The success of companies depends in large part on their employees’ ability to communicate and collaborate effectively. However, if you have a remote team or your company is huge, it can be difficult for them to be able to do so. Fortunately, there is help desk software that can improve communication between your employees.
And yes, these platforms function as a point of contact between customers and employees. They also serve as a tool for communication and collaboration between different teams or departments within organizations.
Let’s take a closer look at how this tool can help you improve communication between your employees!
Advantages of a help desk to improve communication between employees
Did you know that to be oriented to the external customer you must first take care of the internal customer? Yes, of your employees. And taking care of them also means providing them with tools that allow them to do their work more smoothly and efficiently.
Thus, a company that wants to offer its customers fast and consistent answers must provide a platform on which the different members of its teams can collaborate.
Help desks are the right tools, as they allow you to:
Unify the support team with internal teams
Often, customer support teams need to raise incidents and requests to other internal teams within the company in order to resolve them.
In a help desk you can improve communication between your employees by unifying all your teams so that they can collaborate effortlessly. Don’t let them have to go from one application to another to get what they need. They can manage everything from one help desk.
Invite collaborators on tickets
Agents with an assigned ticket can collaborate with anyone: from internal team members to third parties and partners. The idea is to be able to bring into the conversation anyone who can help achieve a faster resolution of the problem.
As the help desk functions as a single point of contact, the invited collaborators can have all the important information within the ticket at their fingertips.
With a help desk you will be able to improve communication because you will be able to:
- Bring in the right experts to resolve incidents.
- Empower employees and assign responsibilities.
- Have greater visibility into the quality of customer support and employee performance through reporting.
Ultimately, this tool will enable different teams to work better together.
Keep the team on the same page
Having everything recorded is the basis for improving communication among your employees. This way, anyone who needs to access certain information can do so quickly and easily, ensuring a smoother workflow.
Help desks also allow you to set up notifications so that no one is left in the dark when something important happens. For example, you can configure agents to receive an email or SMS every time a new ticket is assigned to their group. This way, they will be able to attend to it as soon as possible and avoid delays in solving the problem.
Unify communication channels
Certainly, help desks should allow you to integrate those channels used both internally and externally by your company.
You will be able to have phones, chatbots, emails, and social networks in one place. This improves both customer and employee management.
One necessarily leads to the other: if your employees have smoother communications with each other, they will also have smoother communications with customers; giving them fast and consistent responses.
Resolving related incidents by linking tickets
Another efficient way to collaborate with a help desk is to be able to link similar issues. This way, you can reduce the number of tickets and send updates on all related requests at once.
Save your agents time and effort by keeping everyone involved informed and updated on the progress of the issue. This way, they can maintain consistent responses for customers.
Boost teamwork and efficiency with Freshdesk
A company is only as good as its team, and Freshdesk can help you get the most out of your team by improving communication and collaboration.
With this tool, you can create a help desk that is tailored to your specific needs. This way, you get the most out of your team’s time and talent.
By using Freshdesk, you can:
- Make sure your team is always on the same page. And that everyone has the information they need to do their job effectively.
- Divide tickets into smaller tasks that the respective teams can work on in parallel.
- Assign tickets to multiple agents, so they can work on them simultaneously.
- Easily escalate and prioritize requests
- Track all tasks, so you can see what needs to be done and when it needs to be done.
- See how your team is performing and make sure they are meeting expectations.
- Identify areas where you can improve team performance and make necessary adjustments.
It’s a perfect tool for companies of all sizes that want to get the most out of their team. Interested in learning more about Freshdesk? Let us tell you all about it, contact us, and schedule a free consultation.