The Hidden Agenda Of Customer Support

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Beyond Product: How Quality Customer Support Can Set You Apart - Hypepotamus

Customer support can set your product and business apart from the rest. Insuresign CEO Joe Floyd shares what they have implemented to create excellent customer support.

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A CIO Roadmap to Customer Support in 2018

Customers expect the company to take care of their issues and while some companies see this as a great burden, others see it as an opportunity to meet and exceed customer expectations. Our experience with customer and support indicates that there are different trends emerge and keep trending and being in tune with these helps companies to anticipate these trends and react accordingly.

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2018 Customer Support Empowerment Tools

Consumer expectations move fast and it's often hard to keep up—especially considering the high stakes that the customer service industry faces today. That's ...

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The key is to set realistic customer expectations, and then not to just meet them, but to exceed them — preferably in unexpected and helpful ways

Richard Branson

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Customer Support Agents Are Superheroes

Customer support agents work day in and day out, take the blame for everything and swallow their pride due to the nature of their job.

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What is Samanage?

Samanage is an award-winning IT service desk and asset management software. It won our 2017 Supreme Software Award and our Expert’s Choice Award. Samanage service management software is a solution that can instantly be deployed via a true cloud, SaaS based model. There is no hardware or software installation required, and no maintenance ever on your site. Samanage is also multi-tenant meaning a single, always new instance of software that lets customers enjoy the fastest time to value and unmatched user experience.

Samanage Benefits

Offers Essential Features For IT Service Desk

Samanage follows the Information Technology Infrastructure Library (ITIL) rules, which means it offers all the essential features required for the service support requirements of large IT operations. These include standard ticketing, and problem, incident, and change management.

It’s Intuitively And Visually Designed

Samanage’s Dashboard offers deep insights on all IT-related incidents across your business.

You Can Offload Non-core Daily Tasks To Make IT More Efficient

Routine tasks can bog down your IT service. To offload routine tasks from IT support, you can create a self-service portal. Samanage offers this feature with full service catalog capabilities as it is ITIL-certified.

You Can Track Your Assets’ Entire Lifecycle

Samanage asset management can manage both hardware and software assets, and both parts or whole of the asset. There are more than 200 properties for the hardware depository such as CPU, sound cards, disks etc.

It’s Easily Scalable

Samanage is an integrated solution that is designed for full ITIL compliance. Therefore, it is a suitable application for the service desk workflows of large companies.

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What is Zendesk?

Zendesk is a suite of support apps that helps transform your customer service into agents for customer retention and lead source. It has one of the most flexible plan structures, making it ideal for business of any size.

It consists of support, chat, call center solution and knowledge base modules that you can upgrade separately. However, its support plans include the basic versions of chat, call center and knowledge base, so you get all sides covered right off the bat.

This setup affords a startup or small business to implement at once an industry-class help desk. They can easily upgrade to more advanced tools like CSAT surveys, web SDK, IVR phone trees and answer bot as their business requirements get complex.

Zendesk Benefits

More than just ticketing

Zendesk is more than just a help desk. It crosses over to CRM because it allows you to organize processes, workflows and tracking of customer engagement.

Scale your customer service

Zendesk is a comprehensive suite of support apps that you can scale as your business needs grow.

Engage high-value prospects

Proactive live chat with automated trigger lets you engage prospects who are lingering on your website or checkout page and offer assistance.

Go where prospects are

The Zendesk live chat on your website is great at answering queries in real time. But it sits there waiting for prospects to come to you.

Maximize your content

Zendesk features an AI-powered bot that you can use in the Guide module. The bot surfaces relevant content in your base as customers type their query.

Self-service

Zendesk allows you to build a self-service customer portal using its knowledge base and community features.

The Essentials of a robust helpdesk

The software has all the key features you need in a powerful help desk solution.

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What is Freshdesk?

Freshdesk is an award-winning cloud-hosted help desk solution with useful features and exceptional customer service. It won FinancesOnline Best Help Desk Software Award for 2017 as well as the Supreme Software Award for the same year and is currently no. 1 solution in our help desk software category outperforming such tools as Zendesk and Desk.com. Freshdesk also offers a great free trial plan that allows you to test all key features of the service.

What Problems Will Freshdesk Solve?

1. Managing chaotic email communication:

Most businesses start off with customer support by creating a common inbox and sharing access credentials with the support team members.

2. Collaboration between teams on support issues:

Support agents often need to discuss about a ticket with other agents, share progress internally, or log updates for future reference.

3. Executing mundane repetitive tasks:

With email and most legacy systems, agents spend an inordinate amount of time categorizing, prioritizing and assigning issues/tickets to the right people.

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Top 15 Most Popular Customer Support Software

1.Freshdesk

2.Zendesk

3.Samanage

4.Freshservice

5.LiveAgent

6.TeamSupport

7.ConnectWise Control

8.SysAid

9.xSellco Helpdesk

10.Zoho Desk

11.ManageEngine ServiceDesk

12.JitBit HelpDesk

13.Zoho Assist

14.AzureDesk

15.Cayzu

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Top Customer Service Trends For 2018

Customers demand fast service anywhere, anytime. Today, customers have more choice: more products to buy, more information to influence purchasing decisions, and more devices and channels over which to seek customer service.

Automation and AI quells headcount increases. To manage ballooning volumes of interactions across an increasing number of channels, customer service teams

Customer service operations must look to become more human. With customers increasingly using self-service, there are fewer opportunities for engagement with agents who can lend a human touch.

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8 Hidden Benefits Of Customer Service Online Training

1. Increased Revenues Customers who receive a positive experience are more likely to provide repeat business.

2. Improved Self-Confidence And Motivation Well-informed employees are more self-confident and assured. They know that they have all the information they require to get the job done.

3. Boost In Customer Loyalty Happy customers keep coming back for more. They also spread the word about your stellar customer service to their friends.

4. Drop In Employee Turnover Rates Employees who receive the online training they require are less likely to leave your organization.

5. Enhanced Brand Image Organizations that have effective customer service online training are known for their unparalleled L&D strategy. Customers want to do business with them and employees want to work for them.

6. Online Training Personalization And Flexibility Many organizations turn to online training because it offers complete customization, personalization, and flexibility.

7. Cultivate A Supportive Corporate eLearning Culture There are a variety of benefits associated with a positive corporate eLearning culture. It encourages employees to become lifelong learners and offers them the ongoing support they need.

8. Collect Valuable Employee Feedback One of the most notable advantages of online training is employee Big Data. You can collect valuable eLearning feedback from your staff in order to improve your customer service online training.