Looking for the golden ticket to exceeding customer expectations in the age of fast-evolving digital media and the always-switched-on era?
Businesses all around the world are united in the notion that they’d like to delight their customers. And part of that desire to delight and exceed customer expectations falls on being able to respond to customer issues and queries faster.
Everyone wants to feel listened to – and consumers are becoming less patient when they face an issue with a business service or product. They want a seamless experience of a resolution in a timely manner. So how can businesses quickly adapt to the growing demand of rising customer expectations and resolving their queries faster, more effectively and save money when doing so?
The answer lies in the form of a No-Code SaaS help desk software. It’s your ‘golden’ ticket to collating and resolving customer queries in one place – no matter where they come from, and then automatically systemizing them so the correct response can go out with context of past conversations. We call it the golden ticket because it literally can be built in a matter of moments – and no coding experience or costs of full development teams is needed.
No-Code Saas Help Desk Software Offers Versatility
If you’re thinking about how unique of a solution your help desk software needs to be, given the nature of your business, but at the same time, you need to quickly onboard a help desk software that will do the job perfectly, then it’s time to consider a no-code SaaS platform for its versatility and ease of use.
Adopting a no-code SaaS platform for your help desk means you can include knowledge bases dedicated to your own business, self-service portals, SLO management, reporting and much more without the need to learn a single line of coding or hiring an expensive developer. Sounds like a golden opportunity to us…
Why help desk software is a necessity – not a luxury for most growing businesses
As your business grows, the number of customer messages will also likely increase. Thus, help desk software is a vital tool for growing businesses to keep up with the flow of messages, calls and queries that come in left, right and center. A help desk system, according to 86% of service teams, increases productivity with service agents. Furthermore, 51% of high-growth service teams rely heavily on help desk systems to get their job done. So having a quick solution which no-code SaaS help desks provides is actually a gateway into happier staff.
It’s not just your customer support teams that benefit though. Helpdesks play an important role in delivering excellent customer experiences by empowering agents to do their best work and making it easier to align customer journeys from start to finish.
This makes complete sense for why customer service software is a necessity in today’s world, when you consider that 93% of customers are loyal to a business which offers excellent customer service. Add to that, the fact that volume of customer issues have increased over the years, with the average ticket volume risen by 16% since the pandemic, it’s safe to say, we needed a solution that will make the agent’s job of managing and exceeding customer expectations a lot easier.
It’s a relief for business owners and IT managers when you consider how help desk software has greatly streamlined the process of triaging and resolving customer issues. While some organizations may struggle with shared inboxes and spreadsheets, a solution that organizes incoming tickets, employs automation, and directs queries to the appropriate place can save a significant amount of time, not to mention provide a better overall customer experience.
Because of the wonders of the modern help desk, customer support staff can now handle much higher ticket volumes while providing faster response times.
It also favors why so many enterprise and SME businesses want seamless, omnichannel help desk software. But that doesn’t mean it’s easy to find the solution that’s the right fit for your business. The way to incorporate everything your business needs in the form of a help desk, without having coders build one for you from scratch, a no-code SaaS platform is one to consider.
And if you’re in the position of thinking that your current help desk is not working as well as it could be, then it is very possible that a no-code SaaS platform is the best option for a help desk like yours. Let’s take a look in a little more detail.
What is saas help desk software?
We start with understanding exactly what a SaaS help desk software is. In definition, a software-as-a-service (SaaS) help desk is cloud-based customer support software. It assists customer service teams in managing all communication channels, developing intelligent automation to speed up the process, and producing performance reports.
The appeal lies in the fact that SaaS (Software as a Service) help desks are less costly and simpler to set up than on-premises alternatives. Help desk software as a service (SaaS) is a software product used by customer service and IT teams to serve employees and/or customers. Its primary functions are to assist support teams in systematically managing support requests, providing self-service options, tracking and reporting performance, and, ideally, much more. The best SaaS help desk software can assist your customer service team in being proactive, flexible, and dynamic. You can automate your processes, track bugs and issues from beginning to end, and delight your customers.
Simply put, help desk support software is intended to provide you with the tools necessary to make your customers feel heard. Here’s a basic explanation of how it works:
- Customers with questions, concerns and issues contact your business via email, phone, text, web, chat, and social media.
- If applicable, the SaaS help desk system generates a ticket for each issue and automatically associates it with the customer’s history.
