The one thing that every business that offers a service has in common is its customers. It doesn’t matter if you are a freelancer with just one client or a small design agency with a few clients, you have to deal with customers on a day to day basis.
Since you are dealing with customers — even if it’s just a few, it is important that you offer them the best possible experience. This is especially important for freelancers and small design agencies with a few clients because they don’t have the luxury of losing clients. In fact, 73% of clients say that having a positive experience is one of the key factors that influence their brand loyalty.
One way to improve your client experience is by having a good customer support/engagement channel. In this article, we’ll list the best tools for customer support/engagement. Let’s get started:
Help Desk Software
Help desk software is a centralized system that makes it easy to keep track of customer complaints, user requests, and efficiently deal with customer-care related queries.
Zendesk comes with all the features you would require from a help desk software. The app provides a flexible ticketing system with advanced reporting and analytics.
For design agencies and freelancers with a few clients, Zendesk offers a feature that allows you to host communities and forums where your clients can share and exchange answers.
It also offers over 100 integrations with other business solutions like CRM, cloud storage, and productivity apps. This is very useful for freelancers and small agencies with a limited budget. Instead of running all these applications separately, you can just integrate them into Zendesk.
Freshdesk comes with an intuitive and simple UI that makes it easy to work with. It offers different plans to meet the needs of both freelance designers and small design agencies.
For freelancers that work on mobile devices, Freshdesk also comes with a robust mobile app that is available for both Android and iOS users. With the app, you can handle client complaints and take your data anywhere you go.
Freshdesk also allows you to track recurring client complaints. Having a thread of recurring client complaints can be very useful. It is most likely you are doing something wrong since most of your clients are complaining of the same thing. Having this information can help you improve your performance.
Zoho Desk is a powerful help desk platform that offers designers multi-channel support capabilities. What this means is that you can engage with your clients on other channels apart from the app itself.
A unique feature that Zoho comes with is a content-aware AI called Zia. This AI provides clients with human-level responses in real-time. If you are not available to handle customer complaints, the AI can assist clients in navigating the right knowledge base for accurate answers and solutions to their queries.
Vision helpdesk is a robust helpdesk software that centralizes all client communications on one platform.
The platform offers multi-channel support that allows designers to communicate with clients through email, phone and chat, websites, and Facebook.
The platform also allows you to run client satisfaction surveys and reports. If you own a growing design agency, surveys like this are very important. It helps you understand which area of your business to improve.
If you work with a team of designers or freelancers, the software also has its own social media like hub for teams called Blabby.
Social Media Support
Most of your clients are on social media and it is important that you have an efficient system to answer queries and complaints. You need a dedicated social media support tool to efficiently deal with customer queries on social media.