帮助台

什么是帮助台?

帮助台是信息技术基础设施库 (ITIL) 的一部分。

它是企业的一个部门,主要服务顾客和终端用户。它向用户提供关于购买产品或服务的信息。它还能在用户遇到问题或需要帮助时提供支持。

Businesses use helpdesk to provide support to their customers through various channels. They can include call centers, websites, live chat, social media, or email.

Helpdesk agents support customers with software known as help desk software. Nowadays, when people refer to a helpdesk, they’re referring to a ticketing system or a help desk software.

LiveAgent dashboard
Helpdesk Dashboard

请注意,在本文中,当我们提到帮助台时,我们指的是帮助台软件。

帮助台包含什么?

一个典型的帮助台可以具有多种功能,帮助顾客服务代理向顾客提供协助。

Every helpdesk is different but, at their core, helpdesks are ticketing systems. They connect with communication channels (such as email, social media, live chat, etc.) and push all incoming messages into a single inbox.

然后顾客支持代理会查看并回复工单。他们还可以利用 其它功能提高服务水平。

其它昂烛台功能包括自动化、数据分析和报告。多数帮助台还拥有内置的 CRM 系统、标签和部门。某些帮助台还提供更高级的功能,例如知识库、实时会话或虚拟呼叫中心。

帮助台包含什么? - App - Uploads - 2019 - 10 - Video Call Inside Of The Ticket.jpg
LiveAgent 的视频通话功能

多数帮助台也集成了第三方应用(支付处理器、项目管理软件等)以实现效率最大化。

谁使用帮助台?

Helpdesks are generally used by B2B and B2C businesses, as well as one-man operations. They’re used across all industries including real estate, SaaS, tourism, e-Commerce, and more.

企业内不同部门的顾客服务代表使用帮助台(顾客支持、技术支持、市场营销或销售)。系统管理员使用帮助台分配任务、控制工作质量并查看报告。代理也使用帮助台,主要用于回答顾客询问。

谁使用帮助台? - App - Uploads - 2019 - 09 - Departments.png

有时一张工单会通过一个帮助台内的许多部门。例如,如果某位顾客询问关于产品路径图的问题,那这一销售请求可能会升级至技术部门。

与企业沟通的顾客也是帮助台的使用者。当顾客通过顾客门户联系您时,他们向帮助台提交工单。顾客也通过其他沟通渠道向帮助台提交请求,这些渠道都与帮助台相连。

帮助台能够解决什么问题?

Companies that use helpdesks often strive to improve their customer service. They want to improve response times, improve retention, engagement, and satisfaction.

帮助台可以避免:

工单丢失、未被回复或被忘记

如果企业没有帮助台系统,只依赖人工检查邮件和社交媒体账户,就会忽视某些询问。

帮助台系统可以确保所有评论和发送至您账户的消息都推送至您的帮助台系统内。每当新工单产生时,它都会提示您需要回复。

工单丢失、未被回复或被忘记 - App - Uploads - 2020 - 09 - Create Ticket.png

延迟回复工单

每家企业都拥有专门的顾客服务代理回复工单。但是,如果服务代理休假或被其它任务缠身,就会延迟回复许多顾客的工单。

Helpdesks eliminate this problem because they push all tickets into a shared inbox. The inbox can be securely accessed by all customer support reps on your team. As a result, your support reps can hand off tickets seamlessly — one rep can start right where the other left off.

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通用收件箱/工单控制面板

缺乏责任

帮助台能够自动或手动分配工单所有权。每张工单都分配给特定代理,因此不会发生误解和错误。每位支持代理都清楚地知道哪张工单需要解决。

帮助台也能够确保代理满足 SLA 要求,为 VIP 客户负责。某些先进功能,例如“待解决”按钮会运行例行的系统北京检查。如果发现 VIP 客户的工单,“待解决”按钮会通知代理技术解决。

顾客不满

帮助台能够提升顾客满意度,因为他们降低了长工单解决时间。他们还能提高顾客服务水平。

帮助台一般与 CRM 系统集成,或拥有内置的 CRM。CRM 为支持代理提供必需的信息,帮助他们为顾客提供知识丰富且个性化的回答。

被抛弃的购物车

Helpdesk systems help reduce abandoned cart rates. When customers shop, they come across questions about the product, shipping, etc.

