A help desk automation software can enhance your customer service to ultimately promote customer retention. This presentation talks about various techniques how to do so.

1. H E L P D E S K A U T O M A T I O N S O F T W A R E
H O W C A N A H E L P D E S K S O F T W A R E
I N C R E A S E Y O U R C U S T O M E R R E T E N T I O N ?

2. TECHNIQUES
M u l t i - C h a n n e l S u p p o r t
D e l i v e r E x p e r t S u p p o r t
F i r s t C o n t a c t R e s o l u t i o n R a t e
S e r v i c e L e v e l A g r e e m e n t s
P e r s o n a l i s e d C u s t o m e r S u p p o r t
M e a s u r e , A n a l y z e a n d I m p r o v e
E a s y C u s t o m e r F e e d b a c k

3. L E V E R A G E H E L P D E S K S O F T W A R E
W I T H M U L T I C H A N N E L S U P P O R T
C h a n n e l s t h r o u g h w h i c h a c u s t o m e r
c o u l d r e a c h y o u :
1 . T e l e p h o n e
2 . S o c i a l M e d i a
3 . L i v e C h a t
4 . E m a i l s

4. Using a help desk software you can:
1. Create groups
2. Segment tickets
3. Assign tickets
4. Offer expert solutions
DELIVER EXPERT CUSTOMER SUPPORT

5. F C R r e f e r s t o t h e p e r c e n t a g e o f i n c o m i n g
h e l p d e s k t i c k e t s t h a t a r e r e s o l v e d o n t h e
f i r s t a t t e m p t .
I n c r e a s e F C R w i t h :
F I R S T C O N T A C T R E S O L U T I O N R A T E ( F C R )
M u l t i c h a n n e l s u p p o r t & H e l p d e s k g r o u p s
F C R i s d i r e c t l y p r o p o r t i o n a l t o t h e
c u s t o m e r s a t i s f a c t i o n l e v e l .
H i g h e r F C R , H i g h e r C u s t o m e r s a t i s f a c t i o n
l e v e l s !

6. S L A - T h e a m o u n t o f t i m e a c u s t o m e r s h o u l d e x p e c t t o w a i t f o r a r e s p o n s e t o
a s u b m i t t e d t i c k e t .
O v e r a c h i e v e y o u r S L A G o a l s !
SET CLEAR EXPECTATIONS WITH SERVICE LEVEL AGREEMENTS

7. Develop customer personas to increase loyalty.
Achieve this by personalizing your:
1. Web forms
2. Push notifications
3. Web popups
4. Emails and many more
Personalise your customer support

8. MAKE IT EASY FOR CUSTOMERS TO
LEAVE A FEEDBACK
A u t o m a t e o n l i n e s u r v e y s
E n a b l e K n o w l e d g e B a s e f e e d b a c k

9. Continuous improvement is made easy if you have access to help desk
reporting and analytics.
You can track metrics such as:
First contact resolution rate
Average response times
Ticket backlog
Adherence to SLAs
Customer support survey results
Knowledgebase article rankings and many more
MEASURE, ANALYZE AND IMPROVE

10. Thank you!
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www.agilecrm.com
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