In today’s fast-forward and super competitive business climate, addressing inquiries and resolving customers’ issues has become a pretty daunting task. Omnichannel communication and high volume of support requests make the situation even more complicated, but not anymore! With the bpm’online helpdesk solution, you can now streamline inquiries and support requests, ensure smoother collaboration across various departments, resolve issues faster
Why Your Business Needs Help Desk?
Whether you are running an enterprise or a mid-level business, ensuring fast and efficient customer support is your priority. But, it is easier said than done when your customers may send you a support request through live chat, check on the status on telephone and follow-up further via email. Here you need a robust help desk solution that can centralize all your support requests and enquiries, resolve simpler issues with automated workflow, forward complex ones to your support agents and offer a way to your customers for tracking the support request status.
Centralize your support requests
Today most businesses offer a number of channels through which customers can request for support or ask questions; telephone, email and live chat being the most common ones. While this omnichannel communication may empower your customers, it can spell disaster for your support team. Unless you can centralize all communication channels. An efficient helpdesk software does just that by integrating all the channels with a ticketing system. This way, no support request ever gets lost in the sea of emails you receive every day.
Reduce the tracking time
If you need more than a couple of seconds to track the status of a support request then it is time for some change. A helpdesk solution is just the thing you need. An efficient helpdesk not only lets you track the status of any support request, but also can notify the concerned customer about the progress via e-mail or a self-service portal. Moreover, when it comes to improving your products or services, you can easily track the issues that most customers are bothered about. This insight goes a long way in improving your offering and in turn, improving your customer satisfaction.
Improve inter-departmental communication
A great business should work as a well-oiled machine, where each of part knows and plays its role efficiently. This is only possible when there is complete transparency among various departments. With a helpdesk system in place, your support team can synchronize effectively with other departments such as sales or engineering. When all the concerned teams have a comprehensive view of the problem at hand, they can collaborate and resolve it faster, enhancing productivity manifolds.
Speed-up your customer support and improve productivity with bpm’online helpdesk solutions.
Power-up Your Customer Support with bpm’online
Bpm’online helpdesk system integrates seamlessly with bpm’online CRM and offers a comprehensive view of the customer. So as soon as you get a support request, you can pull-up all vital data such as customer’s purchase history, support history, corporate relationship structure and the entire interaction history. The information is further enriched with social media data. This 360 degree view helps your support agents to effectively understand and help the customer without wasting valuable time.
Using the easy to use system designer, you can create customize interface for your helpdesk with minimal or no coding expertise. From adding your logo till adding or removing data fields, or changing business logics; the low code environment lets you do it all by yourself, without the help from IT department.
Omnichannel communication capabilities make it easier for you to centralize all support channels such as emails, telephone and live-chat. The system integrates with MS Exchange and Google to merge your email inboxes into one unified environment. Also the bpm’online helpdesk software offers out-of-the-box CTI connectors with all leading cloud telephony services such as Avaya, Cisco, CosmoCom and ZyXEL. This way, your support agents can send or receive emails and take or make phone calls from within the system itself.
This feature lets your customers lodge support requests on their own. On one hand, the self-service portal reduces the customers’ dependence on phone calls or emails; on the other, this saves tons of time for your support agents who would otherwise have to check numerous phone calls and emails just to manually register the support cases. Moreover, the self-service portal lets your customers monitor the resolution process and offer feedback effortlessly.
The robust system registers each support case automatically via incoming emails or self-service portals. You can set rules for detecting ‘junk’ emails so as to eliminate unnecessary communication. This way, your support agents can focus on addressing and resolving issues without wasting any time at all.
The robust queue management system judges the priority and other parameters with pre-defined rules and manage the support queues accordingly. You can create dynamic queues that highlight specific contacts that require immediate attention; or open queues where agents can see all the support requests at a given point of time. You can also remove cases from the queue if they no longer need resolution..
Bpm’online was named a Leader in The Forrester Wave™:
CRM Suites for Midsize Organizations, 2016.
In addition, bpm’online has been recognized as a Strong Performer
in The Forrester Wave™: Sales Force Automation Solutions, 2017,
The Forrester Wave™: Lead-To-Revenue Management Platform Vendors, 2016;
The Forrester Wave™: Customer Service Solutions For Midsize Teams, 2017
and The Forrester Wave™: Dynamic Case Management, Q1 2018.
Bpm’online has been named a Challenger in the Gartner Magic Quadrant for Sales Force Automation, 2018, 2017, 2016 and the Gartner Magic Quadrant for CRM Lead Management, 2017, 2016; recognized in the Gartner Magic Quadrant for the CRM Customer Engagement Center, 2018, 2017, 2016, 2015, included into the Gartner Magic Quadrant for Intelligent Business Process Management Suites, 2017 and Gartner Magic Quadrant for Enterprise High-Productivity Application Platform as a Service, 2018.
Nucleus Research consecutively positioned bpm’online in the Leaders Quadrant of the Nucleus CRM Technology Value Matrix 1H 2018 for its unprecedented agility to modify processes on the fly.
Ovum, one of the leading global technology research and advisory firms worldwide, has Bpm’online named among the world’s top 10 CRM vendors in latest Ovum CRM Decision Matrix. Bpm’online has been recognized for its process-centric approach and intuitive platform.
CRM Magazine, the leading publication of the industry, recognized bpm'online as a Leader in the Midmarket CRM Suite and Sales Force Automation categories, as well as named the One to Watch in the Enterprise CRM Suite in the CRM Market Awards 2018. This is the fourth year in a row that bpm'online made it onto the leaderboard in the Midmarket CRM Suite category, with superb scores all around.
bpm’online has been honored as Gold Stevie® Award Winner for the Best Relationship Management Solution of the Year in the 11th Annual International Business Awards. Winners were selected from over 3,500 nominations.
In 2015 for the second time in a row bpm’online is selected as ISM Top 15 CRM Award winner by, ISM Inc., Customer-Centric Strategic Advisors. The company is positioned as a leader in the fast-paced CRM industry.
Bpm’online received a 2015 CRN® Enterprise App Award for its bpm’online mobile CRM application. Bpm’online’s mobile app was selected by a CRN editorial panel based on a combination of critical factors including functionality; suitability to task; ease of use; innovation; and potential value to solution providers, their customers and the market in general.
Bpm’online has been named a Leader in CRM Software and Business Process Management Grid® Reports by G2 Crowd, Summer 2018.
Bpm’online named a CRM Watchlist 2016 winner among the top global CRM vendors.