Did you know that 61% of customers have switched to a competitor after a bad customer service experience? Not only that, but they’ll tell 16 people about their negative experiences, which can then cause your company’s reputation to fall quickly.
As an entrepreneur, you can’t risk anything that’ll destroy your hard work. So to combat these bad experiences, you should start a business help desk that consumers can access.
Of course, it’s vital that you get this right too. Otherwise, your customers will become even more frustrated.
Read on for the key dos and don’ts you should follow to ensure people have a seamless journey.
Do: Understand Your Customers
As with any business, you need to understand your customers to better serve them. Do research to see what your target audience’s needs and preferences are. You can conduct either first-party surveys or purchase data other companies have to get a larger picture of things.
Either way, use this information to tailor your help desk services to match their requirements.
Do: Create a Detailed Knowledge Base
It’s vital that your customers find answers fast, and a detailed knowledge base can help in this case.
The main feature of your knowledge base should be a comprehensive FAQs section. Keep adding to it as time goes on, as there are bound to be new questions that pop up that people ask often.
In addition, include troubleshooting guides and tutorials. This allows customers to find solutions to common problems on their own. This is a win-win situation, as they’ll get fast resolutions, and your staff won’t be as inundated with inquiries.
Do: Implement Ticket Management
It’s possible that you’ll be inundated with requests, which can get messy fast. Add in agents that work different shifts, and it’s likely that your operations will become inefficient.
You can simply solve this by using one of the most popular business resources: the ticketing system. This system allows you to assign, track, and prioritize customer inquiries, which will ensure timely resolutions.
Do: Offer Multichannel Support
Your business help desk shouldn’t be only available through one channel. Consumers have different preferences, so ensure you cater to them.
For example, the older generations may prefer phone calls, while the younger ones prefer social media. Other channels to consider include live chat and email.
The good news is, these channels shouldn’t be difficult to implement help on. So it wouldn’t hurt to include a nice mix of them to better serve your customers.
You can even get an online business address to get an additional channel. This is useful to you as a small business owner since you’ll have an official address and other helpful services that’ll make your brand appear more professional.
Don’t: Ignore Negative Feedback
It’s almost inevitable that you’ll get negative feedback and complaints. As an aspiring entrepreneur, it might be discouraging to see that people have bad things to say about your business. However, try to look past that.
In fact, negative feedback should be considered a good thing, as you can learn from it. Address the feedback and complaints promptly and professionally, which can show internet users that you know how to conduct yourself efficiently. This can actually lead to increased business, as they’ll be impressed that you can handle bad feedback with grace.
In addition to resolving issues promptly, you should also use the feedback to improve customer satisfaction. Look at what they have issues with, and immediately make changes to provide a better customer experience.
Don’t: Overpromise and Underdeliver
While you’ll want to serve your customers well, you shouldn’t overpromise either. This can disappoint and even anger them, whereas being transparent and honest will have fewer consequences.
So don’t promise unrealistic resolutions or timeframes. Set expectations that you can realistically meet. Not only will consumers manage their expectations better, but your staff won’t be as stressed to meet those expectations either.
Don’t: Have a Lack of Communication
On that note, don’t go too far in the opposite spectrum. You might think it’s a great idea to give as few details as possible while you’re sorting things out for your customers. However, they’ll be angry that they’re left in the dark.
It’s important to communicate and be transparent. Keep them informed about the progress of their inquiries, and don’t leave them hanging without updates. They’ll appreciate the effort you’ve put in to keep them in the loop.
Don’t: Neglect Data Security
Cybercriminals are always on the prowl, and security breaches are very common. Many businesses get complacent about data security, so don’t let yours be one.
Consumers entrust you with their sensitive details, such as bank account numbers, order numbers, and personal addresses. Don’t lose their trust by being lazy and skipping out on protecting these details.
Ensure that customer information and communication are protected. The more layers of cybersecurity you have, the better. Plus, it’ll give you a leg up on your competition when people know their information is completely safe with you.
Start a Business Help Desk That’s Useful
If you want to start a business help desk, that’s always a wonderful idea. It allows your customers to get vital information, even past your regular business hours.
However, it’s crucial that you get the details right. Otherwise, your help desk can be a hindrance rather than an asset. If you follow our basic dos and don’ts, then you should be on the right track to giving your customers the help they need.
For more information on running your business efficiently, keep reading our blog page.