- Depending on the business rules, tickets can be assigned manually or automatically.
- While working on tickets, agents can easily collaborate with other team members for assistance.
- When the agent has resolved the issue, they notify the customer via their preferred communication channel.
- Admins can create workflows and assign agents different levels of responsibility.
- You can use analytics to track customer satisfaction scores, internal KPIs, and more.
What are the benefits of SaaS help desk software?
As a customer support tool, SaaS help desk software has numerous advantages. First most basic, yet the most useful benefit is in the reduction in manual work, as SaaS help desk software will always provide an alternative (centralized) site for customer tickets that would otherwise be dispersed across email chains, telephone calls, social media and spreadsheets.
Here are a few more advantages of support desk software that you should also consider:
Internal And External Communication Transparency
Serving hundreds (or thousands) of demanding customers every day is difficult enough. It’s nearly impossible with crossed communication lines and siloed customer request information. Support desk software collects requests from multiple sources and converts them into tickets that can be tracked in a single shared inbox. Agents can see the ticket history as well as who is taking what action on each ticket in real-time via the shared inbox.
Ticket Routing Based On Context
Finding the right person to talk to about a specific issue becomes increasingly difficult as your organization grows. However, with SaaS help desk support software, you can create workflows based on pre-filled ticket information to ensure customers are connected with the appropriate agents. Furthermore, if the primary agent on a ticket requires assistance in resolving it, they can contact other team members within the support desk software without confusing the customer.
Constant Learning And Development
Customer feedback is critical for any business, and help desk management software can assist you in collecting and disseminating it throughout your organization. This feedback can then be used to improve service, product development, sales and marketing strategies, and much more. Reporting and analytics can also help management make staffing, training, and standard operating procedures decisions.
Why use a help desk system?
When a customer decides to contact a company, they expect several things:
- A convenient method of communication
- They need a quick solution to their problems.
- They would like a personalized experience
And the solution is being able to meet the customer demands? You’ve guessed it… It’s the help desk software. Why? Well, because a help desk software can automatically collect incoming inquiries from different sources and conveniently lay them all out for easy and, most importantly, much faster access.
It comes down to this: Help desk solutions are inescapable concepts of customer service in the corporate world, designed to ensure that no customer becomes dissatisfied or angry due to a problem with your goods or service. Help desk systems virtually improve customer experience by resolving problems quickly and on time, and by being at the customer’s fingertips. Moreover, 77% of customers would recommend a brand to a friend after just one positive experience, according to statistics. We’ve all heard about the power of word of mouth. And we’re all aware of the damage a bad customer experience can do to your business.
Statistics support this, as it says for every negative experience that a customer has, it takes 12 additional positive ones to compensate for it. Thus, one might even go as far as to argue, customer service is possibly even more important than the product or service.
According to a study conducted by customer service consulting firm Walker, customer experience will be the sole brand differentiator over product and price in the future.
Thus, more and more businesses rely on a help desk system which allows automation of issue resolution workflows, centralizes all data, and keeps the internal staff in-the-know with alerts.
Another noteworthy feature is personalization. Customers value personalization, which they often interpret as an indication of how much a company values them. Marketers have discovered that personalized shopping experiences lead to an average 20% increase in sales, and 8 out of 10 customers believe that companies that provide such experiences are more likely to win their business. And how does a help desk software help with personalization you may ask? Well, they have the capability to to do the following:
- Empowers agents with details so they can address a customer by name.
- Communication and purchase history are available.
- Templates that are unique
- Auto-responses
- Signatures of the agent
- Internal remarks, etc.
And besides what help desks can do for customers – it can do a great deal for your staff who deal with customers on a daily basis too!
The following are some of the most important features to look for in a help desk ticketing system that are directly related to work efficiency:
Team Collaboration: One of the most important features of any service desk software that allows you to track the progress of the entire team and better organize the workflow. It means that multiple agents can be assigned to different tickets while still being able to see who is working on what.
Automated ticketing: Some tasks are repetitive and can be considered time stealing. Most of them can be automated using a help desk ticketing system, allowing customer service representatives to focus on more important issues.
Ticket tags: are required to keep communications organized. Furthermore, they can assist businesses in identifying common issues that their customers face on a daily basis.
