Customer Engagement - Helprace
Take the first step in customer engagement before users are compelled to submit a support ticket
Those who reach out to a company in the form of a support ticket are only a small portion of the overall customer base. Additionally, an even smaller proportion of users who do reach out, do so more than once. This means that not only the majority of tickets are “one hit wonders”, but customer engagement fails to catch on past ticket management.
Customer engagement is the first step that any company has to take in order to start a customer relationship on the right foot. Help desk software in itself will never be a substitute for building customer engagement. Here are some of the measures businesses should consider to ensure they are promoting customer engagement:
Gather general customer info
The first step is zeroing in on the customer base. Whether you are in the admin panel or browsing the community, hovering over the username will provide you with basic user information. Here, you’ll see the join date and the number of posts, allowing you to gauge user engagement anytime.
See who your customers are
The community portal profile provides your agents a more in-depth look of the user. User participation in all four channels (praise, idea, question, and problem) are measured on this page. Requests via the private channel (tickets) are categorized by status, so you know what needs attention first.
Gather feedback in the form of praise, ideas, questions or issues
There are four feedback channels that form the backbone of our philosophy of engaging customers. When a customer requests are categorized in this matter, your agents can make an informed entry and start impressing customers from the start. Best of all, customer engagement starts when users visit your website.
Engage users in a knowledge base
The Helprace knowledge base fosters customer engagement by allowing users to vote on articles, so you always know what company knowledge is of most interest to your customers. Steer your company in the right direction based on what your customers want.
Helprace software suite puts your customer’s needs first - enabling early customer engagement
We are proud to say that the Helprace software suite is a combination of the best in online customer support software. The help desk, community and knowledge base are not just iterations but full product evolutions built with customer engagement in mind. Don’t just take our word for it. See for yourself by taking a look at our tour or take the plunge with your free trial version today!
