Angeline Somers
Conquest Care and Support Agency Ltd,
Communication Issues Decoded
Here’s what a robust and intuitive interface can do for an IT enterprise. It not only helped them effectively tackle the communication issues within an organization but also achieve…
35%
Improved Internal Communication
55%
Increase in Customer Satisfaction Rates
29%
Increased Customer Retention
40%
Reduction in the Annual Support Costs
20+
Years Industry Experience
Company's Back Story
Our client has an IT organization with 20+ years of industry experience. They have 500+ employees and global clients working with them for years. They used to offer web development services for the first few years. But after working tirelessly for almost half a dozen years, they also ventured into cybersecurity, cloud computing, IT infrastructure management, android/iOS development, etc. With a growing company, they wanted to address the issue of internal communication to improve customer satisfaction and eventually set their unique brand image.
Challenges
Due to many issues piling up, one major problem of miscommunication was created for their business. The issues that caused miscommunication were:
- Their employees need to be able to collaborate effectively when needed the most.
- Their team needs multiple channels to communicate with each other or customers.
- Employees started making assumptions to solve their problems, making issues even worse.
- Due to less collaboration, the workplace productivity of the employees took a hit, as they consumed more time for even basic things.
Solutions
With DeskXpand’s capability to improve communication, their problems of miscommunications were solved and offered a sustainable solution to improve workspace efficiency.
- They could use DeskXpand features in their regular tasks, making it easy for them to collaborate effectively.
- DeskXpand covered all the channels like WhatsApp, social media, email, and chat to ensure that the issues get proper attention and is resolved faster.
- As the employees started collaborating effectively, the chances of errors made due to assumptions were also reduced.
- Due to great communication, the complex tasks of the employees got simplified and took less time to complete, resulting in enhanced productivity.
Implementation (How they implemented DeskXpand in their day-to-day strategy)
Manage Queries Easily
Their employees can easily raise a query in DeskXpand if they face any issues. All the tickets raised by their employees are gathered in one place. As DeskXpand has a one-page ticketing feature, the concerned person (HR, tech team, support team, etc.) can access the tickets from a single interface. It ensures that their employees can work without getting stuck.
Empowers Employees with Self-service
Apart from improving communication and collaboration, DeskXpand also offers a self-service feature so that their employees can solve their issues independently with the help of curated articles and FAQ sections. Using self-service also results in finding instant solutions without wasting anyone’s time.
Work Productively and Efficiently
DeskXpand’s unique features, such as automation, canned responses, etc., have done wonders for their service department. These features have helped them automate their daily manual tasks, which used to consume much of their time.
Let’s Do This!
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Our Client’s Own Experience
DeskXpand has proved to be a revolutionary change for our business. It has helped us to achieve what we wanted. We can easily recognize the improvements it has made in our business. With its help, we have also been constantly offering great experiences to our customers. DeskXpand is already a great help desk software for any business, but even then, they are continuously making updates to improve it. Now, after using DeskXpand and getting the desired results, we do not have to worry about finding any other alternative.
