What is CRM Helpdesk Software?
CRM helpdesk software is a simple tool that allows your business to increase its customer retention rate by providing top class service to them. Companies that have used a CRM helpdesk have reported a very high increase in their customer lifecycle time.
The main function of CRM software is to aid in the resolution of customer queries and issues in the least possible time and with the best possible customer experience.
How Does it Work?
This is how a basic CRM helpdesk system works:
- A customer reaches out to the company with an issue, a query, or a request for refund.
- A helpdesk ticket is generated to track the progress of the query/issue.
- The issue must be resolved, or the query must be answered, or the refund must be processed.
- Once that is done, the ticket is closed.
When you integrate your helpdesk system with CRM software, it will allow you to track tickets that originate from multiple sources either in or outside of your website. For instance, the ticket may come in the form of a chatbox query, a social media post, an email to the company’s email address, or even an online form.
The Drawbacks of a Traditional Helpdesk Ticketing System
Unlike traditional helpdesk ticketing methods, where there will be support staff tracking all these different platforms, a CRM helpdesk allows your support team to track and respond to all queries from a single platform or inbox.
Traditional helpdesk ticketing has a lot of drawbacks that can easily be avoided when you use helpdesk CRM.
For example, if all your customers’ tickets fall into a single shared inbox, there is a possibility of multiple members of your support team may respond to the same query again and again. If this happens even after a query is resolved, it is bound to cause customer dissatisfaction.
Let’s look at another situation. What if the same customer reaches out to your company with his or her issue on different platforms? What if he sends you an email about the issue, then reaches out on Facebook, and after that send the same issue to your company through your website chat box?
Instead of considering all these queries as one and the same, your support team may waste time trying to resolve the same issue, and in different ways. This will lead to a lot of confusion, and again affects customer satisfaction.
How CRM Helpdesk Overcomes These Drawbacks
CRM helpdesk is usually an integrated software that allows you to collate all information in one place. Unlike a shared inbox, CRM helpdesk system keeps track of every ticket that is being resolved and those that are closed.
This avoids confusion and redundancy as the system is able to filter the same request from various platforms into a single ticket that can be resolved. Your team can then respond to this ticket from within the system itself.
CRM helpdesk software helps in organizing all your tickets, prioritizing them, and handling them seamlessly.
The Benefits of Using CRM Helpdesk For Your Business
Now that you have a superficial view of how CRM helpdesk software works, let’s take a look at all the advantages you have when you choose to work with this system:
1. A Unified Dashboard
CRM software allows you to view all queries on a single platform. This means that queries from different channels such as social media platforms, email, and chat boxes, are brought together by an omni channel system and consolidated.
This also prevents multiple tickets being raised for the same issue from the same customer.
2. Labelling Tickets Based on Priority
The system allows you to label each ticket according to its priority. All tickets arriving in the system will then be automatically assigned based on their priority.
This eliminates the issue of having to go through each ticket to find out whether it is a high priority or low priority ticket.
3. Auto-assignment of Tickets
Using a CRM helpdesk system will help you cut out all the extra time it takes to figure out which person on your team is supposed to be handling a particular type of query.
With an auto-assignment feature, the system automatically assigns the right ticket to a relevant person on your team, with all the details necessary to close the ticket. This ensures quicker turnaround, and better customer satisfaction.
Tickets can also be assigned to agents or team members according to the workload they already have. This means that team members with lesser number of tickets will be assigned new ones that come up.
4. Better Accountability With Automatic Updates
CRM helpdesk allows the customer to receive instant notifications based on the status of their ticket. This gives them the assurance that timely action is taking place, and they would not have to keep calling in and checking on the status of their issue.
This feature also ensures better accountability from the sales agents and other members on the team, who would be mindful of the time they need to take to close a ticket.
5. A Strong Knowledge Base
Very often, your sales team may come across similar issues that customers have that may be taking time to resolve. You can create a pool of information, or a knowledge base of FAQ’s (Frequently Asked Questions), that contains all the necessary steps that need to be taken for a common query.
This will reduce the turnaround time and improve the efficiency of the whole process. This will also be accessible by customers, so they can first check if a certain issue can be resolved by themselves before they create a ticket.
Team members can also reach out to each other in the internal chat to seek help on resolving queries.
As you can see, a CRM helpdesk ticketing system will definitely improve your customer service and increase the efficiency of your team. Having a CRM system will provide your business with all the tools needed to build stronger and long-lasting relationships with your customers.