If your business is anything like the countless number of other businesses in the world, there is always plenty of things for you to do.
Your vendors will need to receive their payments, you will have to answer sales questions, you will have to send your customers their invoices on time, and your employees will have to perform work for customers.
When all is said and done at the end of the day, you will have to know who did what and what things did not get done for that particular day. This is where the importance of ticketing software comes in. There are several things you should look out for if you are debating changing your current ticketing software.
You Are Only Using E-Mail
Does your business attempt to manage all or most of your customer issues through e-mail? Emails do not always reach their destination, and sometimes they can go unanswered if you are constantly getting emails throughout the day. If a customer needs a question answered from someone in a particular department and it does not get shared with the right person, the customer will not receive an answer.
What will happen when one agent receives the e-mail and it does not get shared with other agents? Once the customer emails the company again and the question goes to another agent, that agent will not know about the previous email attempt.
Many businesses finally decide to make the switch after they have to start sharing an email inbox. When you share an email inbox, emails continue to roll in and no one knows what they are supposed to do. Using a shared email inbox could do more harm than good, especially if you try to start your own system that is supposed to make things easier.
Customers Questions Are Unanswered For Significant Periods Of Time
How many people do you have handling the support duties? If you only have one person handling this task, you will have more problems than you can handle. If one person handles the email inbox, there is no way that person can remember which emails have been read and addressed. The only way the person will know that an email needs to be addressed is to read it, mark it as unread, and address it at a later time.
However, taking this route will mean you will have an employee who is unproductive because he or she is overworked. When your employees are overworked, they are also unhappy. When your employees are unhappy, they will not be able to provide outstanding customer service to your customers. This is another sign that your company needs to invest in ticketing software.
When you utilize software to your advantage, your agents will not have to input the same information over and over. Once customers give the important information that is needed to have their questions addressed, they do not want to give that same information again. Many customers become very frustrated once they have to repeat themselves to every agent they speak with.
When you have a ticketing software, your agents will be able to manage the customer issues in a timely manner because they will have a quicker way to review each case and all the information that was given. No one wants to have to answer the same question more than once. You will know that you need ticketing software when multiple agents receive the same question more than once.
Your company cannot afford to have any support tickets go unanswered, but if your business is only using an email system to address customer problems, that is exactly what will happen. How many times have you opened an email, read it, told yourself you would address it later but actually forgot about it?
If your agents use this method because they are trying to read so many emails on a daily basis, this is exactly what will happen. If you have experience with this, then you know exactly how your agents feel when they make this mistake.
When you have the perfect ticketing software for your business, your agents will have the ability to respond to customer issues on time. The customer issues will be organized; your agents will no longer have to search through pages of emails to find the email from a particular customer.
When businesses are not satisfying customers, those customers will leave. Sometimes they do come back, but when your customers are constantly frustrated with canned responses and unreturned emails, they will eventually give up.
If you have noticed some of your customers are leaving or if you have seen negative feedback about your business and the way you handle your customers, it is time to use a ticketing software that will help you create better customer relationships.
When your agents are productive and efficient, you will have happy customers. When your customers are happy, they will continue to use the products and services that your business provides. If you are looking for ticketing software, you will be happy to know that you have a variety of choices.
One of the best things for you to do is to choose multiple ticketing software vendors you are interested in and compare them. Once you choose two or three software vendors you are interested in, you should consult with those vendors and ask as many questions as you can so you can choose the perfect software for your business.