Support System - Helprace
Great customer service isn't easy. It involves the right process, company-wide support and the acceptance of the customer base. More importantly, it requires the need to change and embracing constant improvement.
Helprace is an all-in-one support system designed to cover all of your customer service, feedback, engagement and document management needs. This may seem like a lot - and it is, but with the right tools even the most daunting task can be an effortless experience.
This is the philosophy we adopted when we set out to build Helprace over eight years ago.
Should you stick with email for your support system?
This is a question that gets asked frequently. After all, an email client is free - and usually comes with stability and dependability we have come to expect. However, e-mail is designed for two-way communication and not for customer service.
So it's important to look at your business, its needs and customer base in order to figure out what exactly you need that a simple, free email system can't do so well.
Email support system
Working with emails can get very tiring - especially if you got lots of them. It gets even worse if you have more than one support representative in your support system. Assigning, setting tags, internal notes - all features help keep on top of help desk management. Not to mention keep everyone accountable.
Knowledge base support system
Centralizing company information and working on offering a self-service option may seem like a daunting task. Yet, when customers find answers they wanted to quickly, everyone wins. There are less support emails, customers get detailed answers and may even recommend the company to others.
Feedback support system
When customers contact support, they likely to have a question, request or a clarification. Likely still, they may have some feedback to share. A feedback support system can be implemented through a portal or a feedback widget you can place anywhere on your site.
Picking the right support system for your company
On the surface, it's quite difficult to figure out what support software to go with. This is something that you can only figure out by thoroughly testing out all the systems individually. We invite you to sign up for a free Helprace trial to help you out in your support system selection process.
After all, there are 30 days to play around with no obligation required on your part!
