Customer Service for Journalism
Benefits of using Helprace journalism customer service software:
It’s purpose-built journalism customer service software
When we think of communication, we think of simple engagement and seamless transitions from phone to email to social mediums. That's because modern customers expect everything to work in unison and according to the steps they take. When you're disconnected from the general public, it becomes difficult to be engaged with your customers.
That's why Helprace offers an all-in-one support solution for the most effective service ever. This has the possibility of streamlining your fragmented and disconnected communication channels while improving user satisfaction across the board.
The journalism industry has always changed with different media platforms, and employees are constantly challenged to make do with less. If your news agency makes use of email or a simple help desk instead of a dedicated journalism customer service platform, your users or readers can feel like they are getting inadequate journalism customer service.
Journalism customer service with a self-service portal
In order to reach a wide audience, it’s imperative to increase the reach of your online presence. Divide up your support into sections and point your users to the right place. You can start providing proper journalism customer service without tying up your support agents.
The self-service portal is customizable with your own domain, branding and more. In addition, you can divide your portal into categories (called Spaces). This keeps your support in line with your departments. If you'd like to keep some of these discussions private, you can do so as well.
The best thing? Helprace is based on the cloud, so there's no limit on the number of tickets, topics, staff members or users that come in touch with your portal. This allows you to scale your support portal worry-free and focus on your support instead of your help desk.
Helprace optimizes case management and your journalism customer service
Journalists are constantly bombarded with questions and requests from other journalists, professionals or those looking to pitch a story. As a result, a regular email client just won't cut it for a busy journalist office. You need to case management tools that let you categorize messages, set triggers and automations that work behind the scenes for you. You can also collaborate between fellow journalists in private and respond collectively to everyone.
This keeps expectations clearly established, especially when it comes to deadlines and keeping respondents in the loop. Not only you can send notifications by email to notify users of ticket statuses, users can check the status of their request using the support portal as well.
Users that contact your support expect answers quickly. With journalism customer service software from Helprace you can count on your customer satisfaction day in and day out. Consider giving Helprace journalism customer service free try and find out for yourself!