Each day we navigate through hundreds of interactions and appreciate the positive experiences the most. As we interact with our colleagues and customers, we strive to provide positive experiences in our support. Helpdesks are implemented to make it easy for people to find what they are looking for, however searching through endless resources can often be difficult and frustrating. atSpoke and Gorgias streamline this process by providing personalized and timely support where you need it.
Turns out, whether it’s internal or external, good support looks the same across channels. In this article, we’ll cover 3 tips that ring true for providing high-quality, positive support for both internal employees and external customers.
Provide omni-channel support
Internally, it’s important to offer support where your employees work to improve adoption and productivity. atSpoke is built from the ground up to work in Slack and Microsoft Teams with omnichannel support. This conversational AI is convenient and personalized for every employee so they get answers to what they need without ever leaving chat. Now that so many employees no longer have the opportunity to walk down the hall to ask for in-person support, it’s more important than ever to offer employees a simple, easy to use self-service solution.
Increase efficiency through automation
With automated triage and machine learning in atSpoke, your questions can get immediate answers. Helpdesk inquiries like software requests and requesting approvals can have defined workflows that can be handled by automation. Need to add a user to Okta? Use a workflow in atSpoke to automatically add a user to Okta when completing an employee onboarding service request. atSpoke’s integrations allow you to do everything from one application so you can spend time on requests that truly need a human touch. atSpoke also learns to triage helpdesk inquiries to the appropriate team and employee. This helps cut down response time from hours to minutes. This example is just one of many ways that automation can be used in the workplace.
When it comes to external customer service, one of the trickiest balances is finding the line between automation and personalization. You want to be efficient, so that your customers receive quick replies and your team can move quickly, but you also want customers to feel like they’re part of your community, not just another ticket number. In fact, studies show that 80% of consumers are more likely to make a purchase when brands offer personalized experiences. So how do you do both?
Similar to internal customer service, you can leverage machine learning and rules to find the perfect balance. Gorgias uses machine learning to automatically detect the intent of your customers’ questions, which helps sort tickets into different categories of urgency or trigger automatic replies. For example, one of the most commonly asked questions DTC brands face is “where is my order?” You can create a rule so that whenever a customer asks that, Gorgias will automatically reply to the ticket with a response that includes their first name, order number, and tracking link (pulled from deep integrations with Shopify, Magento and BigCommerce). And then it will automatically close the ticket once that’s been sent, so your support team doesn’t need to lift a finger. These automations save your team time to focus on responses that need a human touch.
Prioritize user experience
Traditional ticketing systems are clunky and have not adapted to the modern workplace. With complicated and long forms to fill out when creating a ticket, employees prefer to just send a message through chat or email. This makes it difficult for operations teams to have insight into trends and analytics. atSpoke was designed with the end user in mind, making sure the user experience would be easy enough to encourage strong product usage by employees. Users are able to access atSpoke easily and can start using it with minimal training.
A key ingredient to optimizing customer experiences is making sure your customers always have a way to contact you. Ensure you make it easy for customers to reach out through either a live chat on your site, or through an easily findable phone number or email address. It’s also important to find a helpdesk that is easy for your customer support to learn and navigate to save time, and reduce learning curves as your team grows.
The customer and employee experience is the top priority in creating a successful helpdesk. Meeting people where they work, leveraging automation, and designing an easy to use platform are all ways to keep your customers and employees happy.
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