How does a helpdesk ticketing system work?
Let’s say your customers reach out to you on email, Facebook, and Twitter. Without an omnichannel view, your agents need to visit each of these platforms to communicate with customers, missing crucial context on what happened in a previous or parallel interaction.
On the other hand, with a ticketing system, each time a customer reports an issue on any of these three channels, your ticketing software will automatically convert the issue into a ‘ticket’. Customer conversations or tickets across all these channels are streamlined into a single view, eliminating the need to jump back and forth between tabs or different applications. You can assign a ticket to an agent, prioritize it, and track progress with clear updates.
In addition to viewing the ongoing customer conversation, you have easy access to historic customer conversations, and other relevant information that enables you to offer an omnichannel experience and improve customer satisfaction.
Instead of moving to a ticketing software after developing a backlog, using a free ticketing tool right from the start can help you avoid problems and provide great customer experiences. The best part is that you don’t have to pay a penny for it! At Freshdesk, we have a freemium plan that offers an unlimited number of agent seats along with features that can help you deliver the best customer experiences.
To sum up, here are the top six benefits of using a free ticketing solution:
Unified view of customer requests across channels
Improved customer experience
Increased agent productivity
High ticket deflection
Unlimited agent seats