5 Smart Ways Multichannel Help Desk Support Can Boost Your Customer Retention Rate


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Having a solid customer retention strategy through help desk multichannel makes good business sense. Why? Because it costs up to five times more to acquire new customers than it does to retain and extract more value from existing ones.

One of the best ways to retain customers is to deliver outstanding customer service. In a 2017 Microsoft study, 96% of respondents worldwide said that customer service is important when it comes to brand loyalty.

A help desk support system that integrates with several communication channels can help you improve your customer service practices. And, subsequently, your customer retention rate.

In this article, you’ll discover five different ways that a multichannel help desk solution can help you in your bid to improve your customer retention.

Help desk communication channels to be used in 2020

1. Ensures your multichannel support is organised and managed correctly

Through managing emails, social media messages, phone calls and website enquiries in one centralised system, your support processes will become better organised.

Every new request that your support team receives can be controlled through a ticketing system. This allows agents to easily keep track of enquiries and prioritise responses accordingly.

Tickets can be categorised in terms of importance and then allocated to different support team members. Tickets can also be tagged according to themes, for example, complaints, reviews or for cross-promotion purposes.

A better-organised support system also means that no tickets go unanswered. This may be particularly advantageous for companies who need to support customers in different time zones or locations.

Read more: 5 Ways a Ticketing System Will Streamline Your Customer Service and Support

2. Improves customer ticket response times

A decade or so ago, customers would’ve expected to call, write to, or visit a store to get their support issues resolved. They understood that this process might take time.

Nowadays, with so many communication channels available, customers expect a timely, even immediate, response. Depending on what you offer your customers, these channels could include:

  • Facebook
  • Twitter
  • Live chat
  • In-app support
  • Email
  • Phone
  • SMS

Slow response times are a considerable bugbear for customers. With, 43% of UK respondents expecting their social media enquiries to be answered within 24 hours or less.

Customers expect an immediate response to their tickets across multichannel support

Social media penetration reached 67% of the UK population in 2019, with users spending one hour and 50 minutes on average each day on social media platforms. Many people like to check social media throughout the day; when they wake up, as they’re working, and while they’ve got one eye on the TV. Any business looking to deliver outstanding customer service must recognise the role that social media plays in the lives of consumers and align their support processes accordingly.

Helpdesk software that allows for multichannel support can simplify this task.

Better organisation of support requests leads to less backlog, an increase in agent productivity and faster response times for customers. Automated responses through chatbots can also be set up to deal instantly with commonly asked questions.

3. Allows for multichannel customer self-service support

Not everyone wants to pick up the phone to make an enquiry or spend time composing an email. Instead, most customers will prefer to browse your website and seek answers for themselves. In fact, 51% of customers prefer to find help via an FAQ section.

Many multichannel help desk support solutions offer a self-service portal, too. Here, customers can look up the answers to common issues at their convenience.

4. Supports an omnichannel customer marketing experience

In the UK, 47% of customers use 3-5 types of communication channels. When it comes to multichannel support, what customers really want is an omnichannel service.

Put simply, omnichannel is all about creating a seamless service experience for your customers by making their needs central to your support activities.

Putting in place multichannel support that allows customers to get in touch the way they prefer is an excellent start. But, going one step further, an omnichannel approach removes the boundaries between channels.

Multichannel systesm can generate an omnichannel ticketing system experience

In this scenario, a customer feels like whichever channel they use, they’ll be able to carry on that conversation with a support agent seamlessly. Even if they initially created their enquiry on email and then moved to SMS, or similar.

A multichannel tool can help you adopt an omnichannel approach to your customer service.

Your support team can access, in seconds, a full history of previous communications for every customer. Agents can leave notes for other team members too. So, no matter who picks up an ongoing enquiry or complaint, it can be dealt with effectively without the customer having to waste time repeating themselves.

5. Provides valuable customer insights

Help desk reports give you precious insights to help you analyse and optimise your customer support strategy. You can quickly identify which channels and category tags are being used the most through ticket inflow.

You’re also able to see at what time of day support is needed the most.

Some software solutions also offer agent activity reports, which help you monitor the performance of customer service representatives and pinpoint where further training is needed.

Using multichannel help desk support to retain your customers

Smart businesses focus on customer retention just as much as new customer acquisition. Excellent customer service plays an integral part in your retention strategy.

A multichannel help desk support solution can help you deliver a higher level of service that’s not only swift but also personalised to your customers’ needs. It enables you to tie your service processes together and aligns company messaging to help create an omnichannel experience.

Discover more by reading our Help Desk Software buyer’s guide.