Angeline Somers
Conquest Care and Support Agency Ltd,
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So, How Exactly DeskXpand’s Customer Services Software Can Benefit You?
To begin with, DeskXpand customer service system facilitates you to handle your customer service interactions in a much easier way. You can manage and resolve requests from different channels in one place. The intuitive interface ensures everything happens seamlessly!
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Task Management
For service teams working across different locations, DeskXpand can be highly advantageous. Manage multiple service tasks from a single platform totally hassle-free!
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Agent Self-Help
Employees running around in circles to get information leads to delayed resolution. With an internal knowledge base, give them access to all the necessary documentation.
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One Place for All Channels
Manage multiple channels, including email, contact forms, WhatsApp, Facebook, Instagram, etc., from one place. Gain better visibility and better context.
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Collecting Customer Feedback
DeskXpand Customer Services Software makes it possible to take and analyze feedback. Attach surveys with emails, and send it to your customers in just a few clicks!
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Insights With Helpdesk Analytics
The helpdesk dashboard gives you an overview of metrics like team performance, ticket lifecycle, etc. You can identify areas of improvement and take further actions.
Works For Businesses Across Varied Industries
DeskXpand’s Customer Services Software is for businesses of all sizes irrespective of the industry. Have a look at some of them below!
Customer service in eCommerce, as well as in retail, is a tricky job. These industries are constantly changing, and so are the ways companies deal with customers. Businesses need to be quick, personalized, and accessible on different channels. Cater to modern-day shoppers with a modern day Customer Services Software.
Delivering customer service in education includes solving queries about admission processes, accommodation or transport facilities, details on the merit lists, and so on. For that, institutes need to make information easily accessible to both their internal & external stakeholders. DeskXpand customer services software has got you covered! Deliver great customer service leading to a lasting institutional reputation.
When it comes to customer service in IT, it is all about streamlined task management. To manage day-to-day service tasks, field agents need an effective customer service helpdesk that helps take care of workload. You can create and assign tasks to different agents, as well as get complete visibility of what your team is doing.
Delivering customer service in healthcare requires seamless internal as well as patient communication. DeskXpand customer services software backs you here by streamlining the entire process. It ensures collaboration between doctors, lab, specialists, vendors, etc. Additionally, it lets you take follow-ups, and feedback, and send appointment reminders.
Integrated Service Task Management.
Manage Routine Tasks for Zero Mess, Zero Stress!DeskXpand helps optimize your service workflow. With service task management, create tasks and assign them to different users on and off the field. Plus, you can have more visibility on ongoing tasks. Think of us as having a task management tool alongside customer services software!
For service tickets, create tasks as well as sub-tasks. Subtasks are best if a complicated task needs to be divided between different agents.
Each task is quite detailed. Set priority, due date, and thus customize task fields based on various parameters.
Employees can log their work, and admin can stay updated on the status. The work log management feature has amazing capabilities!
Enable agents working both on the field and online to work collaboratively. This will ensure timely resolution.
Set Up an Internal Knowledge Base.
Give Your Service Team The Ability to Self-ServeAn internal knowledge base puts information in the hands of service agents, thus enabling them to best serve customers. Here’s what you get with DeskXpand customer service solution.
Create a variety of content, including onboarding, FAQs, troubleshooting guides, etc. Organize the content by creating categories and folders. That way, make the knowledge base intuitive for your staff.
Enable team members to collaborate for approval and feedback when creating articles. They can also stage articles with drafts to publish later.
Have got multiple products or sister companies under your organization? DeskXpand customer service helpdesk helps you have standardized documentation across your company.
Provide Multichannel Customer Service.
Offer Customers More Convenience.On average, 47% of consumers use 3 to 5 channels to communicate with a brand. Additionally, 90% of them want a consistent experience across all channels. Here’s how to provide multichannel service with a customer service system.
Let customers contact you via multiple channels, including emails, chat, Facebook, Instagram, and WhatsApp with DeskXpand.
Integrate channels and manage all of them from one interface. DeskXpand unifies all the information for you, thus giving you complete visibility.
You need not worry about scattered information about the customer journey. Service agents will always have access to past interactions, irrespective of the channel. It helps provide speedy and personalized service to each query.
Multichannel is not only about getting service queries from different touch points. If done correctly, your business can have more engaged conversations and thus build deeper relationships.
Improve Customer Support
With Reports & AnalyticsDeskXpand’s dashboard helps give you a 360-degree overview of help desk performance. Gain actionable insights into what steps you should take to enhance the support experience. Here’s how DeskXpand customer services software helps.
Get a complete overview of satisfaction surveys with customer happiness reports. Based on that, determine happy and unhappy customers, measure agent performance.
Have detailed reports on the inflow service tickets. You can analyze them to manage workload, take actions on pending tasks, and such.
Measure the performance of every service query and interaction agents have with customers by taking CSAT surveys.
Irrespective of the channel you receive service requests from, enable agents to share feedback forms via email after query resolution.
Let’s Do This! Talk With Our Crew!
Start today to see how the right customer services software makes all the difference! Connect with us, and we’d love to give you a demo tailored to your unique business needs!
#happyclient
I like the ease of using the DeskXpand and the social media integration. And the feedback feature that the dashboard could integrate into the website is excellent.
-Tristen
Xander LLC,
Frequently Asked Questions
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Will customer services software allow me to scale seamlessly?
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Does customer services software come with analytics and reporting?
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Is customer services software customizable to your business needs?
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How to choose the best customer service software for your business?
Will customer services software allow me to scale seamlessly?
Yes. As your business grows, the customer services software you choose should be flexible enough to let you apply changes like adding or removing channels, adding new features, etc.
Does customer services software come with analytics and reporting?
Yes. The customer services software offers the feature of analytics and reporting. With the help of this feature, businesses can carry out an in-depth analysis of their customers and the customer service department as well.
Here are a few valuable insights that businesses can get with the help of analytics:
- How much average time is taken by the customer service agent to solve a particular query?
- How many queries are assigned to the agents on average? How much time taken to respond to a newly generated query?
By getting such valuable insights, businesses can focus on making the required changes to improve their customer service.
Is customer services software customizable to your business needs?
Most customer services software can be easily customized according to your business needs. You can even personalize every little detail so that it can resemble your brand. It also allows businesses to create custom roles for the agents according to their level of expertise.
Here are the benefits of customizing the customer service software as per your business needs:
- Build a strong brand identity
- Enhance the customer experience
- Improve customer loyalty
- Faster and better resolution
By customizing your customer service software, you can connect with your customer on a more personal level and can also maintain your brand identity across multiple channels.
How to choose the best customer service software for your business?
The task of selecting the right customer service software can be daunting, as you have to pick one among so many out there. It is very crucial that you select the right customer service software, as it can streamline your service process, enhance your service team’s productivity, offer quicker resolutions, etc.
Let us have a look at a few things that you must consider before making the decision to select the best customer service software:
- Understand your goals and requirements
- Ensure that the software is easy to use and set up
- Compare the pricing of different software
- Does it have all the required features
- Keep software’s scalability in mind
- Make use of free trials/demos
Once you get all the answers to your questions, then and only then will you be able to select the most appropriate customer service software that suits your business needs.
