A help desk is primarily known for resolving customer complaints but it also helps to promote campaigns. Support teams can use the platform to engage with customers, offer personalized support, collect honest feedback, and make useful recommendations. In this article, we’ll discuss effective ways in which you can use help desk software for marketing purposes.
The importance of customer support in marketing campaigns
When a company runs a marketing campaign, they would provide contact details so prospects or customers can speak to customer service. This allows people to inquire about the marketing campaign to determine whether it’s a good fit or not. Your support team plays a crucial role in addressing all concerns and providing detailed information.
The customer support team is also responsible for resolving payment issues, delivery delays for physical products, onboarding problems for digital products, and any other complaints that may arise. Timely response and quick resolution would help to improve customer satisfaction and foster loyalty.
How help desks can support marketing campaigns
Here are things a help desk system help with during business promotions:
- Seamless communication between campaign managers, customer service agents, and end recipients. It allows everyone to be on the same page and work together in real time.
- >Handling high volumes of queries during campaign launches. It can scale up as needed and store as many queries as possible without crashing or slowing down.
- Effectively manages crises by using ticketing systems to prioritize, route and resolve issues quickly, e.g. responding to incoming tickets about technical glitches during a campaign.
- Analyzing the feedback from customers and other help desk metrics as a measure of the strong and weak points of the campaign. It helps to find areas that need to be improved.
- Post-campaign follow-up communication. You need to check-in with your customers and learn about their experience with your products/services and see if they need help.
Using a help desk to provide personalized customer support
A help desk is a great platform for personalization. Here’s how it helps your campaign:
- Offering tailored solutions based on specific campaign needs.
During customer interactions, you can listen to their problems, understand what they need, and see how the campaign can seem useful. The help desk can analyze each customer’s preferences and help to determine how the ongoing campaign can suit them.
- Offering personalized direct mail campaigns to specific customer segments.
A support interaction helps to gather enough data from the customer about what they are interested in. You can use such information to send personalized direct mail campaigns about offers. It helps to send tailored campaigns that are suited for each segment.
- Identifying opportunities to cross- or upsell to customers.
When communicating with your customers, there are several ways to upsell other products and services to them. You can analyze their past/current needs and issues. Then, mention bigger plans or similar products or any promotions that can benefit them.
Leveraging help desk tech features for enhanced campaign support
Here are some features that help to enhance and automate campaign support:
- Automation and AI-enabled tools in help desk allows for automated query categorization, routing and prioritization. It helps to streamline workflows and reduce manual efforts so the support team can focus on resolving tickets and promoting campaigns.
- AI chatbots that can provide immediate responses to customer queries. These virtual agents are available 24/7, give answers to FAQs, suggest help articles, and route to a human agent when necessary. They help to handle and reduce the influx of queries.
Choosing the right help desk software for your marketing campaigns
Below are certain things to consider before choosing help desk ticketing software for your business.
- The features available
A good help desk system should have features such as ticketing system, omni-channel support, workflow automation, AI-powered insights, and self-service support. These tools are crucial in any help desk and can improve the entire customer service experience.
Other useful tools in help desk software include reporting and analytics, collaboration features, and custom integration with other marketing systems like direct mail software and CRM software.
- Pricing plans/packages
Your help desk solution should be within your budget and offer great value for the price. It’s best to sign up for a free trial before committing to a purchase plan. This allows you to test the features and determine if the help desk system suits your needs or not.
- Customer reviews
It’s necessary to do your research and check reviews on the help desk software. You need to see how their customers rate their onboarding process, customer service, and how efficient the features are. This ensures that you’re choosing the right help desk.
A help desk software is more than a support tool. It can allow you to build relationships with customers and also support your marketing campaigns. It’s a great way to leverage customer data and subtly sell products/services that would interest each customer.
