How many times do you think your help desk agents checked their emails on any given day and immediately placed their head in their hands because of the pages of emails they had waiting for them?
How many times do you think one customer emails your business because their issue had gone unresolved? How difficult do you think it is to find one simple email because there are too many pages to scroll through?
Your workplace can become extremely hectic when your employees have to handle multiple requests without an effective an organized system in place. Using an email system is an option, but this system can become complex and sometimes the system will not always be accessible, especially if a particular person is not included in the email conversation.
What Is Ticketing Software?
If you want an easier and accessible option, you should consider using ticketing software. Ticketing software will allow a ticket to be opened as soon as one is created. Once the ticket is opened, you will be able to see all the conversations that took place regarding the issue. The ticketing software will eliminate the need for searching through pages of emails.
You will discover that some issues may not be solved immediately; some customer issues can take some time to solve depending on the severity of the problem. When you have ticketing software in place, you will have access to every piece of information about the customer’s issue because there will be a ticketing tracking application.
If your business does not have a chat option or if no one is available to respond to customer’s questions, your customers will probably be asked to submit an email through a customized web form. What happens when a customer forgets to include something in the web form? That customer will probably return to the web form and submit the email again with the additional information.
Get Rid Of Unnecessary Components
With a ticketing system in place, your agents will no longer have to deal with the unnecessary components that are usually a result of poor communication. When you can get rid of the redundant aspects, everyone will be able to work quicker and more efficiently and effectively. You will not have to constantly tag someone in emails or forward the same email to multiple agents. When a customer’s issue is finally resolved, the ticket can be closed and marked as completed. Someone can also be responsible for tracking the progress of customer tickets to ensure that customers are not being ignored.
Ticketing Software Makes It Easier
When you have ticketing software, your customers will not have to send another email. Your customers can respond to the confirmation email they will receive. This system allows all the tickets to be queued so everything will be easier to read. When you can read everything without having to constantly backtrack, it will be easier for your agents to follow up with your customers. If your business has a social media account, you will be able to integrate the ticketing system with your social media account. For instance, if you receive messages on Twitter, those messages will also be displayed on your ticketing dashboard.
Keeping Everyone In The Loop
Using a ticketing system will also allow you to filter emails and assign the emails to different employees. This system will also allow your customers to receive updates throughout the process. You will also be able to send your customers an automated confirmation message that assures them their ticket was submitted successfully. The ticketing system will also allow agents to work together when needed. When agents can collaborate on customer issues, this will ensure that the customer’s issue will be resolved as soon as possible.
Customers will not be the only group of people who are happy with a ticketing system. Your entire workplace will also be happy because you are getting rid of unnecessary clutter and introducing a more effective and efficient system. Since your agents will be able to collaborate on a customer ticket, no more time will be wasted on things that can be used to improve the business and bring in additional revenue.
Your workplace supervisors will also find benefits and advantages in your ticket system because they will be able to stay on top of everything that is going on with customer tickets and customer progress. Without ticketing software, many customer tickets can go unanswered. Ticketing software will also allow the supervisors to determine which departments may need additional resources and staff expand accountability and ensure that every customer issue is handled the right way. The ticketing software will also show you what needs to be finished, the status of the issue, and which agents worked on the issue.
Why Will Customers And Businesses Appreciate A Ticketing System?
As mentioned above, customers will greatly appreciate staying informed of what is going on with their ticket. Once a ticket is opened and multiple agents will team up to resolve a problem, the customers will appreciate that their issue will be resolved quicker than it would if an email would have been sent. Customers will no longer have to jump over hurdles just to submit a question and have that questioned answered.
When customer tickets go unanswered, a significant amount of issues will go unresolved and you will have many unhappy customers. Thankfully, a ticketing system will allow you to eliminate some of the common problems that workplaces have when it comes to resolving customer issues. Ticketing software will be equipped with a knowledge base that will allow agents to resolve problems and provide an outstanding level of customer support.
You can also use the ticketing software to better assist new agents on the proper steps to take when an issue needs to be resolved. With ticketing software in place, your workplace will be able to establish a level of continuity for fixing some of the usual problems that your customers experience.
Are you ready to use software that will keep your customers in the loop and leave everyone satisfied at the end of the day?