Why You Need Helpdesk Support Services to Meet Your Customer Support Needs

Helpdesk support services are indispensable for a business that is customer centric. Helpdesks assist businesses in handling customer queries and providing excellent customer services. Good customer service leads to increased sales and customer loyalty. According to a survey by BI Intelligence, 66% of customers opined that customer support services plays a more crucial role than prices of products in their purchase decision-making process. The value that exceptional customer support services provide businesses by building trust and loyalty in the customer’s mind is irreplaceable. Competent helpdesk services help in resolving customer queries promptly, attract new customers and guide them through the technicalities of products.

Customer support help desk services improve customer experience by:

• Making it easier for customers to approach your business
• Offering proactive customer support
• Empowering your customers to address common problems on their own

Therefore, it is essential that your customer support helpdesk support services are actively responsive, consistently assist users, and go the extra mile in service delivery of technical support.

Focus Areas Of Helpdesk Support Services For Your Customer Support Needs

Customer Sales And Support Services

Billing and payment issues represent a large proportion of customer inquiries that a business has to resolve on a routine basis. These issues can either be common and repetitive or one-time and rather difficult to handle. Sales and support services may have to begin with the simple task of understanding the issue that the customer is trying to communicate. Customer services can also be proactive by letting them know about features and options available that will help make their product usage experience easier. Another important aspect in customer support services is order processing. It includes recording information and invoicing to enable processing of orders. The objective here is to speed up the order handling process. A shorter order processing time is proven to provide your business a competitive edge.

Pre-Sales Support

Pre-sales support services assist businesses in finding and retaining customers. It focuses on answering product related questions that customers have when they are in the process of making a purchase decision. Pre-sales support services can offer integral information to customers across a range of communication channels. They also play an important role in conversion rates. As per research by Harvard Business Review, businesses with good pre-sales services have high win rates of 50%.  

In a B2C set up, pre-sales services are essential in fielding inquiries and explaining features and pricing to guide customer’s buying decisions. On the other hand, in a B2B set up, pre-sales services help businesses gain detailed customer insights and analyse client needs.

Post-Sales Support

Post-sales support is a combination of all the processes that ensure customers are satisfied with products and services of a business. Post-sales customer support is intrinsic in building a long-term relationship with customers. These services entail a variety of activities such as product registration or activation and remote IT and diagnostic services.  They also include training regarding the use of products, updates for software, repairs, maintenance, servicing, and replacement services in case of defective products. Reliable and round-the-clock post-sales services are expected by customers. You can also use post-sales support as a parameter to achieve brand loyalty and customer satisfaction.

Customer service helpdesk services are not only a means of addressing problems and complaints but can also be seen as opportunities to make your customers happy and create a good brand value. Therefore, when customer value is directly tied to the quality of customer service, its importance is boundless.