DeskXpand Review

Omnichannel, Automated, & Collaborative 

DeskXpand enables teams and agents of companies and businesses across various industries to handle customer support tickets efficiently and effectively. They can apply an omnichannel, automated, and collaborative approach in dealing with customers’ inquiries, requests, and issues. DeskXpand permits customers to reach out to support teams and agents using any channels they prefer, including emails, feedback forms, social media platforms, and self-service portals.

Users can track and handle customers’ concerns and problems from different channels in one unified user interface. They’ll effortlessly create, organize, prioritize, and assign tickets based on customers’ messages. DeskXpand lets them manage, work, and collaborate on customers’ concerns and problems in their proper context with greater efficiency, transparency, and accountability.

For instance, they can  connect and interact with other teams or colleagues directly within support threads and tickets. They can also set up or receive task or to-do lists for handling and resolving support tickets and access automated reminders for all the important tasks they have to accomplish. They’ll have the ability to build and implement support workflows with SLA goals too. Thus, they’ll define how much time it should take teams or agents to respond to customers’ concerns/problems or assign and close tickets.

Customer & Employee Experiences

The helpdesk platform gives you access to tools and features that help produce better customer and employee experiences while enhancing response times and reducing support costs. DeskXpand allows you to create and customize self-service portals that you can integrate into your company’s website or social media page. You can implement these portals to share contents and information with your customers.

You’ll be able to publish eye-catching and high-quality knowledge base articles, FAQs, video tutorials, images, files, reviews, and recommendations for different brands, services, or products. As a result, customers can quickly find answers and solutions for their inquiries and issues by themselves. This can decrease the number of tickets your support teams and agents need to create, manage, and solve.

Support staff can spend more time working on unusual or complicated inquiries and issues instead of answering and resolving those simple or common ones all over again. They can handle and close more support tickets at faster response times, which in turn lowers the cost per ticket.

Actionable Helpdesk Data 

With DeskXpand, you can obtain and evaluate quick, precise, and actionable reports and analytics about various aspects of your customer support operations and processes. That way, you’ll employ better support strategies as well as enhance customer experience, satisfaction, and retention. DeskXpand lets you track and assess the complete lifecycle of support tickets.

You can analyze data regarding ticket inflows, volumes, statuses, and response times. You’ll also find how satisfied customers are with your support processes, teams, and agents. DeskXpand permits you to determine the possible questions, problems, and behaviors customers may have in the future depending on their previous actions and engagements. Thus, you’ll ensure that your support employees and resources are prepared ahead of time.