New technologies have a way of complementing each other, especially when used in certain fields. In recent years, businesses of all sizes have made the switch to cloud data storage. These web-based platforms let them back up their files, records, and archives directly on the internet. Business owners no longer have to worry an accident or natural disaster damaging their servers and wiping out vital company records, since all information is securely stored online. And because it uses only a fraction of the bandwidth of earlier data storage systems, cloud-based programs make taking on more clients much less expensive. Of course, the growing company must then make adjustments to accommodate a larger customer base.
One of the most common mistakes burgeoning businesses make is that they fail to invest in customer service. As a result, the level of personal service and attention will invariably drop off as the client base expands, forcing some customers to jump ship. This unpalatable scenario can be avoided with a modicum of effort and a small investment. As we mentioned at the outset, certain technologies go hand- in-hand and work together when a business takes a technological step forward. What do we mean?
In short, updating your data storage system without a corresponding upgrade in your customer service management software is a recipe for disaster. Having two systems that belong to two different technological ages simply won’t work for the reasons we stated earlier. A business of any size can and really should expand when it starts storing information more securely and inexpensively in the cloud. But a larger customer base will put demands on antiquated customer service management software that it is simply not designed to meet.
What’s the solution?
Even a boss who sees that business improving may be reluctant to hire in an uncertain economy. That is perfectly understandable. But what he/she cannot do is neglect to upgrade their old customer service management software as the client base expands and grows out of a superannuated system. If they do and service declines, the customer will most certainly leave them for a firm that offers better support.
Just like cloud data storage, modern customer service management software is web-based, making it much less expensive to maintain and more secure. There is no hardware or software to install, update, or repair, since all of those vital functions are handled by IT guys (and girls) that manage the software on the internet.
How do they work?
According to a recent help desk software comparison, most virtual systems run the same way traditional help desks do, that is, they rely on a ticket system that lets customers contact the company at anytime. The subject of these tickets can be a question, complaint, or a general inquiry. They will remain open until an employee responds them. Many successful companies pride themselves on closing these open tickets as soon as possible, since it is a key measure of customer service and satisfaction.
Adding a service desk to an existing website is a simple and affordable way to let your customers know you care about their questions and concerns. Not to mention the fact that online helpdesks are extremely efficient. They do not take an entire customer service department run. A single employee may be able to respond to all open tickets in a timely manner, depending on the size of the organization.
