Customer service should be more than a tick-in-the-box for your business. After all, eight out of ten people claim they feel an emotional connection to a company when they get a response from a customer service representative.

So customer service is more than a nice thing to have; it’s an intelligent way of doing business.

We’ve put together this short guide to help you understand the benefits of using a customer service help desk.

What Is a Customer Service Help Desk?

You’ve probably encountered a customer help desk before, even if it was called something else.

A help desk is your customer’s first contact with the business when they have a question, issue, or complaint. You typically handle it like a ticketing system.

When the customer raises a new query, you open a ticket for that query. All communication between you and the customer happens as part of that “ticket” until it’s resolved.

The Benefits of Having a Helpdesk

If you have customers, you probably already talk to them via email or phone. So you might wonder if your business needs something as formal as a help desk. Here are the main benefits.

It Helps Your Team Run Efficiently

Handling emails and calls from customers takes time, and there’s often a multitude of reasons why they contact you. However, when you use a help desk system, each new query will get assigned to the most appropriate specialist.

That means your team isn’t wasting time with complex queries they can’t answer, and it means the customer gets a faster resolution. All in all, it’s a far more efficient way of dealing with customers.

You’ll Have Happier Customers

Customers understand how help desks operate, and they will find it straightforward to contact your team and raise a ticket instead of scouring through your website looking for a phone number.

Plus, they’ll get real-time updates and all communications in one place. It will improve customer satisfaction levels, particularly if you demonstrate you can reliably handle and resolve issues quickly and professionally.

It Will Make Your Business Look Professional

Companies with customer support help desks will show that they are a professional, growing business. When you’re trying to secure more sales, that’s a fantastic feature for any customer pitch.

So it will help you grow your business faster, as potential customers will see that you place a high value on your customer service early on.

You Can Monitor Resolutions

When using a help desk, you’ll build up valuable data about your customer support, such as the types of queries you get and the average resolution time.

You can use those metrics to drive improvements across your business, reduce time spent handling issues, reduce complaints, and improve customer service.

Make a Customer Service Help Desk Your Next Step

Exceed your client’s expectations by investing in customer service. A customer service help desk is the route to happier clients and a sensible way to help your team become more efficient.

For more information on how technology can help your business and how to get started, speak to our team.

Can you guess the top trend for marketing next year? Here’s a clue: you’re probably reading this article on the device in question.

That’s right; it’s our mobile phones. We go everywhere with these tiny devices that keep us connected to the world, and savvy marketers have started to figure out the potential for businesses.

To help you understand how to promote your business via mobile, read our guide to planning a successful mobile marketing campaign.

Set a Goal

If you want success with your mobile marketing campaign, you first need to understand what success means to your business.

Do you want more leads to your email list? Or do you want to increase brand awareness? Perhaps you want to use mobile marketing to boost your website traffic instead.

Whatever your priority, make sure you write this down so your phone campaign has clear objectives.

Define Your Audience

The most successful marketing campaigns have a clear target for their promotional material. Do you know your target audience and what they want from your brand?

If you’re unsure, it’s time to research. Find out the demographics of your customer and their online activity. The latter will provide helpful clues about where to target your mobile promotions.

Craft Your Creatives

With mobile, you’ve got plenty of choices about approaching and designing the best mobile marketing campaign. You can opt for ads, text messages, online forms and surveys, video, audio, or written content.

The list is (almost) endless. So you will need to decide on the format before you design your creatives.

With the creative side of your campaign, there are two significant considerations to keep at the forefront of your mind.

First, you’ll need to find a striking, attention-grabbing design. People might be active on mobile – but they also have incredibly short attention spans!

Secondly, you’ll need to craft a headline and a hook for your promotional copy. Captivating and exciting headlines rather than bland and predictable phrases can significantly impact your marketing success.

Set Up Your Reporting

You set a goal, and now it’s time to make sure you’re tracking key metrics to help you measure your progress.

Choose an analytics platform that supports the channel you intend to use, and create a custom report with your most important KPIs.

Run a Split Test

Before you launch your final campaign, you should do a beta test to see if it resonates with your audience as much as anticipated.

The best method is to run a split test for your campaign, showing one idea to half your audience and an alternative idea to the other. The one with the best conversion rate will be your winning campaign design.

Launch Your Campaign 

Now it’s time to launch your campaign. Make sure you review it daily at the beginning. If it performs better than expected, scale it. If it’s not working, tweak your creatives or your target audience.

Are You Ready for Mobile Marketing?

Any business can succeed with mobile marketing, providing you plan first and get clear on your target audience. Use this guide to get going with your first promotional campaign.

You can also use this time to discover how our technology solutions can help you achieve your marketing goals. Your first step is to connect with our team here.

You might not have heard of conversational marketing, but it’s one of the hottest trends for online businesses. It refers to having a routine, one-to-one conversation with your customer.

Of course, conversing with your customer when you run a website isn’t that straightforward. Or is it? The truth is, there is lots of fantastic technology nowadays to help you connect with your website visitor.

One tool you should know about is a customer service chat facility. Here are some reasons why a live chat tool is an excellent addition to any business website

You’ll Improve Customer Service

A live web chat facility is probably one of the first things prospective customers will see when they visit your website. From casual browsing to talking with someone in your business, chat tools show customers that you care.

You’re there to answer their questions, direct them to the right place, and handle any concerns. It will make you memorable, and people will see your brand as synonymous with excellent customer service.

It Will Boost Sales Enquiries

What happens if people get to your website, can’t find what they need, and leave? Chances are you won’t hear from them again.

That’s unfortunate because, most of the time, you can point them in the right direction when given the opportunity.

