Why Investing In Ticketing Software Will Ace Your Customer Service
When you are part of the management team in your business, it is really frustrating when the support teams do not deliver the expected results. The outcome that I am talking about here is the customer satisfaction score. Customer support must be flawless, especially when the type of industry that you are part of is Services. Your customer service can either make or break your entire business. Hence, you have to be vigilant while devising your customer support strategy.
One of the most practical solutions to streamline your customer service is signing up for a ticketing system. You might be wondering if a ticketing system is the best solution for customer service with better ROI. I would say with conviction, “Yes, you will certainly not be disappointed”. According to Transparent Market Research, the market for help desk software solutions is expected to reach USD 11 billion by 2023. Hence, it is a booming industry, and we can expect more businesses to switch to a ticketing system to prioritize and manage their customer tickets.
Basically, the cost spent on support agents is more than the amount spent on complete help desk software. So, why delay when you can get maximum productivity at low operational costs?
In this post, we have broken down the fundamental benefits of utilizing help desk software for a better ROI and improved business productivity.
Mastering Customer Service With Ticketing Software
All tickets in one place
The significant application of ticketing software is its capability to collect all customer queries, grievances, requests, and other interactions in a single platform. No matter what channel the customer uses for interaction — email, messaging, phone calls, web forms, or any other channels, all the information can be documented in a single application. Sounds amazing, right? Your customers can use any communication channel, but your support team can manage all the interactions from a single cloud platform.
Self-service portal
Nowadays, the concept of self-service is a trending feature and businesses have started implementing this mode of service that enables customers to find solutions directly rather than going through multiple support escalations. By utilizing this support help desk feature, businesses can expand the product knowledge of their customers and encourage them to find solutions by themselves. Customers also can simply log in to their customer portal, raise tickets, interact with the assigned service agent, track the progress of their tickets, and find timely solutions right from their desk.
Prioritize the tickets
Your helpdesk ticketing system is incomplete unless you have leveraged the full potential of service level agreements (SLAs). SLAs are a pivotal part of customer service teams that determine the time period within which the solution should be provided for a particular type of ticket. SLAs help service teams prioritize the tickets according to the severity and the action to be taken when a ticket is left unattended by a support agent. You can even configure your system to send an alert email, escalate to your managers, or close the tickets. All this can also be monitored from a single online system.
Monitor your teams
The primary purpose of investing in a support team is to deliver timely resolutions to the customers. The entire purpose turns out to be a failure if the promised service is not delivered by the support teams and there is no system in place as checks and balances. This system helps the managers to monitor the performance of support agents, customer feedback, and train their teams to offer the service expected by their customers. It is a process of analyzing and improving. This can be achieved by investing in an affordable ticketing system that monitors your support teams in real-time.
Less operational costs
Any procedure or strategy becomes successful only when there is a positive return on investment. If the process costs more than the invested money, it negates the primary intention of opting for it. A help desk covers service agents, software, and other operational costs. When you have signed up for a helpdesk service, your agents can focus more on the servicing part, while the software will manage all your redundant tasks. Hence, you can reduce the investment in human resources, which is comparatively higher than the cost required to set up a help desk software into your system.
These are some of the reasons why you must invest in ticketing software for better productivity and reduced operational costs.
Apptivo Help Desk
Apptivo business management application is a pioneer in offering help desk systems to businesses across the globe. The help desk solution of Apptivo is an integrated solution that lets your teams work with flexibility and transparency. When you sign up for the Apptivo cloud suite of applications, your entire business workflow becomes interlinked and the communication between teams becomes streamlined.
The ticketing system of Apptivo collects tickets from emails, web forms, and other channels through a secured integration method and assigns them automatically to the right support agent based on the criteria. Further, the automation features ensure that the miscellaneous and repetitive tasks of your agents are handled by the machine while empowering your agents to focus more on improving their service delivery.
Conclusion
Investments are often aimed at bringing in better returns, and this applies to purchasing a subscription in the help desk system. Businesses normally understand their requirements and then purchase a plan that is suitable and falls within their budget. Understanding this stand of businesses, help desk providers also provide solutions that are plan-based without much paperwork. This empowers the businesses to select a plan that is more suitable for them. By signing up for software like Apptivo, you can certainly notice improvements in your customer service.
