Customer Service Enhancements Driven by Help Desk Within Digital Transformation

Under Statista, about $1.3 trillion was spent on digital transformation worldwide. And this index grows by 10.4% yearly. Furthermore, over half of the companies that don’t use the software for business improvement find that they will start to lose their clients within twelve months. This is especially true for the customer service branches. That’s because client dissatisfaction causes more than $4.5 trillion in losses to global businesses yearly. And the described trend is intensified by the rapid development of online technologies.

Help desk apps play a significant role in the company’s digital transformation. Experts recommend implementing such software only with professional assistance. Otherwise, business owners risk losing important information. Also, the entrepreneurs should choose the right software. Using doubtful applications when importing help desk data fraught with disruptions in the workflow. The business owners may find proper software, for example, on help-desk-migration.com.

Key Help Desk Within Digital Transformation Features

Such a concept implies the integration of digital technologies into all business branches. So, marketing, customer service, etc., began to work cooperating with the corresponding software within the digital transformation. Moreover, the mentioned concept has enabled companies to become more consumer-oriented. This is because the implemented software applies AI technologies. And the use of such tools makes it possible to:

• ensure uninterrupted communication with customers through multiple channels;
• approach each client more individually;
• understand consumer needs deeper.

The features above assist in improving customer service significantly. And that leads to higher profits.

Why Is Digital Transformation So Consumer-Oriented?

This concept isn’t determined by software or service personnel. Instead, the customer is at the helm as part of the digital transformation. Thus, it’s the consumer who defines the areas of client service that should be improved.

What Is Needed to Implement Digital Transformation?

The concept’s integration implies the development of a well-thought-out strategy. Therefore, business owners should carefully consider each step. Otherwise, delays and difficulties that take extra time cannot be avoided.

Main Customer Service Digital Transformation Benefits

First, entrepreneurs need to decide to integrate the helpdesk firmly. This requires some effort and time. Also, during the implementation of digital transformation, the business owners must remember that they will be able to simplify the workflow significantly in the end. Moreover, the help desk platform introduction assists in reducing the financial costs of customer service.

Storing Information Online

Help desk apps allow companies to store data in the cloud. This provides seamless access to information from anywhere with an internet connection. Thanks to this option, customers can, for example, view their order history or check for discounts by applying smartphones or tablets.

Furthermore, the described feature reduces the burden on the company’s employees. After all, consumers may independently change their orders, update payment details, etc., online through the cloud.

Company’s Employees Rallying

The rapidity of business development is highly dependent on teamwork effectiveness. With the AI-based help desk platforms assistance, it becomes possible to delegate client requests to the appropriate enterprise departments. Such an approach promotes collaboration between employees from marketing, sales, customer service, etc., departments.

Tracking Consumer Preferences

Help desk apps save the clients’ purchase lists and search histories on companies’ websites. Using such data, business owners can, for example:

• create a mailing that is relevant for each client;
• tailor advertising to every client;
• offer consumers more relevant services or products.

Such a concept is applied, for example, on YouTube. There, users may see personalized ads.

Work Processes Automation

Such an option allows for automating routine customer service operations. This assists in improving the workflow generally. E.g., automated processes allow for avoiding mistakes caused by live employees and speeding fulfilling some operations. As a result, business owners receive the following pros:

• reduced the first response time (FRT);
• shortened general period of problem solution;
• round-the-clock operation without the performing effectiveness decline;
• increased the first contact resolution rate (FCRR);
• processing requests at an inaccessible to human speed.

Moreover, automated functions aren’t sensitive to changes in the number of customers. So, the efficiency of such options depends only on the software capacity.

Identifying Clients Within Customer Base

Nowadays, enterprises offering services and goods have a large amount of data about their consumers. By analyzing such information, entrepreneurs can determine, for example:

• average age of their clients;
• what devices customers use to visit the company’s website;
• where the company’s clients live.

Some companies offer consumers to fill out extended questionnaires. Such operations are often rewarded with gifts. With this information, entrepreneurs may find out:

• marital clients’ status;
• profession and place of work;
• number of children (if a customer has any).

Such data assists in better understanding the audience of the company’s consumers. But entrepreneurs should remember to ensure each buyer’s privacy. Under statistics, about 87% of consumers consider the security of personal information one of the most important criteria for evaluating a company. And private data safety may be ensured only by reputable help desk applications.

Consistent Client Service Across Various Channels

Support employees often obtain requests by receiving calls, emails, or messages in chats and messengers. Using help desk platforms assists in combining all communication channels into one. Moreover, digital transformation allows setting up automatic responses to some customer questions.

Improving Help Desk Apps Work Efficiency

Some consumers have no time to wait for answers to their questions. That’s why it’s so important for business owners to create a knowledge base. The latter may include, for example:

• descriptions of key operations faced by customers;
• possible solutions to common client problems;
• helpful information about the products or services the company offers.

Nay, it’s worth thinking about the way information is presented. It can be, e.g., text materials, slide shows, or videos.

Interaction With Social Media

It’s essential to increase brand awareness. This may be done, e.g., by posting quality and helpful content on social media. Such an approach would help consumers feel more comfortable when ordering goods or services from a company.

According to research, in 2021, 75% of B2B customers made purchases under the influence of social networks. Thus, the use of such public platforms can also be included in the process of digital transformation.

Creating Valuable Options

When making any decisions within digital transformation, entrepreneurs have to focus on customers. Business owners shouldn’t exactly copy the options offered by other companies. That’s because decisions that suit one enterprise may adversely affect another.

Sometimes, the implemented technologies don’t give the desired result. Here, entrepreneurs need to check how many customers know about the integrated option. They can also integrate the function of evaluating new solutions. Some business owners are even implementing the ability to evaluate new options and then comment on the evaluation. This assists in understanding what exactly doesn’t suit consumers. Such a concept may also be implemented using help desk applications.

Tracking Fresh Trends Within Customer Service

Leveraging innovation helps companies stand out from the competition. According to experts, some consumers may be put off by the lack of certain features on the company’s website. Therefore, it’s important to monitor the emergence of new technologies in customer service constantly.

It is also worth considering that innovations assist in making work even easier and faster. Therefore, the absence of certain new solutions can significantly slow down the company’s development. Help desk platforms are constantly updated, so they always offer business owners the latest customer service functions. The entrepreneurs may learn more about such application possibilities, for example, in the Help Desk Migration Service blog.