That’s where live chat can help. A visitor can tell you what they need, and you can direct them to the appropriate page. It means a lower bounce rate and a higher sales conversion rate.

It Builds Trust 

Buying or browsing online can sometimes feel like an isolating and disconnected experience. It’s not the same as building a rapport with a sales assistant in a physical store.

But you can take steps to make the experience more human. If you are successful, you’ll help build trust with your audience.

That happens through a simple one-to-one conversation, and you can use your web chat facility for that purpose.

It Helps You Learn About Your Audience 

Even if you think you know your audience, they will always surprise you! Perhaps you have a navigation menu that confuses them or an explainer video that leaves them scratching their heads.

Knowing where your visitor stumbles is valuable information because it will help you build a better experience for your audience. You can collate information on your customer queries via live chat to improve your website experience.

It will also give you valuable marketing information, such as what sort of product or service your audience wants and how they found your website.

It Reduces Customer Emails 

If you don’t have a live chat facility, visitors must resort to the cumbersome process of clicking on your contact page, finding contact information, and sending in their inquiries.

They will need to wait for you to answer, during which time they may have bought from elsewhere. Plus, you’ll head to the office to find a long list of customer emails you need to read.

By having a live chat facility, you’ll reduce the workload for your website team.

Customer Service Chat Facilities: the Right Solution for You

By investing in customer service chat facilities, you’re setting your website up for success. You’ll have happier customers and lower costs, so it’s a win-win.

If you’d like to learn more about how the XACT technology stack can integrate with your business website, head here to book a chat with one of our experts.

You can do several things as a business to help achieve greater success. Things like staffing an excellent management team, concentrating on customer needs, focusing on employee retention and coming up with new ideas can aid the growth of your company.

However, you can also stunt the growth of your company. Things like losing customers, not having access to the latest technology and overworking your internal staff can hurt the business.

This is where outsourcing comes in.

It can be dangerous to rely solely on internal staff to keep customers happy unless you have a huge business with many agents available 24/7. Even so, it could be more costly to hire enough agents internally to handle customer demands than to outsource simply. Inevitably, if you don’t have enough agents, though, your internal staff will end up overworked, and you will most likely lose some customers because of a lack of availability.

What is the result of not having enough agents available?

Your overworked internal staff will be less satisfied with their job. This can lead to a more significant turnover rate. Also, overworked staff members will feel less productive and more irritable (from the stress). An agent who handles stress/irritability will have less patience when working with customers. When a frustrated customer calls in, this can lead to greater stress on the agent and the potential for an exasperated problem if the agent loses their cool.

Customers also want and expect quick answers and solutions.

They want to reach out to a business when it’s convenient for them. If you don’t have enough agents, you won’t offer 24/7 support. There will also be longer wait times as customers try desperately to reach out to someone for assistance.

When the internal staff is overworked, there will be less focus on customer communication. These staff members will have other priorities they need to accomplish as well. As a result, some calls and emails may get missed. Calls may also be hurried along, resulting in potential miscommunication.

Outsourcing your customer solutions can solve these problems.

The right company can also offer the latest technology, allowing you to stay more competitive with your customer service offerings.

If you’d like to know more about how an outsourcing partner could assist you and what technology is available, please reach out to us at (877) 922-8877. We’d love to help your business grow!

In the wake of COVID-19, every industry has had to adapt to new trends and expectations. Customer service is a major component of this shift.

So, many businesses have learned to outsource customer service. When you invest in a third-party full-time customer service team, you reap a variety of benefits. That’s why even experts in business recognize its value for the sake of improving overall customer satisfaction.

If you’re considering whether outsourcing customer service is worth your investment, you’ve come to the right place. Outlined below are all of the key benefits that might help you decide. Keep reading to ensure your business has the best customer service strategy.

Integrate a Comprehensive Customer Service Strategy

It’s true that not all third-party customer service teams are worth your investment. You deserve to only work with a reputable company that excels in this field. It can, therefore, be worthwhile to do some research before you hire any company.

First, ensure that they offer a customizable solution. Your business, after all, has unique needs and processes.

Their solution should be able to fully integrate customer service needs with the rest of your operations. Take the time to see what areas of your existing customer service strategy could use improvement.

Use Analytics to Continue Improving Customer Relationships

Speaking of improving customer service, a proper digital solution can benefit in this regard. Over time, your digital customer service solution will generate useful data.

Then, you can use trends and data to see what customer service strategies are successful and/or need to be improved. It might be worthwhile to work directly with your outsourced customer service team on this. They’ll have more insight as to how your business can offer customers the best interactions.

Outsourcing Business Services Like This Can Save Money

Of course, you’re a responsible business owner or manager. That means that your top priority is likely the company’s bottom line. You’re likely wondering, how much would outsourcing customer service cost you?

Well, rest assured knowing that outsourcing services like this will save money in the long run. That’s because you’ll avoid having to recruit, hire, and fire customer service members all of the time. Instead, avoid paying for salaries and benefits with a flat fee to a third party.

Employees Will Appreciate It, Too

The last major benefit of outsourcing customer service is for the sake of your employees. The third-party team will have its entire focus on keeping customers happy.

As a result, the rest of your own team can focus on their other responsibilities. Plus, the more that customers are satisfied and return for continued business, the better the company will profit overall. Employees, of course, would profit from this, too.

Invest in Reliable Customer Service Solutions Today

If you want to stay competitive within your niche market, customer service is going to be essential. In particular, outsourcing this business service is in your best interest for all of the reasons detailed above.

We’re here to help businesses like yours make the most of their customer service strategies in today’s competitive industry. For that reason, learn more about our comprehensive customer service solutions today.