Nowadays, each organization finds it crucial to improve its customer support service. But it requires not only relevant agent training but also efficient tools to optimize work processes. For example, many service agents find it difficult to address customer problems properly due to disconnected systems or clumsy user interfaces.
Running customer support in the shared email inboxes impacts the performance of your support team and the quality of customer inquiries fixing. Therefore, you need to consider improving those aspects by implementing a suitable helpdesk ticketing system. But before purchasing one, it is crucial to conduct relevant research and analyze the quality of software. This blog post will help you define the peculiarities of ticketing systems and steps to select the appropriate options.
What Is a Support Ticket?
Let's start by delving into the concept of a "support ticket." For those who may be unfamiliar, a support ticket serves as a comprehensive record of customer support interactions, neatly packaged for convenient access. Essentially, a ticket captures vital details such as the date, time, specific issue, and contact information involved in your customer service interactions. The beauty of this system lies in its dynamic nature, allowing for easy modifications and adjustments as the need arises during the customer service journey.
Fun Fact! Before we explore the array of help desk software solutions available today, let's take a moment to appreciate the evolution of support tickets. Once upon a time, diligent agents painstakingly transcribed all relevant information onto physical ticket cards. These tangible artifacts were then routed through a specialized transport system, resolving queries in the order of their submission. It's truly fascinating how productivity has evolved over the years!
Beyond the aforementioned benefits, a support ticket can be updated with additional information, renamed, and ultimately resolved, reflecting the progress made in addressing customer needs. Furthermore, the ticket system offers a valuable opportunity to disseminate vital updates about your products. Whether you're introducing a new service or expanding your product line, your ticket database can serve as an invaluable contact list, enabling you to share promotional materials with your customer base.
By leveraging a robust help desk software solution, you can streamline your support ticket management process, enhance efficiency, and foster stronger customer relationships. Now, let's explore some exceptional alternatives to Intercom that can empower your support team to deliver exceptional experiences.
Where Support Tickets Come From
In the realm of support tickets, it is crucial to acknowledge their diverse origins. Modern customer support software solutions go beyond the confines of a single channel and empower businesses to gather customer requests from various sources. As you strive to deliver exceptional customer service, it becomes essential to seamlessly collect support tickets from a multitude of channels, be it social media platforms, emails, or live chat interactions. The true power of a help desk lies in its ability to automatically aggregate support tickets without requiring your constant involvement.
To avoid getting lost amidst a sea of incoming requests, most customer support software employs an intelligent ticketing system that effortlessly categorizes each ticket based on its origin. By automatically labeling tickets, the system ensures that you maintain clarity and organization while managing customer inquiries. However, there may be instances where you have to designate the source of a ticket manually. It is worth noting that your help desk of choice should also monitor other avenues such as forums and knowledge bases, enabling you to receive support requests from these platforms seamlessly. By embracing this comprehensive approach, you can ensure that your customer service efforts encompass every aspect of your online presence.
Let's address a vital question: Does your chosen solution support omnichannel and multi-channel ticketing? If the answer is affirmative, congratulations! You are well-equipped to navigate the intricacies of modern customer service. Embracing omnichannel and multi-channel ticketing capabilities means that you can effortlessly consolidate support tickets from various sources, delivering a unified and consistent customer experience. By leveraging these features, you can respond swiftly to customer inquiries, regardless of their origin channel, providing seamless support across the board.
Choose a customer support software that understands the significance of omnichannel and multi-channel ticketing. Doing so empowers your team to excel in customer service, ensuring that no ticket goes unnoticed and every customer request receives the attention it deserves. Elevate your support operations and establish lasting customer relationships by embracing a solution that truly supports your omnichannel aspirations.
Why Do You Need a Help Desk Ticketing System?
Implementing a helpdesk ticketing system serves as a starting point to improve your customer service. Clients' inquiries are registered as tickets When they reach out to your company. Thus, applying ticketing systems allows storing all your client communications together. That includes emails, messages, phone calls, the client's previous communication history, and even internal notes. Thanks to a help desk ticketing tool, you oversee and analyze how customer queries are fixed.
In addition, an appropriate ticketing system is a basic solution for efficient customer support operations. Ticketing systems help streamline the support service processes, which, in turn, improves the customer experience.
5 Benefits of Ticketing Systems
The latest ticket management tools and services ticket management tools and services offer multiple advantages to businesses small and mid-sized. That helps create a productive work environment.
- Automation allows for stabilizing a systematic procedure for handling ticket flow, prioritization, assignment, and alerts.
- Centralization. You house all tickets in a single location and access this data anytime.
