81% of customers agree that a good customer service experience increases the chances of them making another purchase.
As much as you want to make sure your customers are delighted with your brand, the bittersweet is that it is not that easy.
Your team faces plenty of customer service challenges on a daily basis, and some of them are quite small that you might not be aware of them. For example, not being able to provide instant support in the chat might not be a big issue. But when it gets repeated quite frequently, your experience with that customer might get ruined forever.
So, after going through different customer service challenges and solutions, we have boiled down to the 6 most critical challenges of serving customers that you as a business need to get right.
Top 6 Most Critical Customer Service Challenges and How to Overcome them
Not Reachable When Required the Most
Customers reach out to service reps only when they are facing issues.
So, when they are facing issues and customer service reps are not available may, be because of the limited service hours or time zone differences, it could get frustrating?
Because they do not have any other option than suffering.
65% of customers say they turn to a different brand because of a poor experience.
How can a help desk be useful here?
Using the help desk allows your customers to reach out to you even when your service reps are not available through the feature of raising tickets.
In case customers want to solve their queries themselves, they can also use self-service mediums such as a knowledge base, community forums, etc.
According to a report from Forrester, customers prefer knowledge bases over all other self-service channels.
Self-service platforms offer high-quality service and are available 24/7 for customers.
Not Able to Offer Quick and Correct Solutions
71% of consumers between the age of 16-24 believe that a quick response from a service team can drastically improve their customer experience.
In this fast-paced world, no one wastes excessive time on challenge body-mind customer service.
If you as a business are unavailable to offer quick service to your customers, you might have to lose your chance. Because by the time you figure out the solution, your customers will have found some other brand.
It is just like “Come first and win the race”.
Offer the best service before anyone else and stand out from the competitor, it is as simple as that.
Sometimes, it is not about time as well; quality also is equally important.
Imagine your customer service challenges & rep offers a quick solution to your customer, but it does not solve the customer’s issue as the solution they provided is wrong.
Would your customers appreciate that?
No, there is a possibility that it may leave a negative impact on the customer.
These small mistakes can pan out to be really big and harm your business in the long run, as you might not be able to retain your old customers.
How can a help desk prove to be useful?
Customer service challenges & reps can use the help desk to offer great service to the customers. It has various features that can make the service process easy and more efficient.
Features such as automation help customer service reps offer great and productive service.
Automating repetitive tasks can free up some valuable time for the service reps, which can be used to focus on other crucial tasks.
Not only automating repetitive tasks, the help desk also has multiple automation features that can ease off the workload of the customer service reps, such as smart ticketing, auto-ticket assigning, setting ticket priority, etc.
The help desk can also help the customer service team to collaborate effectively.
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Not Offering 24/7 Availability
Customers can face issues at any point in time.
It is not like the issues have a confirmed time period to rise.
Hence, it does not make any sense to offer them standard 8 to 9 hours of customer service from Monday to Friday, as it would not be enough in this era of increasing customer service demand.
51% of customers want businesses to be available 24/7.
So, businesses have to understand that they need to invest in software that will offer their customers 24/7 availability.
Without such software at their disposal, they might start losing customers, and their competitors will leave them behind.
How can the help desk prove to be useful?
The help desk can offer real-time service to your customers at any time of the day or night.
41% of consumers prefer live chat support, and it also has the second-highest challenge of customer satisfaction rating at 85%.
Using the help desk can showcase high responsiveness as customers expect a quick response from your customer service reps.
It also enhances the trust of your business among customers.
Not Giving Proper Attention to Customer’s Problem
As a customer service rep, you always have to be attentive and pay attention to all the details your customers mention.
Not listening carefully can increase the rate of errors.
The following can be effected on your business if you do not pay attention to customer’s problems properly:
- Lack of customer loyalty in your brand
- Customers feel unsatisfied
- Hamper your customer’s trust
- You may lose customers
How can the help desk prove to be useful?
Using the help desk, customers can raise tickets and can specify all the necessary information in the ticket.
It will make sure that customer service reps can get the exact idea of the issue without any misunderstanding.
For some basic queries, the help desk also allows agents to use features like canned responses, which neglects the chances of human error as they are predefined answers.
So, with the help of these help desk features, customer service reps can offer not only the correct solution to the customer but also save a lot of time.
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Not Able to Take the Customer Feedback
You, as a business, would only know if you are offering good service or not with the feedback of your customers.
Businesses think creating strategies and implementing them is the end, but they are wrong, it is just the beginning.
Once you implement a particular strategy, you have to wait for a certain period of time to see the results.
The result might be bad or good. But how will you come to know that?
One way to know how good or bad your service was, is to take feedback from your customers.
Without feedback, your businesses would not be able to evolve and offer better service.
How can the help desk prove to be useful?
The help desk has a customer satisfaction survey feature that helps you to create and send feedback to your customers and get feedback from them.
52% of people around the globe believe that companies need to act on feedback provided by their customers, which makes gathering customer feedback critical for every business.
By getting feedback, you can track the performance of your agents and the customer service department.
In case there is any flaw, you can fix it before it gets too late.
With the help of this survey, you can also measure the customer satisfaction score to determine whether the customer’s expectations are fulfilled or not.
Not Having the Right Resources
Not having good or useful resources might be the biggest flaw in your customer service challenges.
Without it, your customer service will not be able to handle thousands of queries that are raised every day.
Similarly, not having enough manpower can also restrict you from offering the best service to your customers.
When you do not have the right resources or enough manpower, what happens is, the queries keep on piling up, and your customers do not get the proper solution to their problems.
This might make them feel frustrated.
How can the help desk prove to be useful?
A help desk is a full-fledged software with numerous features that can streamline the customer service process and make it easy for customer service reps to handle thousands of queries with ease.
Here is the list of features that make the help desk the best resource for customer service reps:
- Omnichannel Support
- Allows customers to raise tickets
- Automation
- Self-service
- Analytics
- Live-chat
- Customer satisfaction survey
With all these features, customer service reps can not only ease off the workload but also work more efficiently and productively.
Having such a useful resource for your customer service reps can give your business a good competitive edge.
Take the Help of DeskXpand to Tackle Customer Service Challenges with Ease
DeskXpand help desk software helps everyone from micro-businesses to enterprises to stay on top with instant updates and respond swiftly. It provides a unique service experience to your customers and offers them lightning-fast solutions. Make use of DeskXpand and take your business one step further.
To know more about DeskXpand, get a free demo today.
