Help Your Frustrated Customers with HelpDesk System

Rohit Rajpal

Rohit Rajpal

Senior editor

Parul Saxena

Chief editor

Last updated: April 21, 2021

The customer was the king and always will be. And when 86% of them are willing to pay more for a great customer experience, having a dedicated support team has become more important than ever.

Looking for Help Desk Software? Check out SoftwareSuggest’s list of the best Help Desk Software solutions.

However, to empower your support team to help customers in an efficient manner, you need a helpdesk system. In fact, 52% of companies report that technology helps them deliver better customer support operations.

What is a Helpdesk System?

A helpdesk system is a software application that enables you to handle end-to-end customer care operations. It makes it easier for you to keep track of customers’ requests and assign the issues efficiently.

The complexity of modern organizations makes it critical to use a system that streamlines all the customer interactions and requests. It makes it easier for businesses to determine what customers think of them, what needs improvement, and how effective their services are.

What Can You Do With a Helpdesk System?

Helpdesk software helps your support team deal with various customer requests, including their issues and call for information. Here are a few things you can do with a helpdesk system.

  • Unify all your support channels into one place.
  • Capture and track the relevant details of all incidents, requests, and complaints.
  • Allocate and route issues to the right support agents.
  • Manage and escalate support tickets, track the status, and customer satisfaction.
  • Track how your agents are doing and how satisfied your customers with each agent.

Additionally, helpdesk systems allow your customers to create tickets themselves using a self-service portal. They can even track the status of their requests and monitor changes in real-time.

How Does a Helpdesk System Improve Customer Experience?

As mentioned above, a helpdesk system allows you to unify all your customer service channels. This gives your team a holistic view of what’s going on with the customers and ensures their satisfaction.

Here are a few ways a helpdesk system helps improve customer experience:

  • Automate workflows:

    Assign tickets automatically to the right people based on the type of the query, language, and priority.

  • Automated responses:

    Set up canned responses for common customer queries. You can even update customers about changes in their ticket status automatically (via email and SMS).

  • Internal Documentation:

    It acts as an internal knowledge base for your team to share insights and communicate any product changes to all the agents.

  • Contextual Collaboration:

    With help desks, your agents can request help on an issue right from the platform. This is helpful when customer queries require cross-team (or department) collaboration. As a result, your organization stays in the loop with no extra effort and can help customers better.

Dealing with Frustrated Customers using a Helpdesk System

Even after your best efforts, there will be customers who might remain frustrated. However, that’s something almost every business has to face. This doesn’t mean that you should just leave them. If you do, you not only risk losing them but also risk your reputation. That’s because customers tell an average of 15 people about a poor service experience.

1- Keep the Customer in the Loop

What are you doing to solve the customer’s issue? Are you prioritizing it? Whatever may be the case, let the customer know what’s going on.

If the customer doesn’t know that you are solving his issue in the background, he will likely get more frustrated and might call off your brand soon.

Leverage automation to reassure the customer that his issue is being looked into and will be solved asap. An automated reply as soon as the ticket has been raised can comfort the customer while buying you some time to understand and resolve the issue.

For instance, when I raised a ticket in Grammarly, I received an automated response almost instantly.

Though my problem was still unsolved, the assurance they gave in the email had me cooled down.

2- Organize Your Tickets In One Place

Helpdesk systems allow you to organize all your tickets in one place. You can use tags to categorize them into different sections, such as priority, location, etc.

Now, as the day starts, filter the customer requests based on urgency and tag them accordingly. Allot these tickets to the agents first so they can start resolving them as soon as the day begins and before the customer plans to come back again.

If you solve issues on a first-come-first-serve basis, the chances are frustrated customers (with some urgent query) might have to wait longer to get their problem solved. And it will just make them even more frustrated.

Therefore, leverage the tag feature in your helpdesk system to filter the requests based on priority. This way, agents can even pick up tickets that are urgent but not yet assigned to anyone.

3- Analyze Customer History

A helpdesk system is a place where you can find all the details about the customers’ interaction with your company. When integrated with the CRM, your agents get even more information about the customer, including their order details.

Your agents can also analyze the customer behavior around your product to understand their needs and pain points. They can check if their issue is a recurring one.

With a complete understanding of their likes and dislikes, agents can easily diffuse the frustration and handle the customer better. Agents will be able to empathize with their issues and assure them that they won’t be facing any problems going forward.

4- Create a Knowledge Base

Having a knowledge base has become more important than ever. In fact, 91% of customers would use an online knowledge base if it were available and tailored to their needs.

When it comes to frustrated customers, you can send them a link to your knowledge base where they can understand the issue for the time being. It might also happen that solution to the customers’ problem is mentioned in your knowledge base.

Self-service portals in the helpdesk systems always come in handy, especially when dealing with angry customers. Once you guide them on how they can help themselves, they will be less likely to be frustrated if an issue arises again.

Bottom Line

Providing the best possible experience to your customers is imperative. Businesses lose $2378 per second because they don’t prioritize customer service.

However, handling frustrated customers might be difficult at times. But, thanks to helpdesk systems that make it easier for your agents to assist angry customers quickly.

Do you use a helpdesk system in your organization? Which one? How is your experience with it? Let us know in the comments.

Rohit Rajpal
With more than two years of experience in writing, Rohit Rajpal has been helping brands improve their online presence with easy to understand content. When he is not writing, he's busy reading about digital marketing and copywriting. On the other side, he runs his own blog called Learn SEO Pro.

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