Odoo Helpdesk App is tightly integrated with the Forum, eLearning, and Knowledge apps to create the Help Center, where teams and customers can search for and share detailed information about products and services.
Now, take this ideal scenario where your customer service team has everything they need to resolve issues quickly and efficiently.
Odoo Helpdesk and Knowledge apps working together create this very reality!
Let’s explore how to leverage this powerful duo to impress your customers.
The Odoo Helpdesk & its Help Center: Your One-Stop Solution
Think of the Odoo Help Center as a treasure chest of information.
By enabling the Knowledge app on your Helpdesk team, you create a central hub where your team and customers can access valuable resources.
This includes articles, FAQs, and even training materials!
Want to witness the Helpdesk in Odoo first-hand? Let’s schedule a personalized demo.
Odoo Knowledge App: A Collaborative Library at Your Fingertips
The Knowledge app empowers your team to build a collaborative library.
Team members can easily create, edit, and share information on products, troubleshooting steps, and more. Imagine a scenario where a customer encounters a common issue with a specific product.
Customer Service Representatives can quickly access a pre-written Knowledge Base article and use it to create a helpful response for the customer saving time and ensuring consistency.
Turning Knowledge into Action: Solve Helpdesk Tickets with A Clipboard Box
The Knowledge app comes with Clipboard boxes; these nifty tools allow you to store pre-written snippets of text that can be easily reused in different contexts.
Putting it All Together: A Customer Service Workflow
Here’s a glimpse into how Odoo Helpdesk & Knowledge App streamlines your customer service workflow specifically to address common customer queries:
- A customer submits a ticket inquiring about potential delays in their recent order.
- The support agent opens the ticket and utilizes the Knowledge app search function to find a relevant article titled “Understanding Shipping Timeframes.”
- The agent reviews the article, which details estimated shipping times based on location and chosen shipping method.
- Suppose the customer’s inquiry falls within the mentioned timeframe. In that case, the agent can simply copy and paste a relevant excerpt from the article into the ticket response, offering reassurance and potentially including a link to the full article for further reference.
Finally, the customer receives a prompt and informative response, managing their expectations and potentially resolving their concern entirely.
Empowering Customers Throughout Their Journey on Your Platform
In this digital age where Chatbots and AI have taken over, customer service representatives shouldn’t be burdened with repetitive tasks, instead, they should be able to guide customers with insightful information.
By leveraging the Knowledge Base on Odoo Helpdesk App, your team can proactively create and share helpful articles that address common pain points throughout a customer’s purchase journey:
- Shipping Delays: Create an article explaining your shipping process, outlining estimated delivery times based on location and chosen method.
- Payment Issues: Provide a clear and concise guide to accepted payment methods, troubleshooting steps for common payment errors, and contact information for your payment processor in case further assistance is needed.
- Refund and Return Rules: Outline your return policy clearly, including timelines, eligibility criteria, and step-by-step instructions on initiating a return or requesting a refund.
By making this information readily available in the Help Center, you empower customers to find answers independently, reducing the burden on your support team and fostering a smoother customer experience from purchase to delivery/return.
Understanding the Collaborative Advantage
By harnessing the combined power of the Odoo Helpdesk and Knowledge apps, you’ll experience:
- Faster Resolution Times: Knowledge readily available means quicker issue resolution, leading to happier customers.
- Improved Customer Satisfaction: Consistent, accurate information builds trust and strengthens customer relationships.
- Reduced Team Effort: Pre-written responses and reusable content free up time for your team to tackle more complex issues.
