Cut Down Your Response Time for Effective Customer Support

As your business grows, the volume of incoming emails also increases. To help your agents save time, they can easily convert these emails into actionable tickets. It reduces the response time and leaves no chances of customer queries slipping through the cracks. Our help desk software for small businesses comes with an in-built reporting feature. Easily check the performance of your customer support operations and zero in the bottlenecks in your workflow swiftly.

Cut Down Your Response Time for Effective Customer Support
  • One Ticketing Interface for Centralized Support

    Need to switch between multiple channels to manage tickets? Deskxpand brings all the queries from different channels, like social media, chat, email, etc., under one roof. Pretty nifty!

    Increase Team Productivity by 20%

    Even with a limited workforce and much work, ensure maximum productivity with features like canned responses (ready-made response messages). Plus, create any query into tickets automatically.

  • Provide 24/7 Support with Self Service

    Start early and let your customers gather solutions for their queries and get precise solutions without human intervention. Check the ticket status, find answers to queries, and more! Do it all to empower them.

    Gain Actionable Insights with Analytics

    With interactive dashboards in place, analyze your team’s performance and learn about important metrics at a glance. Create insightful dashboards and reports to optimize your team’s performance, and take data-backed decisions.

  • Build Transparency with SLA

    Define challenging service level targets and deliver them through SLAs with our Small Business Ticketing System. To be transparent about your business hours, set your availability of days and time in the chat section.

    15% Increase in Repeat Business

    As a small business, having a set of loyal customers is critical to growing rapidly. A complete ticketing system for small businesses helps you achieve that by enabling you to provide the finest customer support.

Organize, prioritize, and track queries from multiple channels at one place

One Ticketing Interface for Productive Hours

As a small business, every customer you deal with impacts your business growth in the long run. If you have no mechanism to be responsive for faster query resolutions, impressing customers will become difficult. With DeskXpand’s small business ticketing system, you get a unified interface to manage every query from a single screen. Convert any inquiry into tickets, and get messages from Twitter, Facebook Messenger, and Instagram DMs (EXCLUSIVELY AVAILABLE) to provide a swift support experience. Without toggling between multiple screens, your team saves a lot of their time.

Omnichannel Help Desk for Your Small Business

With different support channels on hand, we often tend to miss out on replying to a few tickets. Well, not anymore with Omnichannel support. DeskXpand’s ticketing system for small businesses lets you organize and convert your email, phone, social media, chats, and website queries into tickets. You can prioritize, reply, and resolve queries based on your priority and have organized customer support across the channels.

Smartly Handle Help Desk Responses

Canned Responses

Responding to many customers can take forever, leaving your team with little to no time to dig deeper into other important and complex tasks. Don’t let it hamper productivity with the help of canned responses. Basically, your team can use a ready-made template for common customer queries in real time when interacting with any customer. It saves you a lot of time and helps you maintain consistency in your brand communication.

Ticket Templates

There are a lot of common queries your customers pass to you via call or email. It provides you with a readymade ticket template to help you save a lot of your team’s time. It helps you create tickets faster with minimum required details on the go and brings efficiency to the ticket management process.

Powerful Automation

Each of your support agent’s time is important. They do not need to spend it performing manual and repetitive actions on tickets. The rule-based automation in our small business ticketing system can convert any query into tickets in seconds. Moreover, automate tasks like ticket assignment, removing unnecessary tickets, etc., to save manual efforts.

We integrate queries from Facebook Messenger and Instagram DM exclusively!

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How it workks

Enable 24/7 Customers Support

Knowledge Base

Enable 24/7 customer support where your knowledge base helps your customers anytime. Let your customer support staff handle critical issues while your customers solve the basic queries independently. Build a hub of articles, videos, FAQs, and guides full of expert advice and knowledge. Allow easy login for customers to access a one-stop solution for all support activities.

Self Service Portal

Stronger relationships are important to gain in the starting phase of your business. The most efficient way to achieve this is by empowering your customers with the right knowledge. Whether it is about tracking support tickets, engaging in community forums, or accessing the knowledge base, a robust self-service portal can help you accomplish all of these together. Our small business ticketing system helps you to enable a strong and streamlined self-service.

Parent-Child Ticketing

Whenever you onboard a new client or work on any complex task, a lot of diligence happens before the actual work, like research, trial & error, etc. For these, you need multiple team members involved. Now, rather than forwarding a single ticket to multiple people, you can divide that ticket into sub-tickets/tasks for different members to perform. As they progress, each of them can log the updates individually into the assigned sub-ticket. As a result, you get full visibility of the task, reduced resolution time, with improved customer satisfaction.

Gain Actionable Insights with Analytics & Reports

Dashboards

Customer support is a quantifiable metric. Hence, visibility of the right data becomes primarily necessary. Accomplish it with an actionable dashboard of our customer service software for small businesses. Track your key performance indicators (KPIs), identity trends and observations, and hidden insights that help you improve your customer experience. With the power of visualization, get a deeper understanding of your support processes.

Actionable Reports

To analyze how your customer experience is progressing, you need to understand metrics like average response time, ticket resolution, customer satisfaction score, team productivity, and obstacles. Reports of our small business ticketing system help you gain such insights easily with detailed reporting. Plan your next steps based on this to make a step further in your business growth journey.

Build a Framework for Excellent Customer Support

SLA (Service Level Agreements)

When you are at the foundation stage of defining your customer service approach, SLAs help you achieve excellence. Having strict and challenging SLAs and delivering them help you make an excellent first impression on your customer. It helps you deliver perfect customer support targets and ensure your customers receive the best treatment they deserve.

Business Hours

To make sure your customers don’t feel unheard, use the business hours feature to set the work hours of your support team. Your live chat feature will get displayed on your website only during those hours.

Measure Customer Satisfaction

Survey – Review Feedback – Take actions – Repeat—a key to being a progressive small business owner. If you wonder what your customers think about your services, now is the time to send them a survey to record their feedback. Get results in the form of CSAT and NPS to measure how your customers look at your brand and how much you need to do for greater results.

Get Frequent Repeat Business

End-to-End Customer Support

The success remedy for any small business is the rule of 80/20. 80% of your business success comes from only 20% of your loyal customers, who keep believing in you and trust you enough to work with you again. Your customer support has to be beyond the 5-star level to create such a strong base. Investing in help desk software for small businesses helps empower you with the right set of tools and capabilities to improve your customer service game. With our small business ticketing system, you get a complete suite of tools that enables you to be the ace of customer service in your business!

Talk With Your Support Genie!

We integrate queries from Facebook Messenger and Instagram DM exclusively. Get in touch with our support genie to uncover other things.

#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, united-states

Testimonials

Tristen

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.

Noah

I needed a lot of support when integrating the DX portal. We loved how the team solved it just like their own product and supported us a lot!

Leo

Not only the onboarding experience, even after I purchased the DeskXpand, team DX has been super responsive whenever I needed their support.