If the customer can’t find the required information on your site, they’re likely to search for alternatives. However, when customers have access to live chat, they can receive real-time help.

缺乏对话

Helpdesk live chat functionality can help your customers make up their minds when it comes to making a purchase. Proactive chat invitations that invite shoppers to chat are great for improving conversion rates.

您可以巧妙地将其发在网站的不同 URL 内,例如价格或常见问题页面。

使用帮助台的益处

使用帮助台对所有企业都有益处。以下是您使用帮助台的益处:

提升客户满意度

顾客满意度与销售、利润、顾客参与度和留存率有关。为什么?因为当顾客对您的产品和服务满意时,他们就有理由购买您的产品或服务。

Great customer service doesn't mean that the customer is always right, it means that the customer is always honored.

Chris LoCurto - Leadership and business coach

提高参与度

Helpdesk use improves customer engagement because it makes engaging with customers easy. Social media integrations enable agents to interact with customers from their helpdesk dashboards.

他们能够创建社交媒体发布、回复顾客评论和私人消息。代理还能追踪特定关键词,查看网上关于企业的评论。

他们因此可以在需要的时候联系顾客。例如,如果顾客对您的服务感受不好,您的代理能够在情况失去控制前快速补救。

提高顾客留存率

顾客留存率就是维持顾客对品牌的忠诚。如何做到呢?最简单的方法就是减少顾客投入的努力。

帮助台之所以能够降低顾客投入的努力程度,因为它帮助顾客通过喜欢的渠道联系您的企业。也就是说,顾客无需花费太大里奇就能找到联系您的方式并得到回复。

增加销售额/收入

根据Forbes的调查,专注于提升顾客服务的企业,销售额也会提高。

帮助台之所以能够提升销售额和收入,因为他们提升顾客服务品质和顾客满意度。顾客喜欢感到被重视。重视顾客最好的方法就是提供迅速、个性化和知识丰富的问题答案。

无论顾客使用什么渠道联系您,服务体验应该是无缝的。

提高代理的工作效率

帮助台系统可以用来自动化繁冗重复的工作。通过自动化工作,您的代理能够专心解决更复杂的问题,每星期节省15小时的时间。

For example, the helpdesk can send automated customer satisfaction emails after each customer interaction. Helpdesk systems can also execute other automation tasks. To save time, agents can use canned responses or mass actions.

帮助台系统还能够提升代理工作效率,因为他们的干扰更少。代理无需监测多个设备和账户,分心的可能性更小。

提高代理的工作效率
来自控制面板的 Instagram 工单回复

除此之外,代理在需要时无需使用第三方应用联系同事。先进的帮助台支持内部会话和通话。这些功能可以节省代理大量时间。没有它们,代理就会浪费时间在打开第三方应用和搜索登录信息上。

With advanced helpdesk software like LiveAgent, everything is accessible in one dashboard. This improves collaborative productivity and makes a great alternative to Gmail and Outlook.

减少压力和疲惫

顾客支持代理喜欢帮助台,因为能为他们减少压力和疲惫。帮助台存储了所有重要的顾客信息(联络信息、购买和询问记录。)当代理收到询问时,他们会查看这些信息并提供实用的回复。他们还可以随时编辑顾客信息,添加内部注释。

这一功能很棒,因为代理无需记住与每位顾客沟通的详细信息就能够提供很好的服务。

帮助台包含共享邮箱,所有支持代理都可以访问。这样代理就能同时解决所有工单。如果一位代理遇到难题,另一位代理可以接手工作。代理还可以在软件内对话或通话,彼此提供建议。

Advanced helpdesks have gamification features that also prevent burnout and stress. Gamification makes customer support a game, awarding agents levels, badges, and rewards over time.

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游戏化级别例子

代理可以作为个人或团队(部门)竞争,生成每周报告。这样可以鼓励健康竞争并同时提升工作效率。

在这些功能的帮助下,代理能够分担共同的责任和目标。他们不会感到孤军奋战,或因为收到太多的顾客询问而疲惫不堪。

全面了解您的顾客支持

Helpdesks give you a complete overview of your customer service. With built-in data analytics and reporting features, you can view usage statistics and monitor the service your customers are receiving.

In essence, reporting features allow you to identify areas of improvement. For example, if you can see that most of your customer queries are from live chat, you can re-assign more agents to live chat support. This will give you optimal results.

