Angeline Somers
Conquest Care and Support Agency Ltd,
Cut Down Your Response Time for Effective Customer Support
As your business grows, the volume of incoming emails also increases. To help your agents save time, they can easily convert these emails into actionable tickets in small business ticketing system. It reduces the response time and leaves no chances of customer queries slipping through the cracks. Our help desk software for small businesses comes with an in-built reporting feature. Easily check the performance of your customer support operations and zero in the bottlenecks in your workflow swiftly.
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One-Page Ticketing Interface for Centralized Support
Need to switch between multiple channels to manage tickets? Deskxpand ticketing system for small business brings all the queries from different channels, like social media, chat, email, etc., under one roof. Pretty nifty!
Increase Team Productivity by 20%
Even with a limited workforce and much work, ensure maximum productivity with features like canned responses (ready-made response messages). Plus, create any query into tickets automatically.
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Provide 24/7 Support with Self Service Options
Start early and let your customers gather solutions for their queries and get precise solutions without human intervention. Check the ticket status, find answers to queries, and more! Do it all to empower them.
Gain Actionable Insights with Analytics
With interactive dashboards in place, analyze your team’s performance and learn about important metrics at a glance. Create insightful dashboards and reports to optimize your team’s performance, and take data-backed decisions.
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Build Transparency with SLA
Define challenging service level targets and deliver them through SLAs with our Small Business Ticketing System. To be transparent about your business hours, set your availability of days and time in the chat section.
15% Increase in Repeat Business
As a small business, having a set of loyal customers is critical to growing rapidly. A complete ticketing system for small businesses helps you achieve that by enabling you to provide the finest customer support.
Organize, prioritize, and track queries from multiple channels at one place
One Ticketing Interface for Productive Hours
As a small business, every customer you deal with impacts your business growth in the long run. If you don’t have mechanism to be responsive for faster query resolutions, impressing customers will become difficult. With DeskXpand’s small business ticketing system, you get a intuitive interface to manage every query from a single screen. Convert any inquiry into tickets, and get messages from Twitter, Facebook Messenger, and Instagram DMs (EXCLUSIVELY AVAILABLE) to provide a swift support experience. Without toggling between multiple screens, your team saves a lot of their time.
Omnichannel Help Desk for Your Small Business
With different support channels on hand, we often tend to miss out on replying to a few tickets. Well, not anymore with Omnichannel support. DeskXpand’s ticketing system for small businesses lets you organize and convert your email, phone, social media, chats, and website queries into tickets. You can prioritize, reply, and resolve queries based on your priority and have organized customer support across the channels.
Smartly Handle Help Desk Responses
Canned Responses
Responding to many customers can take forever, leaving your team with little to no time to dig deeper into other important and complex tasks. Don’t let it hamper productivity with the help of canned responses in help desk software for small businesses. Basically, your team can use a ready-made template for common customer queries in real time when interacting with any customer. It saves you a lot of time and helps you maintain consistency in your brand communication.
Ticket Templates
There are a lot of common queries your customers pass to you via call or email. It provides you with a readymade ticket in our help desk software for small businesses to help you save a lot of your team’s time. It helps you create tickets faster with minimum required details on the go and brings efficiency to the ticket management process.
Powerful Ticket Automation
Each of your support agent’s time is important. They do not need to spend it performing manual and repetitive actions on tickets. The rule-based automation in our small business ticketing system can convert any query into tickets in seconds. Moreover, automate tasks like ticket assignment, removing unnecessary tickets, etc., to save manual efforts.
We integrate queries from Facebook Messenger and Instagram DM exclusively!
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Enable 24/7 Customers Support
Knowledge Base
Enable 24/7 customer support where your knowledge base helps your customers anytime. Let your customer support staff handle critical issues while your customers solve the basic queries independently. Build a hub of articles, videos, FAQs, and guides full of expert advice and knowledge. Allow easy login for customers to access a one-stop solution for all support activities.
Self Service Portal
Stronger relationships are important to gain in the starting phase of your business. The most efficient way to achieve this is by empowering your customers with the right knowledge. Whether it is about tracking support tickets, engaging in community forums, or accessing the knowledge base article, a robust self-service portal can help you accomplish all of these together. Our small business ticketing system helps you to enable a strong and streamlined self-service options.
Parent-Child Ticketing
Whenever you onboard a new client or work on any complex task, a lot of diligence happens before the actual work, like research, trial & error, etc. For these, you need multiple customer support team members involved. Now, rather than forwarding a single ticket to multiple people, you can divide that ticket into sub-tickets/tasks for different members to perform. As they progress, each of them can log the updates individually into the assigned sub-ticket. As a result, you get full visibility of the task, reduced resolution time, with improved customer satisfaction.
