Angeline Somers
Conquest Care and Support Agency Ltd,
Support Unified
Here’s how a quality help desk can help even the best brands simplify their support. It helped John and his team effectively manage their customers’ preferred channels. Apart from that, it also helped them with….
80%
Increased Customer Satisfaction
35%
Decline in the Queries via Calls
25%
Increase in Customer Retention
34%
Increase in Customer Engagement
Company's Back Story
John works in an electronics giant as a customer support manager. The electronic company markets a broad range of hands-free solutions for mobile phones, contact centers, offices, and unified communications. Their award-winning product range includes the world’s best-selling Bluetooth, corded and wireless headsets. Their latest products include a premium collection of smartwatches and slick earbuds. The specialty of these smart watches is they can be worn with formal attire as well. They aim to expand their reach in the international market and take their amazing and premium range of products worldwide.
Challenges
John had many customers reaching out to his service team in search of solutions. However, they were not able to manage all the queries effectively. Let’s see what were the challenges they faced:
- They had no unified solution to tackle the queries from channels other than emails and calls.
- They could not manage and monitor the customers’ data and their queries for quality support.
- They found it hard to respond quickly to customer queries, resulting in a bad customer experience.
- They could not keep up with the queries from different channels, as transitioning from one channel to another was time-consuming.
Solutions
They needed to be where their customers were – so over time, they needed a broader channel mix covering phone, web form, chat, social media, etc. Let’s see how DeskXpand made it easy:
- They started using DeskXpand’s omnichannel feature to meet customers at their preferred locations. Omnichannel support was just the perfect unified solution that they were looking for.
- DeskXpand also helped them get insights into their customer’s data. It allowed them to offer tailored suggestions to the customers.
- It helped them to cut short on the response time by offering them the luxury of using canned responses and automation.
- They were able to stay on top of every single customer query, as they no longer had to go back and forth to manage queries with the help of a one-page ticketing feature.
Implementation (How DeskXpand Helped Them Offer 360-Degree Customer Support)
Offer Unified Omnichannel Support
John and his support team are easily able to manage customer queries with the help of DeskXpand’s omnichannel support feature. It allows them to enhance customers’ experience by offering support on their preferred platforms. Omnichannel support also makes it convenient for customers to reach out to the support team. This also resulted in increased customer engagement.
Get Valuable Insights into Customer Data
As a well-known electronic brand, they needed to stay ahead of their competition. For this, it was crucial to offer customers a tailored experience. This is where analytics helped them by getting valuable insights into the data of their customers. With the help of data, they easily created tailored suggestions for each of their customers.
Manage Queries from a Single Interface
With DeskXpand’s one-page ticketing feature, they no longer had to worry about transitioning from one platform to another. As all the tickets were gathered in one place, they could easily work on them without missing out. It helped them work more productively and save much of their crucial time.
Let’s Do This!
Talk With Our Support Genie!
Transform your customer support game with DeskXpand customer support software! Connect with us, and we’d love to give you a demo tailored to your unique business needs!
Our Client’s Own Experience
We predominantly use DeskXpand for post-sales support for our products. DeskXpand provided us with a true omnichannel experience for our customers while still recognizing the customer across all channels. This helped us advance in customer experience as well as improved efficiency in our support function. After adopting DeskXpand, we effectively catered to the customers’ needs faster and in a personalized manner. We have also received 80% plus positive feedback on our overall support. We are happy that we have robust software like DeskXpand to elevate our support.
