Help desks offer a huge side benefit beyond, you know, helping people. They’re great at collecting valuable customer data.
When customers or employees ask a question or search for an answer on your help desk site, the software keeps track of their queries. That data can then be shared across your entire organization, helping inform everything from service and support strategies to marketing campaigns and new product roadmaps.
Integrating your help desk services with CRM unlocks a host of features to help your business succeed, including mapping support cases to individual customer records, logging those tickets as cases, and using that data to help create more personalized experiences for your customers.
Automated logging and reporting of service activity ensures that each support ticket is worth its weight in actionable data. To that end, many help desk systems now offer analytics and customer satisfaction surveys (CSAT). Analytics tools crunch the numbers for you, turning mountains of data into insights you can actually understand. From intuitive, real-time alerts to visual presentation of key insights, help desk analytics can really pave the road from service to sales within your company.
Hot Tip Alert: Customer Service is one of the most under-utilized competitive advantages.
Guess what happens when unhappy customers feel like their complaints have really been heard? Believe it or not, many of them will become your biggest — and loudest — fans.
CSAT unlocks this advantage by asking customers to rate their service experience once their query has been resolved. Make sure your help desk system supports CSAT, and start out simple. Many businesses opt for a one question survey along the lines of, “How satisfied were you with the resolution we provided today?”