LiveAgent中的报告主页
LiveAgent 报告和分析控制面板

节省金钱

消除不必要的工具

使用先进的帮助台系统能够为您节省大量时间。一般来说,企业混合使用不同工具和软件,获得他们每天需要的功能。

理论如,他们可能使用一种工具用于社交倾听,一种用于实时会话,还有一种用于内部沟通。但是,使用多种工具费用很高、效率较低并且不够安全。

拥有一体化的帮助台工具对于您的企业来说更经济,而且效率更高。

代理无需花费时间登陆和退出不同的工具。另外,他们不会因为监测不同平台而分心。例如,代理使用帮助台软件时不会被 Facebook 或 Instagram 信息分心。

使用多种工具,与其他人分享系统登陆信息,会有黑客和数据泄露的风险。这样会损害人们对企业的信任,也会减少收入。因此使用一种帮助台工具是最优方案。您的代理只需记住一个用户名和密码。

最后,使用多渠道帮助台软件能够帮助您完成更多工作。节省代理时间是降低费用的最佳方法。

获取顾客和留存顾客费用对比

帮助台提升顾客服务、参与度和忠诚度,因此降低获取顾客的成本。事实上,优秀的帮助台每月能够为您节省成千上万美元的营销费用。

由于获取顾客比留住顾客贵5-15倍,所以不用说,使用帮助台软件提供卓越的顾客服务是留住顾客并保持顾客忠诚度的最佳方法。

帮助台使用案例

提升顾客服务品质

通过工单整理和管理

多数企业使用帮助台时希望提升他们的顾客服务水平。为什么?因为工单管理更简单,顾客拥有更多联系您的渠道。

先进的帮助台功能根据重要程度、SLA 或收到的时间来整理工单。因此每位代理都知道应当首先解决哪张工单。

每张工单都分配给最称职的代理,这样追踪责任和任务分配会更轻松。

工单责任和工单整理都能够提升顾客体验,因为它可以避免解决工单时发生误解或拖延。

更多联系选择!

不同顾客在联系顾客支持时有不同的偏好。不是所有顾客都喜欢写邮件,也不是所有顾客都喜欢使用电话。解决方案是什么呢?

全渠道帮助台。它能够照顾所有类型的顾客!支持的渠道越多,效果更好。一般来说,全渠道帮助台包含内置的呼叫中心、本地实时会话微件、支持社交媒体集成以及邮件工单。

更先进的帮助台还能提供知识库和顾客门户集成。

提高响应速度

顾客没有耐心,希望他们的问题得到尽快解决。顾客对于自己的询问希望得到首次回复的平均时间是:

  • 社交媒体1小时内
  • 实时会话2分钟40秒内
  • 呼叫中心20秒到5分钟之间
  • 电子邮件15分钟到1小时之间
提高响应速度 - App - Uploads - 2020 - 05 - Livestat1 1.gif
在线聊天

如果您依赖人工检测设备和账户,那您就有麻烦了。如果每次收到新询问时没有帮助台提醒,您很难完成这些时间目标。

Not convinced? Check out our Martinus case study, where we improved response time by 26%.

降低工单负荷

Helpdesks decrease ticket volumes with self-service options. Self-service options are also known as knowledge bases and customer portals.  They’re available 24/7, 365, even on holidays and outside of business hoursKnowlege bases contain how-to articles, FAQs,  forums, and suggestion boxes.

如果顾客无法在自主服务区域找到他们需要的信息,他们可以在顾客门户内提交工单,甚至还可以追踪解决状态。

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知识库

知识库不仅能够降低工单负荷,还能提升顾客满意度。比起实时沟通,许多顾客更喜欢自助服务选项。

事实上,超过64%的顾客喜欢自己寻找问题的答案,而不是联系顾客服务。因此提供这种类型的服务能够提升顾客满意度,从而增加销售额。

它还能降低运营成本,因为代理无需解决查看常见问题就能解决的工单。

如何选择帮助台

写下您的要求

如果您希望获得帮助台,那么您需要考虑看重的帮助台功能。有些企业喜欢帮助台的工单管理功能。还有一些企业喜欢更先进的功能,例如自动化、实时会话、数据分析等。

因此,第一步是写下您的要求。

调查

当您写下要求后,就可以做些调查了。我们建议您比较不同帮助台系统的功能、用户友好度和价格。您可以在可靠的平台查看评价,例如G2TrustpilotCapterraGetApp软件建议

查看这些评价平台的顾客评价能够帮助您选择适合的帮助台。

注册免费试用

Once you have a pretty good idea of which helpdesks you want to try, register for a free trial. Once your free trial is up and running, try out as much functionality as possible. Experiment with different features and connect your email, phone number, and social accounts.