- Self-service customer experience. Considering the types of ticketing systems, your organization can establish FAQ sections and knowledge bases or provide other critical self-service data.
- Prioritizing customer requests helps companies fix them appropriately with a win-win: satisfied customers and a product support service team.
- Reporting identifies patterns of customer requests for product or service improvements and shows if your support team needs extra training or workflow changes.
Why Do You Need a Ticketing System?
The help desk ticketing system may become a significant game-changer for your organization. To prove its value, check out the following reasons:
- Improved customer request management. Despite a type of ticketing system, it records every interaction you have with clients. That allows checking out their queries’ status immediately or analyzing the entire process to gain deeper insights into the issues.
- Enhance the team workload. A good system helps to assign tickets to various agents depending on their workload, effectiveness, or experience. That allows your teamwork to their potential and make well-informed decisions.
- Routine task automation. Save time on manual tasks and automate as many process aspects as you can. So you spend more time on customer queries than data entry.
All the discussed factors lead to a consequence: use a ticketing system to perform better and provide outstanding customer support.
Does Your Business Ready for a Ticketing System Implementation?
Probably the everyday efforts made by your support team cannot translate into a positive customer experience. In this case, you need to consider implementing new help desk products. Of course, your employees may work hard but there can be a significant gap between the organization’s aspirations and its ability to serve clients efficiently. This situation may lead to low customer satisfaction rates and personnel turnover.
Many small businesses run their customer service using shared inboxes. This approach works perfectly until you start scaling your business and operations. The requests got mixed, or support agents respond to the same query, or nobody respond to a customer question. That is where a helpdesk ticketing system comes in handy.
But how to know if the improvement time has come? Here are 7 signs your organization is ready for a ticketing system
- The number of support tickets that slip through the cracks keeps growing.
- Support agents respond to the same tickets.
- You are failing to figure out who is addressing a complicated support problem.
- The company gains no support-driven insights on its performance.
- The existing morale is low, and the support reps get frustrated with the workflow and current tool.
- Customer performance indicators are unclear and hard to track correctly.
- The team craves for better communication and collaboration to deliver better transparency.
What Ticket System Features Should You Focus on?
There are 6 must-have features you need to consider when selecting your help desk ticketing tool.
- Ticket automation. Despite the industry your company works in, this feature is crucial for all ticketing systems. Automation allows for performing multiple tasks.
- Service Level Agreement (SLA). Thanks to the direct help desk SLA management, you can make transparent to your customers how your support service works to avoid potential SLA violations or customer questions about support working hours.
- The ticket tags option allows organizing tickets into categories and spotting popular or common problems quickly.
- Macros or canned response templates. You should select a system that allows creating macros that speed up responding and reduce service reps' load.
- Customized ticket status options. An appropriate ticketing system must provide a set of status options that can be customized for your organization. You can also trigger emails to send to clients automatically after a ticket status changes.
- Customized submission form. Selecting a system that provides a set of submission forms is crucial for capturing the required data. That reduces the number of basic follow-up questions and speeds up ticket resolution time.
6 Steps to Choose the Right Ticketing Software for Your Business
There’s no shortage of ticketing systems on the market. Therefore, choosing the perfect option for your company may become a challenging task. Ultimately, making an informed decision begins well before the ticket system comparison.
- Define the requirements of your support team. Undoubtedly, the first step is to collect some input from your team members. For example, they can talk about the issues they are struggling with or indicate what type of ticketing software they prefer.
- Set a budget for the ticketing system implementation and maintenance. Now, many reasonably-priced offerings are suitable for small and medium-sized businesses. While hunting for your help desk platform, consider the starting expenses as well as further maintenance costs. Also, give second thoughts on the scaling capabilities and expenses of the system.
- Identify the feature list you need. The next step is creating a list of must-have features and good-to-have ones. Thus, you can narrow down the existing options regarding software vendors and compare relevant tools efficiently.
- Consider scalability & integration options. During the ticket system comparison, you should analyze the software’s scalability. Besides, it is crucial to ensure your ticketing system will integrate properly with other software tools used within your company.
- Create a shortlist and test-drive potential vendors. There is a need to shortlist possible ticket system vendors that match your desired suite of features at affordable prices. After that, you should sign up for free trials for test-driving all solutions.
- Read real users' reviews. To obtain a more complete picture, you should additionally analyze customer reviews. But apart from reading only top-rated reviews, you also need to consider the negative ones.
Implementation of the appropriate ticketing system will contribute to your service strategy and support team’s efficiency. With help desk ticketing systems, you get the required control and transparency that allows your team to perform and focus on more critical and complex issues.