The only way you are going to build yourself a brand that lasts is by defining a goal for your organization. This is important because before you start implementing a customer support system in place, and start worrying about a ticketing system like an email or a social media ticketing system, you have to understand what it is that you are aiming to achieve.
This can be accomplished by a very simple exercise. Start by jotting your goals down on a piece of paper. Just focus on the essentials, this will go on to become the base of everything your organization does. It is of high importance that your values and goals are practical in nature. Any code is ineffectual if its implementation is not pragmatic.
For most people, customer service is something that is only the concern of the people who are managing different channels. But, the actuality of the matter is quite different. Customer service is the job of every individual in the organization. For instance, the web designer’s choice of design will greatly impact a customers’ experience, and as the right choices are made, the prospective customer just might turn into a client, or better yet, into a loyal customer.
It should therefore be made very clear to everyone that the customer care experiences are every employees’ responsibility.
The helpdesk software will greatly enhance your customer care system, as it will have an efficient and apt ticketing system in place along with a wide multitude of productive tools. But, it is equally important to have the right people on the team. There is no substitute to a hardworking and dedicated employee and this is one area that you shouldn’t ever be frugal with.