Customer Service for Publishing - Helprace
Benefits of using Helprace publishing customer service software:
Start offering dedicated publishing customer service to your clients
The publishing industry is as competitive as ever. Being in the publishing industry and using slow, outdated email platforms instead of your own dedicated publishing customer service software reflects poorly on your operation. Customers and clients demand professional publishing customer service in this day and age. So how can you make your staff and customers happy?
And in the publishing sector, customers and participants want to reach you through numerous channels. When we're talking online, it could mean email. But it could also mean a Google search, how-to article or a community discussion. That's why Helprace offers an all-in-one solution for publishing professionals: a help desk (for those pesky emails from authors, suppliers, manufacturers and the general public); a self-service portal (for spelling out instructions for participants and users) and lastly a feedback community (that answers questions and collects ideas to make the whole experience better).
Publishing customer service and self-service, simultaneously
Getting a wide audience to notice you is easier said than done – but it starts with the right application. Helprace lets you categorize your support into sections that end-users can start experiencing right away. You'll also get the benefit of providing speedy publishing customer service to your customers with more time to spare for your publishing customer service representatives.
Self-service is also a big part of support. Whenever anyone has a question about shipping procedures, order placement or dealing with pitches from authors, your knowledge base can help. Firstly, it supports rich text and multimedia uploads for easy content. Then, articles are easily found by Google due to their URL structures and search engine friendliness. Lastly, publishers can sleep tight knowing that their articles are widely placed in their support portal: visible in "related articles" sidebar, search suggestions and the feedback widget.
All this translates to fewer support requests to your help desk. And when the requests do reach you, there are loads of productivity and collaboration tools that help you solve them in no time.
Optimize case management with your publishing customer service
Your publishing staff members have a number of tools at their disposal such as triggers (for tickets to route themselves behind the scenes) and collaboration options (private notes, canned responses, and more). Our software suite gives you the opportunity to solve customer requests with blazing fast accuracy. With smart filters, sorting capabilities, escalations and automations you can ease off the workload of your agents and speed up customer satisfaction. Helprace is basically your publishing customer service on steroids.
It doesn't cost anything to give Helprace publishing software a try and see the benefits you can accomplish first-hand.