Customizable templates: can actually speed up the ticket resolution process. There are always things that many customers have in common, so you can prepare your responses in advance by creating a template. Option for searching. The search field, which is both simple and important, significantly improves ticket navigation, thereby increasing the overall efficiency of the process.
For many businesses, help desk software is the method which allows them to keep up with all of the available ways to meet their customers’ needs. Communication methods are constantly evolving and updating, and there’s no telling which channel your customer base will shift to next. Using help desk software allows your buyers to find your support options when they need them, regardless of their preferred platform.
How does no code platform work?
No-code development platforms are purpose-built to allow business users with little to no or no coding experience to design, develop, launch, and modify enterprise-grade applications. There are also low-code platforms which are designed to be used by developers and have some differences to no-code platforms.
Low-code is a method of software development that requires little to no coding to create applications and processes. So instead complex programming languages, a low code development platform can use visual interfaces with basic logic and drag-and-drop capabilities. Users with no advanced knowledge of coding or software development can use these intuitive techniques to create software for a variety of purposes, including help desk software.
No-code is a programming platform that allows non-technical users to build applications by dragging and dropping software components to create a full app. No prior coding experience is required for users to create applications with no-code. With no-code, you have some limitations as the interface is often built by the creators, and you literally need no software building knowledge to deploy. They’re super simple to use even if you have zero coding experience, and especially useful if you do not want (or simply cannot) rely on your internal IT department to build the software for you from scratch.
If adaptability is required, that’s when businesses will look at low-code solutions, as they are a meet-in-the-middle solution, where you can use graphical, drag-and-drop features, but also be able to code or programme elements if necessary. See the table below to understand the distinction between no-code and low-code software.
Is no-code platforms the future?
No-code and low-code app builders allow you to design and build a help desk software without the need for coding knowledge or the funds to hire a coding team. You can create simple applications without writing any code by using modern development tools. This means you can quickly create applications to provide useful tools for your business.
These no-code development platforms are truly game changers, allowing non-techies to design and produce applications while also providing businesses with nearly limitless options for improving operations.
Why is a No-Code SaaS Platform the Golden Ticket for Help Desks
Developing a traditional SaaS help desk from scratch requires expert programmers (if not a full technical team) capable of custom coding both back-end and front-end software infrastructure which can be very expensive.
No-code platforms exist to bridge the gap between traditional programming platforms and the end users who interact with SaaS products.
Business owners can customize the look and feel of software without writing a single line of code in this middle ground. They also understand that having the right tools (such as help desk software) in place to support customers is now more important than it was before the pandemic. Approximately 59% of consumers are now more concerned with CX when making purchasing decisions than they were prior to the pandemic.
Low-code and no-code platforms accomplish this by providing templates and pre-programmed code blocks that can be dragged and dropped onto a web page as desired. These blocks are coded to perform specific functions, and combining multiple blocks can result in a more complex series of functions and a product that the end user can interact with.
The customer service expectations are rapidly changing. The future is unknown, but it is clear that this is only the beginning of the next phase of SaaS, with incredible business opportunities for entrepreneurs who learn to use these new tools to empower their agents to deliver better experiences to their customers. Companies will begin investing more time and effort into delivering hyper-personalized experiences with help desk and CRM technology going forward and a no-code solution is a great way to go. According to Twilio’s segment report, around 85% of companies say they’re providing a somewhat personalized experience to customers, but only 60% of customers agree
Looking for the perfect business platform for your company? See how Wavity can help!
Do you want to process internal requests quickly and efficiently within your organization? Empower your IT teams with the perfect SaaS help desk solution to support employees. Develop highly compliant and reliable interfaces 10-20x faster than traditional development methods. Build all the features you require without coding!
When it comes to managing customer support requests, the no-code SaaS help desk ticketing system is your golden ticket. It not only helps customer support agents better organize their work, browse through tickets faster, stay more focused and motivated, but it also provides a better overall experience for shoppers. It is one of the most effective ways to meet rising customer expectations by providing fast, dependable, and attentive support.
You, too, can quickly create dynamic dashboards, conditional forms, centralized reports, escalation workflows, secure authentications, and much more with simple drag-and-drop tools — no infrastructure setup or maintenance required. With Wavity’s all-in-one no-code help desk builder, it is incredibly easy-to-use and we walk you through the entire process of quickly, easily, and securely building custom help desk applications. Contact Wavity to schedule a demo and see for yourself!