如果在您决定前免费试用就过期了,可以申请免费试用延期。多数企业会同意免费延期,希望将您转化为付费顾客。

申请演示

Once you’ve made up your mind about which helpdesk you want to use, it’s time to get in touch with the business. Contact the business to request a demo, and make note of how smooth the entire booking process is. Are the sales reps able and willing to give you the demo as soon as possible? Are they quick to answer any questions you may have?

记录您与企业的沟通过程十分重要。这样您可以概括了解成为付费顾客后他们的客服怎样样。如果您认为整个预测过程不顺利(很难联系企业、电话不断被转接、销售代表不能满足您的要求),那么您就应当查看其它替代方案。

准备问题

当您预订演示后,就可以准备询问销售代表的问题了。您应道准备希望帮助台系统解决的问题清单。

Creating a list of questions and requirements, alternatively known as a request for proposal, will help you select the right helpdesk vendor.

在演示过程中,您可以询问对您重要的问题,看销售代表如何回答。

您还可以要求销售代表展示其它企业是如何使用他们的帮助台系统解决与您相似的问题的。如果您满意他们的回答,就可以进行下一步了。

虽然多数 SaaS 产品以月计费,但是也可以申请打折。有时企业能够为您免费增加代理坐席或同意分期付款,以此换取您在评价网站上的好评。当您与他们协商一致后,下一步就是付款并开始使用。

帮助台相关条款

Service desk Help desk software Ticketing software Ticket management Knowledge base Ticket Customer relationship management (CRM) Agent Live chat software Customer portal

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Frequently asked questions

What is helpdesk?

Helpdesk is a tool supporting the organization of communication with clients. Thanks to this, your company can respond to customer needs faster and more effectively. This allows us to guarantee the customer the best possible experience.

Is helpdesk offline or online?

Helpdesk is online help. Here, the client receives an answer via the Internet from the agent. However, it is possible for the helpdesk to work over the phone as well. The best possible solution is to use software that combines these functions and allows customers to communicate in a variety of ways.

Can you add helpdesk in LiveAgent?

At LiveAgent, you have the option of having a helpdesk in your customer service. This option allows you to improve customer service, so that customers can receive help quickly and efficiently.

What is the difference between helpdesk and a service desk?

A helpdesk focuses on fixing issues that customers have with certain products or services. A service desk fixes issues and helps with information requests (such as, how do I do X?) and service requests (requests for new services.) 

What is IT helpdesk?

An IT helpdesk is a department inside an organization that is responsible for answering the technical questions of its users. The questions and their answers are usually received by social media, e-mail, phone, website contact forms, or live chat.

 

How to send tickets to a helpdesk?

Tickets are automatically pushed into a helpdesk, regardless of the communication channel you use. So if you want to contact a business through their helpdesk, you can do so by contacting them via email, live chat, customer portal, a phone call, or even social media.

How to use helpdesk?

The first step to using a helpdesk system is to connect your communication channels. From there, all incoming queries will be pushed inside your helpdesk in the form of a ticket. You can start replying to each query from your dashboard right away. 

 

What does a helpdesk person do?

A helpdesk agent resolves customer queries. They can chat with customers on the phone, or through live chat. Helpdesk agents can also answer emails and social media messages. Their main goal is to help customers get the necessary information they need or provide them with a fix. 

How can I improve my helpdesk support?

If you want to improve your helpdesk support focus on personalization. Make each customer feel valued. Call them by their name and know what problems they were trying to solve the last time they contacted you. Focus on active listening, and repeat what the customer said to you to ensure you understood them. Offer creative solutions to their problems, and go the extra mile.

What to know for a helpdesk job?

A helpdesk agent needs to have great communication skills, both written and oral. They need to be good at active listening and need to be able to multitask. Helpdesk agents need to be able to type 60-75 WPM (words per minute) and are often required to be multilingual. Helpdesk agents also need to know the ins and outs of the product they’re selling as well as internal company procedures.  

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