Customer Support for Publishing - Helprace
Increase reader retention with publishing customer support
Your loyal reader base shouldn't be left without dedicated publishing customer support. Treat your customers with the same loyalty they treat you! Separate your literature into (virtually) unlimited sections, whether it's children's books or cookbooks. You're not only providing targeted publishing customer support but unique experiences for your readers, depending on what books they want.
When staff members struggle with multiple support or request issues from multiple applications, the customer experience can turn sour. The unified Helprace admin panel makes it easy for support agents to offer quick yet personalized customer experiences. This all streamlines the process, minimizes agent effort and keep customers engaged. What's not to love?
See exactly what your readers think with publishing customer support
Don't stop at providing a book forum or a news page for updates to your publishing dates. When you do, you risk coming off as every other publisher out there - this simply won't do in a competitive industry such as publishing.
Engage your readers in a web app with four feedback paths: users can give praise, suggest an idea, ask a question, and report a problem. Your company can easily keep track of all issues and have agents intervene when necessary, ensuring publishing customer support stays top-notch.
The unified admin panel keeps everything in one space so you can answer help desk tickets, update your knowledge base and moderate (and participate in) your community without opening a different window or app. By improving agent productivity in this way, it reduces team effort, allowing them to do more with less. This keeps customers happy and coming back to your business.
Start providing your company's vision of publishing customer support today
Customer service is the bloodline of any publishing business. This means that every single request, message or comment requires an answer that reassures the customer. Whether participants ask a question, share an idea, report a problem or give praise, there answer should be right under their nose. Helprace does this by offering aggregated suggestions (whether it's a question, idea, problem, praise, update, knowledge base article) which greatly saves time and clicks.
When a user does land on a portal page, a list of suggested topics appears in the sidebar so that the user can quickly navigate to a more appropriate topic. As you'd expect, all of this is done automatically. Basically, in order to compete, you must contain costs but give customers lots of value. This process may be automated if possible, however not to the point where the personal touch is lost.
Your publishing customer support starts with software that seamlessly joins a knowledge base, helpdesk and community for your agents to have a front seat view of your customers. Helprace is built from the start around publishing customer support, so you can't afford not to check out our state-of-the-art publishing customer support software suite!