Angeline Somers
Conquest Care and Support Agency Ltd,
Reinforce Customer Support with Self-Service Software
Too many piled-up customer queries mean your agents are not able to deliver as expected. Are you also facing any of the challenges like those below?
- Too much time is spent on redundant queries
- Less engagement with customers due to high response time
- Constant pressure on agents due to an increase in workload
- Not being able to provide 24/7 support to the customers
- Unable to gather feedback and suggestions from the customers
Reduce Incoming Queries by 20% with DeskXpand Self-Service Software
Improve Agent Efficiency and Elevate Customer Experience
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Cost-effective Self Service Software
Reduce the support costs by up to $11/call with a self service software by cutting down the time of your customer service agents. Put your customers in the driving seat and let them solve their own problems.
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Enhance Customer Satisfaction Rates
Deploy a self-service helpdesk to let your customers avoid waiting for a long time for their solution. Allow them to find a quick solution with just a click.
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Be More Transparent with Your Offerings
Mention important information on the knowledge base and make it available to customers. They can access it anytime and create convenience among users.
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Enrich Customer Engagement
Whether solving a query or gaining insights about the product, the DeskXpand self-service helpdesk helps customers with both. Enrich your customer engagement and improve their experience.
Offer Self-service Through Multiple Options
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Advanced Knowledge Base
Service agents can improve their efficiency with an advanced knowledge base by finding solutions to customer queries with an internal knowledge base.
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Multi-brand Portals
Handle self service software for multiple brands/products by creating different ecosystems. It will let you divide and solve queries more quickly.
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Embedded Live Chat Software
Integrate live chat with your knowledge base and let your customers chat with the agents to get a quick solution. Enable 24/7 available live chat solution to solve customer queries.
Cut Down on Costs and Achieve More with Self-service Software
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Search Across the Knowledge Base
Make it easy for your customers to find what they are looking for by offering an advanced search bar. Align it at the top of your page so that customers can find it easily.
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Role-Based Access
Restrict accessibility for the self service knowledge base. Manage permission for the agents who are required for the task.
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Custom Ticket Forms
Customize your ticket forms to capture data the way you want to capture relevant information from customers to solve their concerns better and swifter.
Explore DeskXpand by Yourself
Take your customer service game to the next level.
Improve Knowledge Base with Data-Backed Decisions
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Get Actionable Insights on Articles
Improve the performance of your self service knowledge base by getting insights on which articles are working well and which are not.
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Organize Your Knowledge Hub
Optimize your knowledge hub for customers to get a better solution. Remove unnecessary articles from your knowledge base to make room for the ones that are actually important.
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Drafts and Approve the Articles
With DeskXpand, create progressive articles and save them as drafts to publish later. It helps businesses to create valuable articles with all the required details.
Request a one-on-one call with our Support Genie
Implementing self-service in your business isn’t optional. Learn how to implement in for your business.
Self Service Software is Perfect for
We help companies with customer support operations. That’s it. The industry, the company size; doesn’t matter!
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Sales
It enables a smooth communication with customers. Combines all the customer queries in a single interface from email, chats, social media, etc.
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Support
Enables instant, advanced, and accurate customer support that amplify the number of happy customers.
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Marketing
Helps manage internal campaign tasks, cross rteam communication, ticket management for incoming queries.
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HR
It tracks, manages, and lets you respond to employee inquiries, issues, and questions from a helpdesk for seamless internal communication.
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Operations
Makes customer query management, project & task management, cross team communications easy with a help desk portal.
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IT
Enables fast query escalation by converting IT queries into tickets from any channels for improve IT support internally and externally.
Self-service For Businesses Across Varied Industries
DeskXpand is a one-fit solution that caters to the individual needs of all types of industries.
Shoppers want more than just great products. They count on businesses and expect them to offer great customer service. For retail and eCommerce stores it becomes a no-brainer to let self-service have your back as online shoppers can have an issue any time of the day.
Do what you do best by educating young minds and letting self-service take care of the rest. Offer a knowledge base to the students who are curious to learn more.
Are you wasting most of your time by replying to repetitive tickets? If so, give yourself the gift of self-service and solve two problems with one solution. Let your customer help themselves meanwhile you work on more crucial issues yourself.
Not just your patient, we help you to take care of all. Employ self-service to help those who need your assistance the most. It offers 24/7 availability in case anyone faces some kind of emergency.
Frequently Asked Questions
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Who can use knowledge base software?
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How can live chat improve communication?
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What are the benefits of a customer self service software?
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What is the difference between a knowledge base and FAQs?
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What is the purpose of a community forum?
Who can use knowledge base software?
A knowledge base software can be used by any business that wants to offer their customers a platform from where they can find a quick solution themselves. It is one of the most dependable ways to offer self-service to your customers. Self service knowledge base consists of knowledgeable articles that provide customers with invaluable insights related to their queries. Customers can access the knowledge base from anywhere in the world, whenever they have a query or an issue. It is a 24/7 self-service software that is available for them. Also knowledge base is a more suitable self service solution for customers when compared to a traditional way of customer service.
How can live chat improve communication?
Live chat allows you to share links, information, analytics, etc. in real-time conversations with your customers. It is considered as a fast and convenient way to connect to a customer service representative for a solution. One way in which live chat improves communication is by neglecting the process of repeating the same conversation over and over again. As every detail will be available for the service representatives in text format, so they can visit it, in case they have forgotten the issue of the customer.
Below are a few more ways in which live chat can improve communication:
- Get insights into the data to find out similar queries and offer quick solutions to your customers.
- With the help of live chat, customer service representatives can have their eyes on more than one platform (email, social media, feedback forms, etc.) at a time.
- Live chat is a customer service system that is available 24/7 for customers that can also help you improve your customer satisfaction rate.
- Customers are more expressive when interacting with a customer service representative via live chat, which eventually allows them to better communicate with the representative.
What are the benefits of a customer self service software?
A self service software consists of multiple self-help options that can be used by customers whenever they have any issues. A self service software includes a knowledge base, FAQs, communities, chat services, etc.
Here are some of the benefits of a customer self service software:
- Improves customer experience by offering customers an instant solution to their problems.
- Self service software reduces customer service costs.
- Increases the customer service team’s productivity by helping them in managing the workload more effectively.
- Helps to create a community to build relations with the customers and develop a suitable environment for them.
- Customer self service software is available 24/7 for the customer and can be accessed from anywhere, anytime with just a click.
What is the difference between a knowledge base and FAQs?
Knowledge base and FAQs both are mediums through which customers can help themselves find a quicker solution without the need of getting connected to a customer service representative. Let’s see the difference between a knowledge base and FAQs.
Knowledge base – A knowledge base is a medium that offers the customers an article directory that has detailed information regarding the products and services.
Frequently asked questions (FAQs) – FAQs are the queries that are most frequently raised by customers. This self-service medium is structured in a question-and-answer format for the customers to get instant responses to their basic queries.
What is the purpose of a community forum?
Community forums are public meetings where members of the community come together to share their ideas and opinions. They discuss a wide range of topics for which they have created the community for. Its main purpose is to connect with people who share the same interests and find a solution to their problems quickly. Community forums help businesses to increase their engagement with customers, lower the cost of customer service, get crucial feedback about the products or services, etc.
Connect with our Support Genie
Live up to the expectations of your customers by transforming the way you offer support with DeskXpand helpdesk software.
#happyclient
I like the ease of using the DeskXpand and the social media integration. And the feedback feature that the dashboard could integrate into the website is excellent.
-Tristen
Xander LLC, 
