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Логотип Chat2Desk

There is no other industry growing as fast as IT today. And IT companies themselves have to put a lot of effort to stay relevant – by introducing AI and other updates, preferably faster than competitors. Organizations develop unique products and use various approaches, but there is one thing that unites them – no matter how simple the product is, how extensive the knowledge base is, and how many instructions for updates are written, users will always have questions.

IT support provides help and solutions to customers with different levels of technical competence. Operators have sufficient communication skills and deep product knowledge to be able to explain to users how a service or software works. But it does not mean that the work of specialists does not require any automation to save their time for more complex tasks.

The main tasks of IT business are to bring the customer to the purchase after the trial period and to optimize operator work.

Chat2Desk will help new users understand the product, convert registrations into payments, and reduce the number of support requests. What tools will be useful for all IT companies:

  • Chatbots. They are the quickest communication channel. They make it possible to promptly process requests not losing them, collect contacts, and automate the contact center.
  • Self-service menu. It eliminates the need to answer frequently asked questions about, for example, the price or opening hours and redistributes requests by departments.
  • Response templates. Pre-prepared responses called by keywords will accelerate support and minimize routine and repetitive processes. Instead of typing the same text, a support operator types in a keyword and substitutes a message from those suggested by the system.
  • Tags. They help segment the user base and work more precisely. For example, offer a repeat demo or e-mail lessons to that users who most often have difficulties. And offer early access to updates and the opportunity to test new functions to those who came up with any ideas on service improvement.
  • Integration with CRMs. It can bring everything into a unified system and facilitate the work of marketing, sales, and support. The entire customer information will be available in a single window.

On average, a chat center and additional Chat2Desk options can increase sales by 31%, double the number of resolved support requests, and save time for really important tasks, namely  hypothesis testing and product development.

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