Cultivate Customer Loyalty with IT Help Desk Software
An IT help desk solution can help you identify and squash issues preventing you from building customer loyalty.
Having loyal customers directly impacts your business’ profitability in a positive manner. Loyal customers are more likely to make additional purchases over the long-term, and they’re also more likely to recommend your brand to other people.
If you want to bring your business to the next level, cultivating customer loyalty is essential. While there are several components involved in fostering customer loyalty, implementing IT help desk software is a good place to start.
Before discussing how help desk software can help you generate customer loyalty, let’s look at what customer loyalty is first.
What is a loyal customer?
A loyal customer is someone who feels a sense of pride in doing business with a certain company and will sometimes defend that company to others. They’ll usually be repeat customers if the product or service lends itself to repeat purchases. In other words, loyal customers will buy more often from a business and will usually spend more money. They’re a valuable asset to any business, since they’ll also bring in more business through word of mouth advertising.
Although some people believe a loyal customer is someone who will never buy from other competitors, that’s not always the case. Many people are loyal to multiple brands within the same industry because they fulfill slightly different needs. Loyalty doesn’t always mean excluding the competition, although for some consumers, that’s true.
What creates customer loyalty?
To get a loyal customer, you have to do several things, including:
- Leave them with a great impression of your brand
- Provide a truly wonderful product or service
- Give people a reason to continue purchasing from your company
All of these factors contribute to developing a loyal customer, although there are nuances depending on your industry or niche.
Customer loyalty is about more than customer satisfaction.
You may have heard that it’s important to focus on customer satisfaction, and that’s how you’ll create loyal customers. It’s true that companies with a higher customer satisfaction rate earn more revenue. In fact, Newsweek reported that companies with a higher customer satisfaction rate generate 5.7 times more revenue than their competitors. The same data shows that 84% of companies increase revenue when they improve customer satisfaction.
The surface conclusion is that customer satisfaction is responsible for the increase in revenue, but that’s not the whole story. It’s actually customer loyalty that is responsible for the increase.
Technically speaking, satisfied customers are loyal customers, it’s just that the loyalty aspect does most of the work.
How does help desk software generate customer loyalty?
You might already be familiar with some of the ways to generate and measure customer loyalty. For example, you can drill down on providing higher-quality products, add more value, and focus on your Net Promoter Score (NPS). These things are important, but there’s one more thing you need: a help desk ticketing system.
When you provide your customers with an IT help desk ticketing system, your customer satisfaction and loyalty levels will shoot higher. Here’s what a help desk will do for your customers:
Support speedy resolutions. Customers want to know their requests are being handled quickly. Being able to open a ticket not only supports speedy resolutions, but it also makes customers feel like they’re being taken care of right away, even if it takes time for an agent to respond. It’s like having your order taken while you’re in line at the drive-thru long before you reach the window. You’re less likely to leave after you’ve placed your order.
Help support agents provide better service. Customer service representatives always have their hands full, and it’s too much to expect them to keep track of email support requests. When your support team can field tickets through a help desk system, nothing will slip through the cracks. Unless a ticket is accidentally closed too early, it will stay in the queue until it gets resolved. When customers feel taken care of, they’re more likely to develop loyalty for your company.
These are the most important ways a help desk supports your customers. In addition to directly helping your customers, an IT help desk system can also help your customer support team.
How an IT help desk helps your customer support team.
Routes support requests to the right department. With a help desk ticketing solution, you can program the system to automatically route tickets to certain departments based on user input, various conditions, and keywords. This will speed up the resolution process for customers and relieve your team from the burden of manually routing tickets.
Deflect tickets with self-service options. Ticket deflection is one of the most important aspects of an IT help desk solution because it cuts down on the amount of tickets your customer service team has to manage. When customers go to submit a ticket, before submitting the ticket the system can refer them to self-help options located in your FAQ section. A large number of issues can be resolved this way, provided you have a robust FAQ section. The fewer simple tickets they have to manage, the more attention they can put on more pressing issues.
When your customer service team is supported, your customers are supported. A help desk system supports your entire business and makes it easier to generate the customer loyalty you deserve.
Maximize customer loyalty with Genuity
If you haven’t already implemented a help desk solution in your company, try a free demo of Genuity to see what’s possible. Genuity has all the advanced features you’d expect from a professional IT help desk solution and more. For instance, you can assign tickets to a specific team member, or distribute them evenly as they come in.
With Genuity, nothing will slip through the cracks since the system will notify you of any tickets that haven’t been assigned. Team members can also share notes to keep each other informed on the status of important tickets.
Ready to implement help desk software to improve customer support and increase customer loyalty? Try a free demo of Genuity today.
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