Although customer support seems to be less lucrative and attractive job than marketing, research or development, more than often it is the only distinguishing feature that makes a company gain competitive advantage from others. To maintain this competitive edge, you should consistently deliver a service that is designed to incorporate a good mix of process, technology and manpower. By doing this, you not only enjoy the revenue generated through impressed customers returning to give you repeat orders, but also a sense of great satisfaction and accomplishment.
Processes have been made and remade since the beginning of the business world and you do not really need to reinvent the wheel. Skilled manpower although expensive and difficult to get is mandatory for all processes that continuously spring up new problems requiring human analysis and skills. Technology can replace some of the work that used to be done by manpower and processes. One of the many technology tools that has been made available to the customers include CSS help desk. Since these solutions are available at low cost, you can easily set up a customer support help desk by installing one such solution.
The concept of help desk originated when some companies in a bid to gain the very same competitive advantage of distinguished customer service started providing toll-free caller ID service. Customer records began to be stored in computers. Customer service departments began to be used for taking orders, tracking customer information and solving problems. Some branches of these departments got outsourced to different countries. All this was possible due to the steady advances in technology and its corresponding impact in all spheres of life including customer service.
CSS help desk these days incorporated tools such as live chats to connect technicians to customers so that distance does not become a hindrance to real-time troubleshooting. The database included in these help desks track the preferences of each customer, their pattern and history of buying, their feedback, favored payment modes and other useful data. Businesses can then tailor their service and products according to this data. This trend has given many specializations of the software that you can choose from according to your long-term goals and objectives.
Purchasing a solution now will help you prepare for the future trends in marketing as well as customer service. The future of CSS solutions may lie in using new methods such as cell phone texts and mobile emails for obtaining feedback and responding to customers. Feedback allows companies to be in complete touch with the performance of their product or service in the market and gain insights for enhancing the performance and improving their relationship with their customers. Companies show more accountability and responsibility by regularly taking feedback and attending to customers in this way. Customers may forgive a not so perfect product but would not forgive poor customer service and neglect of their concerns.