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Author: Paul Smith Article source: http://www.helpdesk-support.com/. Used with author's permission.
So you're finally at the point where business is booming and you're getting dozens of calls and emails per day from customers, potential or existing, wanting to either ask a question about your products or report a fault in one they've just purchased. And if they sent you an email and it wasn't answered in 24 hours, they WILL call, adding to your ever-increasing backlog.
As a good business person, you want to satisfy every client that comes to you with a query and make sure that it's resolved quickly so that they come back for more later on.
The only problem is, you didn't expect your phone to be going off the hook from the marketing campaign you've just finished - not that much anyway!
What you need to do now is find a way to clear the backlog of calls you have and fast!
Getting the proper tool to help you with your customer service will not only take a load off your support staff but will increase your staff's productivity as they will be in control of the support they offer and not putting out fires all day.
If you own a website, you should seriously consider purchasing help desk software. With this online, all your customers can browse through your database (which contains resolved issues about your products) to find the answer to their queries without having to call or email you.
This database should be updated regularly, especially if a question comes up a few times and it can be solved by your clients on their own.
If your customer doesn't find what he/she wants and decides to send you an email, an automatic email would be sent to that customer saying that you have received their query and that one of your staff will resolve it shortly.
You can even go further, keeping them updated on how your customer's issue is evolving, sending them another email explaining where you're at with his/her issue. That way, he/she won't need to call to see if you've found a solution - one less call to answer!
If you don't own a website, then a good helpdesk system will also can greatly increase your support staff's efficiency. This helpdesk software would have all your client details (if applicable), the products they've purchased and the history of calls that they've lodged with you. Your staff would have access to a general knowledge base where all the calls and resolutions have been posted to act as a reference to help them solve your customers problems quickly, therefore reducing your backlog of calls and increasing their productivity as they would answer and resolve more calls per day.
Lets face it. The support industry is known for its high staff turnover, so having software that's quick to learn and easy to use will prevent your customer service from suffering.
Also, with the proper tools, you won't need to spend days training new staff. They'll be able to answer calls within hours and help you satisfy your customers! If you want more information on how a help desk system can help your business, please check out the following link: http://www.helpdesk-support.com/webciss
Making sure that all your customers' concerns are answered and that they are satisfied with the service they were provided will make sure they come back and refer their family and friends to you. Paul Smith is the manager of Auratech Software, a company that specialises in Help Desk Software to help businesses with their customer support. If you would like to read more articles on improving your support or would like to check out Auratech's range of Help Desk Software, please visit: http://www.helpdesk-support.com/better-support.htm
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