Whether you run a B2B or B2C company, whether it’s a small business or a large enterprise, and whether you operate locally or globally — customer service excellence is a key driver to success and growth. Especially today when customers are increasingly using social media and the Internet to publicize their experiences with a brand or business, a less-than-stellar customer service could lead to damages — like loss of business and reputation — which in some cases, can be irreversible. Consider these stats:
Cloud based enterprise service desk allows your business to stay on top of customer service issues with the help of the latest technologies and a cloud-hosted application. By reducing wait times and response times, it increases operational efficiency and improves customer satisfaction. But, that’s not all; here are 5 benefits of cloud based enterprise service desk for your business.
Help desk based on cloud improves productivity of the customer service and support team as they can gain complete access to —
These are just a few features which your enterprise can benefit from. With the flexible and integrated knowledge based reports your customer service professionals get, they can save time on analysis and identify and plug the gaps in service with greater speed and accuracy.
Help desk services based in the cloud follow all protocols that are required for data security norms of regulatory standards. You can conduct all your customer service operations without any fear of security breach. The headaches, costs, and maintenance involved is taken care of by the vendor, leaving you free to focus on your core business operations. Plus, with constant upgrades, cloud-based service desks allow you to access the latest in security softwares.
Your enterprise is not a standalone function — various departments are interconnected to provide complete solutions. Help desk services located in the cloud have access to integration techniques which allow data from multiple channels to be accessed at all times. Your customer support professional can easily respond to in-house or external incidents, whether they come through mail, social media, phone and live chat, and deliver effective solutions. The automated tools offered by cloud based systems are:
Your agents can then confidently tackle all situations and resolve incidents, as they will be able to have an overall view of all data required to find solutions.
Whether it’s about keeping your customers updated about the status of their issues or informing them about impending modifications or agreed outages, cloud-based help desk enables businesses to improve communication customers in ways more than one.
With a cloud-based solution, you save on costs and have better ROI because:
Wolken Enterprise offers cloud based enterprise service desk solutionsfor your internal and end-user needs. We provide your customer service professionals with an integrated view of customers data across different platforms allowing quick response and solutions.