As the world of technology moves forward, more and more businesses are moving up to ticket management software to satisfy their customer support needs. However, some still believe that their current system still works well enough. In many cases, this system is simply an e-mail account that customers can communicate through. Although this does function, at least for smaller companies, it is far from the best option. A good ticket management software can be very beneficial to both your company, and your customers. Here are a few benefits of ticket management software that you may not have thought of.
One of the biggest benefits of using a ticket management software is the increased level of organization that comes from it. Although e-mail accounts become very messy and difficult to maintain as the load increases, ticket management software is designed to handle this. It will keep each help request sorted by customer and ranked by time or importance. It can keep track of what has been taken care of and what still needs to be done. This software really does a lot of what the customer support agent would have to do otherwise. Increased organization is a big factor in ticket management software that leads to a number of other benefits.
Because of the increased organization, ticket management software allows your company to respond to requests with much less effort than other systems. Increased efficiency means that fewer hours are required to take care of all of your customers’ requests. Most importantly, efficiency means fewer mistakes. Your customers will be especially grateful for this.
Your customers also expect their support requests to be answered quickly. While they may be willing to wait a few minutes, or even a couple of hours, they certainly don’t want to wait for days or longer. A ticket management software combines organization and efficiency to create speed. This allows you to respond to requests much more quickly, even with less support staff.
Every customer’s needs are different, and each of your support staff members have an area of expertise. Even if you are not aware of it now, they each have something that they are interested in, or an area in which they have a lot of experience. Ticket management software allows you to make use of these specialties, if you are willing to identify what each employee is best at, and supplement that expertise with a little extra training. The software can allow a customer to select the topic of a request, which will route it to a specific person. If the customer chooses the wrong category, the employee who receives it can reroute it to the proper person instead of trying to give an answer to something they’re not an expert on. Your customers will be very appreciative of this, even if they don’t know it, because this system helps them to get quick, accurate, and helpful answers every time.
The importance of professionalism is often greatly underestimated in the world of business. Companies will almost never do business with another company if they don’t act professionally. In many ways, an e-mail support system, and many other outdated support systems, give off a strong feeling of unprofessionalism. On the other hand, a ticket management system is seen as new and forward thinking. Be careful, because even some of these software options feel incomplete, but if you make sure to pick a great ticket management software, your customers will definitely appreciate the trustworthy feeling of your support system.
Automated updates to customers
Customers want to know what’s going on as much as possible. A ticket management software can update users automatically when necessary. For example, customers hate to be kept waiting when they need a response to a question, but sometimes it is unavoidable. In this case, a customer will be much more patient if they receive a notification that it might be a little longer than they expect. Of course, to have an employee send this notification would only increase the response time, but a good ticket management system will do it for you, allowing your employees to focus on reducing the wait time.
Records of previous communications with each customer
Customers don’t like to be asked questions multiple times. When you use a ticket management software, you’ll be able to keep track of all communications you’ve had with a customer, whether or not they’re related to the current issue. This provides your staff with lots of helpful information, and prevents them from having to ask your customer questions repeatedly. This saves time and money for both you and the customer.
Statistics and analytics possibilities
In addition to keeping records of actual communications, you can also ask customers questions at the end of each support session, which allows you to collect data and perform analysis on almost anything, from how happy your customers are with your support system to how they feel about a product, or even your business in general.
Finally, some ticket management software allows you to prioritize requests, which can be very beneficial. For example, you may want to insure that your best customer is always kept happy by responding to their requests first. Emergency requests for help with a product or service that is needed immediately may warrant a response before a friendly suggestion for improvement, no matter which was received first.
Customer support is a huge part of a successful business, and you may be surprised by how much a ticket management system can do for you.