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Here at My Digital, we are passionate about offering exceptional customer support.
A while back we introduced a completely new approach to serving our users. We decided to move away from the traditional helpdesk ticket system via email and instead embrace conversational support.
We realised that the majority of users needed support right in the moment when they encountered difficulties. Email based ticketing system just wasn’t up to the task, it took long time to exchange the simplest information, and the format of an email was just too formal to facilitate a dynamic helpdesk conversation. We knew we had to resolve this inefficiency in our process. So, we made a bold move forward and embraced a user-centric approach by making support an integral part of our software.
Want to find out how we have done this? Read on.
We knew how valuable the time of our users is. And we didn’t want them to waste precious time of their week trying to figure out the answers to the questions or enquiries about My Digital software. We strive to empower our users to be champions of productivity and efficiency in their profession. With our new approach, they can get the guidance and assurance they need quickly and easily in a convenient format of casual conversation.
The best thing about conversational support is that it offers customers a fast and convenient way to get the answers they need. In the past, customers would have to call a company’s customer service hotline and wait on hold for an agent to become available. With conversational support, customers can simply send a message and receive a prompt response. And if they need to step away from the conversation, they can do so without losing context, thanks to the messaging format. When they’re ready, they can pick up right where they left off. As a result, conversational support is a more efficient and effective way to resolve customer questions –and it’s quickly becoming the new standard in customer service.
Conversational support is a modern way to resolve customer questions through digital-first, messaging-based engagement. This means customers and agents can be connected in real time or asynchronously, and customers can stop and restart the conversation when it’s convenient – without ever losing context.
Conversational support is a digital-first, messenger-based approach to resolving customer queries. Because it’s messenger-based, it can be instantaneous – allowing for fast, efficient, in-the-moment answers. However, it can also be asynchronous, meaning that it can be stopped and resumed at any time. This allows both customers and agents to multitask instead of demanding all of their attention as they wait in painfully long queues. Additionally, every conversation becomes part of a larger customer history, which allows you to build stronger, more personalized, context-rich customer relationships.
“Conversational support combines the best of phone support with the best of email support to deliver something better than both”
In this way, it combines the best of phone support (real-time answers – if you ever get taken off hold) with the best of email support (written records, asynchronous communication) to deliver something that’s better than both.
We’ve gone a step further and implemented co-browsing, so that whenever a user wants direct help from one of our customer representatives, the user can allow the rep to co-browse the application screen they see in real time. This way we are able to show the users how to solve the challenges they have in real time, by showing, not just telling them what to do.
We can provide a more personal and tailored experience that helps our users get the most out of our product. Thanks to co-browsing, we’re able to resolve issues more quickly and efficiently, and our users are more satisfied with the overall experience. Our goal is to make sure our users are successful, and we’ll continue to work with them closely to achieve that goal.