How to Choose the Right Help Desk Solution for Your Business
How do you choose a customer support solution? Here are a few options to consider.
As your company grows and your customer base increases, you’re likely to receive more frequent calls and emails related to product support and information. How should you handle the influx of questions?
Although customers’ minor issues may not always seem that pressing to you, the importance of quickly resolving customer problems with great customer service cannot be overstated: According to a B2B customer satisfaction survey by InfoQuest, a “totally satisfied” customer contributes 2.6 times as much revenue to a company as a “somewhat satisfied” customer. And losing a customer can cost you far more in lost profit: Cutting customer defection by a mere five percent can increase your business profits by 25 to 85 percent.
When it comes to choosing a help desk solution for your business, there are a few options to choose from: Building in-house resources to handle customer support, using a customer service software program, and outsourcing your help desk. Here’s a look at the pros and cons of each option.
Hiring resources in-house
Devoting in-house staff to customer support may be an adequate solution if you are receiving a low volume of calls and emails. However, keep in mind that hiring dedicated staff can be expensive, and is not scalable, meaning that you may be paying the employees for time when they are not responding to requests, and that they may not be able to keep up with customer demand if there is an unexpected surge in activity.
Using a software solution
Some businesses have turned to semi-automated software solutions such as ZenDesk and GetSatisfaction, which typically ask users to search a database of help responses online before asking their question, and rely on user responses in addition to official staff responses. While this method increases efficiency compared to in-house support, it’s highly impersonal, and user responses may not provide accurate information, increasing the likelihood of customer dissatisfaction.
Outsourcing customer support
Many United States businesses today are choosing to outsource their technical and customer support services to businesses based overseas, in India and other countries with a lower cost of living and average wage. The benefits are significant: Businesses are able to save substantial amounts of money over hiring in-house staff, they are able to provide more personalized support and real-time responses to each customer, and they easily can scale their technical support up or down as customer demand increases or decreases.
For small businesses with few customer service demands, in-house support or software solutions may be appropriate for their needs. But for larger companies—or companies that intend to grow larger—choosing an outsourced customer support help desk can help you provide the personalized, instant, and well-informed attention that will increase customer satisfaction. Keeping your customers happy will reduce customer turnover and help you generate new referral business—so chances are, the profits you’ll gain from choosing an outsourced help desk will pay the cost of the service many times over.
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