Do you know why email is such a popular tool for customer support? It’s because it is the most efficient way to contact a client. No one likes waiting on hold or being redirected. The problem is that email was not built for customer service. This is your purpose for using a tool like ticketing software. It is designed to manage all of your customer’s requests, as well as allow you to give them the attention they deserve. Not only that, but it also allows you to track important information about the client, like what their interests and preferences are. By using a tool like ticketing software, you free up your time to develop better products and provide better customer service, which will impress the client and ensure they return to you in the future when they need more assistance.
You’re looking for a solution to your business’s problem and you are searching for a specific term, e.g. “ticketing software”. You might have stumbled across the term “ticketing software” or “ticketing system”, but do you really know what they are? Ticketing software involves making each part of the email handling process much easier and more streamlined. It allows an email to be transferred, assigned and moved around your different team members and departments and to be passed on to the relevant people whilst keeping a track of what this email is about, when it is due to be resolved and whether the customer has been updated.
What is Ticketing Software?
A ticketing software is a system that manages all incoming requests or issues from customers. It does this by capturing all of these requests from email, social media, online chat, phone calls, etc. This gives the requestor a unique ticket number and stores their information, so they can be kept track of. If the ticket is a support request, the support team can find the relevant answers to their questions by searching the internal knowledge bases. When a ticket is handled, the support team member enters what they did and the ticket is closed. This provides businesses with insight into which customers are having issues and what the issues are.
A ticketing software is a perfect way to manage customer requests, especially when you have a lot of requests coming in, and need to organize and prioritize your work load. Having a clear process in place will help you to provide a better service to the customer, while also keeping your communication consistent. The system will allow you to track the issues, from creation, to resolution, to closure. In addition, you will be able to create reports for management, to see how issues are resolved.
A well-implemented ticket system can save a business time and energy. Here are some benefits of a ticket system:
1️⃣ Visibility. All the information about the ticket is available in one place, which makes it easy to find what you're looking for.
2️⃣ Structure. The structure of the ticket system is flexible, but also provides clear guidelines for everyone.
3️⃣ Centralization. No information gets lost and you have a central database for all ticket information.
4️⃣ Flow. The ticket system has a defined process for handling a ticket.
5️⃣ Auditability. All changes in the ticket system are logged, which makes it easy to follow the workflow.
6️⃣ Adaptability. The ticket system can be easily extended and customized.
To maximize your business potential, you'll have to make sure you're open for business to customers on the most popular communication channels out there. This means you'll have to create profiles on Facebook, Twitter, Instagram and other social media outlets. And email is an excellent tool for keeping in touch with your clients, but it can end up clogging up a mailbox with hundreds of emails. Phone calls can be too impromptu for most situations, but an online ticketing software allows you to get together with clients quickly and easily.
There are a lot of solutions (ticketing software) out there for helping you manage your customer support and troubleshooting processes. Many larger organizations use enterprise solutions that come at a great price. But if you're starting out as an SMB, you don't need to spend that much money to get a great solution. A good helpdesk ticketing software can make managing customer support a breeze. The key is to find one that is easy to use and has a variety of features that match your needs.
A good helpdesk ticketing software (like LabiDesk) can supply a powerful support solution designed to streamline your customer support. You can now respond to customer requests and questions excellently and keep track of incidents and support tickets. This way, you'll be able to increase your customer satisfaction, prioritize your workload effectively and minimize the redundancy of routine tasks.