Customer queries and complaints are usually handled using helpdesk software. It allows companies to process, track and respond to support requests in real-time. This is often possible with the help of a ticketing system that automatically categorizes and assigns tickets to each support request as they come in. In this article, we’ll discuss why you should choose a helpdesk with a ticketing system.
The top 6 benefits of a help desk ticketing system
CRM or helpdesk software is helpful for every business, whether big or small. It allows you to manage multiple customer requests within a short period of time. You can also automate and manage various support channels such as email, chat and phone using one software tool.
1. Capture and organize support requests more efficiently.
A ticketing system can capture requests from a variety of communication channels and convert them into tickets. This makes it easier to collect accurate information such as customer details and requests. It also categorizes, tags and assigns tickets so your help desk agents can manage and respond to them accordingly.
2. Resolve queries faster.
Your customer service team needs to be able to resolve queries quickly. A helpdesk ticketing system can organize tickets by priority, source or user. It can also route support tickets automatically to the right person or team. This helps to ensure that several incoming support tickets can be handled quickly and correctly.
3. Better manage a greater volume of queries.
When your help desk is flooded with queries, agents can become overwhelmed, tickets can get lost, and it takes longer for queries to be resolved. With a ticketing system, queries are attended to on a first-come, first-serve basis. You can also automate the tracking of tickets and be alerted on their status e.g unattended tickets and tickets requiring follow-up action.
4. Centralize communication from multiple channels in one thread.
A helpdesk system that features multi-channel support is able to put communication from different channels, like email, phone, or social media, into a single thread. The best part is that you can automate requests coming from multiple channels so it’s easier to manage and categorize every support request you receive.
5. Improved internal collaboration among agents.
Customer support agents may work together to resolve certain tickets. In this case, they need to see exactly where the previous agent left off on a ticket. This improves customer service as the customer won’t have to repeat their issue to a new agent. A ticketing system should also allow agents to communicate with each other and other team members from their dashboard.
6. Generate detailed reports.
Helpdesk performance needs to be measured weekly, monthly or quarterly. Helpdesk ticketing software allows support agents to generate reports for tracking important metrics. It helps to measure call wait times, average query resolution time, ticket backlog, agent performance, and customer satisfaction rate.
How can businesses choose the right ticketing system (what are some of the top features to look for?
As your business grows, there will be an influx of emails, chats and phone calls from satisfied and unsatisfied customers. Help desk ticketing software will help you to organize all these requests and resolve them as quickly as possible. Here are the features to look for in a ticketing system:
Multi-channel accessibility
A helpdesk system should allow you to track and respond to queries from various channels. This includes social media apps, emails, live chat, chatbots, phone calls, etc. This ensures that agents never miss any incoming requests.
Team collaboration
Your team should be able to communicate with each other and collaborate on complex tickets. This allows each support agent to ask for help or even reassign tickets to those with the right expertise for dealing with the customer’s issue.
Integrations and customizations
It should be easy to include a ticketing system in your company’s workflow. You can choose a system that allows you to integrate a variety of productivity, analytics and management apps to help streamline your support tasks further.
Workflow automation
An ideal helpdesk ticketing software needs to have automation features. This helps to reduce manual or repetitive tasks and frees up time. It also helps to eliminate errors when storing customer information and their requests.
Personalization
Each customer may have unique preferences that agents need to take note of. You also need to know what issues the customer has had in the past and how well they were resolved. This feature allows you to understand what matters most to each customer or product user.
Knowledge base
A knowledge base is a collection of information about a product or service. It often includes how-to guides, FAQs, explainer videos, etc. It helps to save the customer’s time and also reduce the requests your company receives.
Reporting
Every business needs to analyze all the data being collected on a daily basis. A helpdesk ticketing software with reporting features allows you to understand your customer service data by tracking key performance metrics.