Nowadays the expectation of the customers to get their issues resolved is just immediate after their first call in no time. It is not practically possible to make the support resources available at their desktop stations all the time in a 24/7 fashion. If u try to implement that kind of 24/7 support, there will be a huge cost of investment on resources and the idle time of the resources will also be more. This will not be applicable to many organizations and only it will become a waste investment. There are also some emergency incidents which needs to be addressed immediately. Hence the traditional way of offering any service by physical presence at desks is no more the best approach.
To handle the above challenge effectively, the organizations must use a different approach by using new technologies and platforms. As per the basic business philosophy, “if u don’t accept the change, change will change you”, a business organization should do a continual improvement on their product, their process and their way of operations etc.
With an increasing number of mobile phones being manufactured and purchased each day globally, it is important for the companies to "go mobile" in their customer service strategy. The availability of Mobile phones to service personnel’s will help in notifying them whenever an emergency ticket is raised. Also, it makes sure that your support team is accessible to your customers wherever they go and whatever the time is. Your agents need not worry about not being at their desks all the time and missing out on high priority and urgent tickets which need to be resolved immediately instead they can manage their help desk on the move, by using their mobile phones and tabs. They can also a response to the customer emails from mobile by attaching images, videos, resolving steps invoices etc. Also, the customer would like to raise tickets in a readymade template in an app right from their hand through mobile phones. Thus it is inevitable for an organization to launch a mobile application for their helpdesk support. This will increase the revenue of the business.
Faasthelp is a simple customer support and engagement tool.To see how it would be to have faasthelp click on https://faasthelp.com and signup to get the free trail on your application.
Here are some benefits Faasthelp can bring to any company.
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