Why ngDesk is the Best Customer Support Software
Customer support software is a vital part of both building and maintaining excellent rapport with customers, clients, and key accounts. It’s no different than an experience at a restaurant: good experiences are memorable, while bad experiences are best forgotten. ngDesk‘s customer support software can help make your company more efficient and effective so you’re not just offering excellent customer service, but improving all the while. Track the performance of your agents, customer satisfaction, and run reports on how and where to improve.
Let’s take a closer look at how these ngDesk features help improve your customer support.
Customer Satisfaction Surveys
One of the main questions companies have for clients after resolving issues is, “How did we do assisting you today?” To answer this important question, ngDesk created customer satisfaction surveys. It’s simple: a quick 1-5 star survey emailed directly to the customer the moment their ticket is marked resolved. This information can then be tracked over time in numerous ways, displayed dozens of ways, in ngDesk Analytics (more on this in a minute).
Customer satisfaction allows companies to to analyze trends when looking at interactions between agents and customers. ngDesk is the best customer support software because companies are given more opportunities to see where their agents excel and what needs to be improved within the agent-customer relationship.
IBM’s Watson Tone Analyzer
Another tool that helps improve customer support is IBM’s Watson Tone Analyzer. The geniality of the agent determines both whether a customer would return to your business, as well as their likeliness to recommend others work with you. ngDesk realized this and takes advantage of Watson’s immense power to “read” each message between agents and customers for a next generation approach to customer support software.
The Tone Analyzer quickly analyzes the agent’s response when replying to customer support requests. Agents are evaluated in numerous areas, such as excitement, sympathy, and frustration, to name a few. The Tone Analyzer allows for immediate feedback in order to create realistic expectations for how agents should respond–and how customers may receive their messages. The goal her being, of course, to build better customer relationships. Welcome to the next generation of customer support software.
Business is ever-changing and highly competitive. How best to succeed? These days, it’s all about what you know. Assessing your team’s performance with ngDesk Analytics ensures your company is always improving and so placed in the best position possible to succeed, as well as exceed customer expectations. In short, growth requires reflection. How do you monitor your company’s performance?
ngDesk Analytics offers many tools to receive and store data on many key customer support values, such as ticket resolution time, customer satisfaction and website visits. ngDesk created ngDesk Analytics because an efficient company is one in which analysis shapes trajectory. ngDesk’s customer support software is an important tool that companies need to proactively control the quality of their customer service.
If you have any questions or if you want a quick introduction to ngDesk, we encourage you to sign up for a free 1-on-1 screen share session with an ngDesk pro. Or you can dive right in with your very own free ngDesk account. All you need is an email address!