Gain Actionable Insights with Analytics & Reports
Dashboards
Customer support is a quantifiable metric. Hence, visibility of the right data becomes primarily necessary. Accomplish it with an actionable dashboard of our customer service software for small businesses. Track your key performance indicators (KPIs), identity trends and observations, and hidden insights that help you improve your customer experience. With the power of visualization, get a deeper understanding of your support processes.
Actionable Reports
To analyze how your customer experience is progressing, you need to understand metrics like average response time, ticket resolution, customer satisfaction score, team productivity, and obstacles. Reports of our small business ticketing system help you gain such insights easily with detailed reporting. Plan your next steps based on this to make a step further in your business growth journey.
Build a Framework for Excellent Customer Support
SLA (Service Level Agreements)
When you are at the foundation stage of defining your customer service approach, SLAs help you achieve excellence. Having strict and challenging SLAs and delivering them help you make an excellent first impression on your customer. It helps you deliver perfect customer support targets and ensure your customers receive the best treatment they deserve.
Business Hours
To make sure your customers don’t feel unheard, use the business hours feature to set the work hours of your support team in help desk software for small business. Your live chat feature will get displayed on your website only during those hours.
Measure Customer Satisfaction
Survey – Review Feedback – Take actions – Repeat—a key to being a progressive small business owner. If you wonder what your customers think about your services, now is the time to send them a survey to record their feedback. Get results in the form of CSAT and NPS to measure how your customers look at your brand and how much you need to do for greater results.
Get Frequent Repeat Business
End-to-End Customer Support
The success remedy for any small business is the rule of 80/20. 80% of your business success comes from only 20% of your loyal customers, who keep believing in you and trust you enough to work with you again. Your customer support has to be beyond the 5-star level to create such a strong base. Investing in help desk software for small businesses helps empower you with the right set of tools and capabilities to improve your customer service game. With our best ticketing system for small business, you get a complete suite of tools that enables you to be the ace of customer service in your business!
Small Business Ticketing System is Perfect for
We help companies with customer support operations. That’s it. The industry, the company size; doesn’t matter!
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Sales
It enables a smooth communication with customers. Combines all the customer queries in a single interface from email, chats, social media, etc.
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Support
Enables instant, advanced, and accurate customer support that amplify the number of happy customers.
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Marketing
Helps manage internal campaign tasks, cross rteam communication, ticket management for incoming queries.
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HR
It tracks, manages, and lets you respond to employee inquiries, issues, and questions from a helpdesk for seamless internal communication.
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Operations
Makes customer query management, project & task management, cross team communications easy with a help desk portal.
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IT
Enables fast query escalation by converting IT queries into tickets from any channels for improve IT support internally and externally.
Talk With Your Support Genie!
We integrate queries from Facebook Messenger and Instagram DM exclusively. Get in touch with our support genie to uncover other things.
#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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How to Choose a Help Desk Software for Your Small Business?
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What are the essential features of a small business help desk software?
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How can small businesses manage their help desk software effectively?
How to Choose a Help Desk Software for Your Small Business?
– Help desk software’s main purpose is to streamline the workflow of customer service departments. It makes it easier for them to find solutions for the customers. But choosing one can be a really daunting task. Hence, here are a few things that you might need to consider before making any precise decision.
- Whether it is on-premise or cloud service?
- Have a look at its integration capabilities
- Does it offer the required features
- Check how easy it is to use
- Evaluate the software by trial
- Can it keep the customer data secure?
These are a few things that can help you a lot in making a precise decision about selecting the correct help desk software.
What are the essential features of a small business help desk software?
– Help desk software consists of many key features that help customer service agents save valuable time and offer quick solutions to the customers. It also helps them increase their productivity and work more efficiently.
Here are a few features of help desk software that make their job less complex:
One-page ticketing – This feature works as a single point of contact as it gathers all the customer queries in one place for the agents to manage them easily.
Self-service – It allows your customers to be in the driving seat as they can find solutions to their own queries by themselves. They do not have to be dependent on anyone anymore.
Omnichannel support – It allows the service agents to offer 360-degree customer support by covering all the social media platforms your customers prefer.
Canned Response – They are predefined answers used by service agents as a solution for customer queries. Agents can save a lot of their time and effort using canned responses.
Analytics – This feature allows the customer service department to track their performance and analyze which areas need improvement. It helps them offer great service to their customers.
These amazing features ensure that the service agents stay on top of every customer query and offer timely solutions. This can result in enhancing your customer’s satisfaction and experience.
How can small businesses manage their help desk software effectively?
– Creating a well-defined service level agreement can be the most crucial factor in order to manage help desk software effectively. It can also help your customer service department to create a trackable workflow to better understand the service process.
Using features such as automation and self-service can also allow your service agents to effectively manage your help desk software as it can help agents to get rid of certain manual tasks and also allow customers to help themselves respectively.
