Help center software is defined as a knowledge base with frequently asked questions that companies make available to users – through a website – so that they can resolve their own questions or problems.
This customer support software is a self-service tool, so it is ideal for users who do not want to contact the customer support team in the first instance . This way, they can resolve their issues quickly and in the way they choose.
One of the benefits of adopting help desk software is that it reduces business expenses and increases the efficiency of support teams, as it eliminates repetitive tasks – such as answering the same questions over and over – and allows agents to focus on more complex issues.
By the way, a Gartner study revealed 越南电话号码 that almost two-thirds of employees think that their occupation in unnecessary efforts prevents the company from excelling in customer experience.
If you want to learn more about how help center software works, in this post you will learn:
What is a customer support center for?
Customer Help Center Features;
How does the help center work within help desk software?
What is a customer support center for?
A customer support center serves to assist and guide users who are looking to solve or find answers to a particular problem . The goal is to provide a positive and satisfactory experience for a company's customers.
Today, a percentage of customers seek direct interaction after exhausting all available customer service options.
In fact, 76% of customers prefer self-service over alternatives like phone or email support, and more than half would abandon their online purchases if they don't get quick answers to their questions .
In this sense, it is necessary to highlight the benefits obtained by companies that implement help center software:
Greater customer satisfaction;