Customer Support for Journalism - Helprace
Journalism customer support improves user traffic
If you run an online news site, chances are you allow users to leave comments on your articles. In the world of SEO optimization, organic content made by commenting users can greatly improve traffic to your news site. Why not approach journalism customer support with the same viewpoint? When you allow users to leave comments, vote and give feedback regarding your news site, your online popularity grows right with your journalism customer support.
Furthermore, the online media and journalism world is in a constant change of mergers, acquisitions, and added applications. In order to keep track of these transitions, your support system needs to be agile and adapt to constant changes. Helprace allows you to customize your portal by showing or hiding various components, including updates, knowledge base, feedback community (including feedback channels such as questions, ideas, problems, praise). This allows you to run temporary tests, feedback campaigns and empower your agents with the power to control every aspect of support.
Manage your tickets when journalism customer support is needed
Your journalism customer support needs to adapt to your ever-increasing user base as well as during peak traffic periods. Helprace also allows your chief editor, opinion pollster and staff writer to collaborate behind the scenes during journalism customer support cases.
If you'd like to keep a public support forum for your users, you can do so as well. Fielding questions from readers will be a breeze as you'll understand exactly what they are thinking about and why they're reaching out to you. Certain Helprace categories can also be made private and the discussions contained therein will also be hidden from your users.
The Helprace support portal gives users a number of engagement options in terms of directed feedback. In addition, users can vote, comment on discussions and more - so that you will always understand what your users, customers or readers want out of your publishing company. This allows your support system as well as company to adapt to rapid content fluctuations within your industry.
Your very own Helprace journalism customer support
If you're using email to answer customer requests, you may be negatively affecting the productivity of your agents. Why? It's because as the number of emails increase, it's difficult to track messages, assign them to other staff members and divide one inbox into components. Worst of all, it's impossible to work together, since an inquiry regarding a pitch from a credible source may require more urgent attention than a pitch request from an anonymous user.
How can you provide adequate support if your journalism customer support software doesn’t seamlessly work within your organization? Helprace is cloud based so it’s fully adaptable to the fast-paced and dynamic world of journalism. With the internet playing such an important role in journalism, you can’t afford not to consider journalism customer support software from Helprace.