Your help desk support software allows you to create an automated response. This is both a gift and a curse to your management team, and the automated response can either be a benefit or a drawback. It can be used as a tool of acknowledgement that alerts the consumer that your system has received their help ticket and someone will respond to them shortly. It can also be used as a method of short cutting the answering process. The former is a good way to use this part of the software. The latter is problematic.
Using your help desk support software to retain and send automated acknowledgement when a ticket is received provides the consumer with tangible evidence that the problem is being worked on. It also frees the support team from having to initiate the responses before they are able to look into the problem. In an automated message you want to be sure to thank the consumer. They are, after all, coming to you instead of running to the nearest review website and bashing your company and your product. Letting them know that you appreciate their efforts and a little bit of patience can actually go a long way in maintaining a positive relationship with the consumer.
Your automated message should offer them a waiting period so that they know when they can expect to hear back from you. You can program the help desk support software to respond with a message that outlines hours or days for your response time. If the trouble tickets are prioritized by urgency you can have the program respond with a time frame in accordance with the level of urgency. If you do this you also need to make sure that your team is able to respond to the trouble tickets within the allotted time frame. Setting up a simple reminder system can help ensure that this can happen.
While you can offer the consumer a link to the FAQ or troubleshooting section of your website you will not want this to be your main message. Your main message should be one of appreciation and commitment to customer service. You’re still trying to build appreciation and manage a relationship between your business and the consumer. Focusing on them is a much better solution than focusing on the fastest way to get the consumer to stop contacting you. Encouraging contact is the way to improve the overall picture.
When your team responds to the trouble ticket make sure that it is personalized, refers not just to the ticket number but the problem in general, and is courteous. You don’t want automated responses being used for the actual problem. Consumers know the difference between a personal response and an automated one. Nothing tells a consumer that their business is not appreciated quite like using automated responses for actual tickets. Even thought there are probably several queries that could be resolved in this manner this type of solution does not strengthen the consumer’s bond with the business. The help desk support software should be all about improving the relationship the consumer has with your business. Using an automated response to deal with problems sends a clear message that you’re not even interested in actually reading their complaint or question. Send a positive message by sending personal messages.