Banking Support Desk management simply means “customer service”(i.e, the way we respond and relate to our customers when a complaint is raised).

In the banking Industry,customer service is one of the most important tool.Quality customer care includes keeping pace with both live and digital options for handling everything from simple to complex transactions.

Today,most firms make use of FreshDesk and Zoho Desk as their customer support tool.Below is what you need to know about FreshDesk and Zoho Desk:

Zoho Desk

Zoho Desk is web-based help desk software that gives you the ability to manage your customer support activities efficiently. Zoho Desk allows you to assign, track and set up alerts on help desk tickets easily. You can customize Zoho Desk for your business and ensure satisfaction in your customer support experience.

Key Zoho Desk Features

1.Prioritize, Manage and Close Your Customer Support Ticket

With Zoho help desk management software, you have control over customer tickets submitted to the support team via phone, email, or web form. You can set priority to an incoming ticket and then close those tickets in the preferred order.

2.Create a Help Desk Solution for Your Support Team

Improve your resolution time and customer service by creating a Knowledge Base of customer support articles with Zoho help desk solutions. This will allow your support staff to provide appropriate solutions for customer tickets effectively.

3.Provide a Help Center

Help your customers proactively before they contact your support team. With the Help Center, you can create a Knowledge Base for your customers that is available to them 24/7. This feature also allows customers to create a ticket and track it online, eliminating the need to contact your support center.

4.Manage Contracts and Service Level Agreements

When a customer ticket is created, Zoho help desk software will take into account an appropriate resolution time based on your business hours. If those parameters are missed, the ticket will be escalated automatically. You will also be notified when a service agreement or contract is about to expire. You can also use the advanced workflow feature which allows you to automate assignments, alerts, emails, and create tasks

5.Create Standard and Customized Reports

Get detailed reports including all the important facts about your support center's performance. You can determine the average resolution time, the number of tickets closed per agent per day, the number of tickets opened per product and more.

6.Customize Your Help Desk

Control the look and feel of your help desk by customizing working tabs, staff roles and profiles, departments, workflow rules, email templates, web forms, business hours and parameters, help folders, catalog, accounts, contacts, and more.

FreshDesk

Freshdesk is an online cloud-based customer support software providing help desk support with all smart automations to get things done faster. It has remained a popular choice for businesses that want to increase customer engagement and manage customers as they scale. 

Freshdesk supports pretty useful features for customer engagement, like: 

• Omnichannel help desk
• Team collaboration
• Artificial intelligence (AI) and chatbot capabilities
• Multi-channel communication management
• Self-service support portal for support agents and customers.

FreshDesk Features:

Freshdesk provides you with a wide range of features, categorized into 6 sections as below:

1. Support channels

• Chat support: Enable chat in customer portal by integrating Freshdesk with Freshchat. You can then convert conversations into tickets. 
• Email support: Convert support emails into tickets. 
• Phone support: Enable phone calls by integrating Freshdesk with Freshcaller. Get notified whenever a customer calls. Miss calls get listed as tickets. 
• Twitter support: Add your company’s Twitter handle to Freshdesk. Tweets, direct messages, and brand mentions get displayed as tickets. 
• Facebook support: Add your company’s Facebook page to Freshdesk so you can respond to your visitor’s posts and comments. Direct messages, posts, or comments can get listed as tickets. 
• Website support: Place ticket forms either as a pop-up widget or by embedding it to your website. 

2. Productivity hacks

• Tags: Use tags to classify tickets so that agents can find the issue type quickly.
• Dispatch: Create rules on incoming tickets and automate support workflows.
• Automatic email notification: Notify customers and agents automatically when changes happen in a ticket.
• Canned responses: Create reply templates for specific situations and categorize them into folders.
• Customizable help desk: Automate ticket assignments based on agents’ current workload, skills, or channels. 

3. Helpdesk management

• Public and private notes in tickets: Add private notes for your support team or inform customers with public notes.
• Ticket activities: View the history of a ticket from the day it was created.
• Team inbox: Collaborate with team members using a shared inbox.
• Merge tickets: Merge all the tickets from different channels in chronological order. Also, add/remove tickets from the merge.
• To-dos: Add a to-do task within the ticket or add it to your dashboard. Prioritize work and mark the checkbox when a task is done.
• Freshconnect collaboration: Collaborate with other team members right inside Freshdesk using Freshconnect. 

4. Self-service 

• Knowledge base: Create a self-service portal (knowledge page and FAQs) to share with customers. Categorize knowledge base articles, control their visibility, and customize meta information.
• Email to knowledge base: Update knowledge base as and when you’re replying to customers. Also, forward older replies to the knowledge base. 

5. Reporting 

• Default dashboard: View ticket trends, recent activities, arcade, gamification, community forums, customer satisfaction, and other metrics.
• Freshdesk analytics (beta): View performance distribution, group performance, agent performance, ticket volume trends, ticket lifecycle. 

6. Other Freshdesk features

• Support Service Level Agreements (SLAs).
• Create scenario automation to solve tickets faster.
• Provide SSL certificates and DKIM configuration.
• Integrate Freshdesk with Freshsale to enable customer service CRM.
• Integrate Freshdesk with Freshrelease to enable project management functionalities. 
• Integrate Freshdesk with PagerDuty to handle escalations and incidents better.

               

To sign up freely for Zoho desk click here or this link: https://bit.ly/3OCO58C

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