If you find yourself with several inbox’s that you manage, or a considerable volume of emails, it is easy to get overwhelmed. The higher the volume and the busier you get the easier it is to miss emails, forget to respond and let your customer service slip. This frequently can end in a poor customer experience, lost sales, and ultimately less cash coming into your business.
If this is something you can relate to, helpdesk software could be a simple, (and cheap), solution.
There are a variety of online tools to help manage incoming emails, help you to respond quicker, making sure you never miss a customer email ever again.
Helpdesk software is not only for I.T. teams and traditional helpdesk set ups, but if you are managing customer emails there is a high likelihood you could benefit from some of these tools.
Most online helpdesk software have a free version which may be all you need, and even ever want.
Here are some of the benefits of online helpdesk tools;
*Rules can be set up to apply a priority to certain emails, so you know you are getting to the most important queries first
*Responses that you type frequently can be saved and added to customer replies with only a few key strokes, making responses quick and painless
*With proper management no email will ever be lost. You choose when the task is complete, and until then the ticket stays open, and not forgotten
*When working with others, it is simple to include other team members in the ticket to get their input, or delegate the email to be completed by another team member
*If you outsource some of your admin and customer service, it is very simple to allow a team member to remotely access you customer communications without the need for an external email service such as Outlook, Gmail, etc. You can also make sure that they only have access to the emails you want them to see, keeping your business information secure
*Many of these tools also have apps for mobile devices, making it even easier to keep on top of your emails when you can’t get to the office
*Reporting is available so you can track trends and even customer satisfaction
*Integration– you may also find that other software you use integrates with these tools, such as Xero, MYOB, MailChimp, Google Calendar, making it even simpler to manage your workload
At Task it Away we have used and implemented a number of these helpdesk solutions, and would love to talk to you about how they can help you get back in control of your business.