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Marketing With Help Desk Software
Posted by: Admin Sbloglive.com (Views: 1463)
Date Posted: 5/1/2007 (mm/dd/yyyy)
Integrate your help desk software with your marketing efforts to increase the value of your customers. How?
But first, let's discuss a little about the core function of having a help desk software. Help desk support solutions are well-known to be all about customer retention. You bring on new customers everyday, and hope to retain most of the existing ones. So your bottom line improves daily.
However, not everyone knows that a help desk support system also allows a company to perform marketing activities as well. Let's take a look at how a help desk software system can help achieve that.
First, most help desk systems keep a database of email addresses of exisiting customers. The company should be able to view trends of frequently encountered problems. For example, customers have regularly enquired about a certain component. You may wish to offer to install the components for these customers for a small fee. This will help keep your customers satisfied and will also help increase your revenues.
In addition, a company can contact existing customers via the help desk system to tell them about new products and services. This is called back-end marketing. Though this concept has been around for ages, we do not see companies making use of their help desk systems to benefit from such marketing activities.
The above tip alone should help you make lots more revenue from your existing pool of customers. But there's more!
Notice that most, if not all, web based help desk systems can convert emails to support tickets. The system will then respond automatically to confirm that the support ticket has been received. Each of these automatic emails can be configured to market some products or services as well.
However, we recommend that these automatic marketing messages be kept simple as we could potentially be dealing with a frustrated customer here. Still, there's nothing to stop us from putting in a message to the tune of, "Thanks for contacting support. We'll be replying to your email within XX hrs. Meanwhile, feel free to sign up for a free trial run of our new product, exclusive for existing customers only."
As you can see, a help desk support system is not necessarily just a support cost to the company. It can be turned into an automatic marketing system as well. An investment well worth considering.
Article Source: sBloglive.com
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