How to Provide Quality Customer Service with a Free Ticketing Software

Let me start with a question: How much importance do you give to customer service in your organization that’s just starting up?

I ask you this because, although your business might still be young, setting up a system to provide customer service should be a high priority. It has proven that companies with a well-thought-out approach to customer service have a 92% retention rate. Moreover, incorporating the practice of using a system to manage customer engagement right from the start is very beneficial. From streamlining workflows to managing high ticket volumes that arise as your business begins to scale, and even communicating internally, using a tool like a ticketing software can work wonders for your team.

However, when you start off, you might not have enough resources to use an extensive ticketing system. But with a free ticketing software, you can deliver great customer service without burning a hole in your wallet. To help you get started and make the most of your free ticketing system, I’ve put together this article that has a few simple steps that you can follow.

How to Provide Quality Customer Service with a Free Ticketing Software

Step 1: Say Goodbye to a Cluttered Inbox

Most businesses use email to provide support when they begin since its a viable option. However, using email to provide customer support can limit your team’s capabilities and your customers’ happiness. Keeping track of all the requests and informing your customers about the status of their issue can get quite challenging. When there’s a high ticket volume, customer conversations might even slip through the cracks.

Whereas, the team inbox in a ticketing software is a great way to iron out your workflows. A team inbox serves as a common platform for the requests that come in through various channels. Each agent can save a view of the tickets that are assigned to them. By doing this, all agents can focus on clearing out their queue and also make sure that no customer is kept in the dark.


Step 2: Get Chirping on Twitter and Facebook

A survey revealed that 54% of customers prefer social messaging channels1 for care over phone or email. So, if your brand isn’t on social media yet, it’s about time you join the wagon.

With a free ticketing software, you can manage your brand’s social media presence with ease. All you have to do is add the keywords that you’d like to monitor. The system will then cut through the noise, and convert all the relevant mentions and comments into tickets. You needn’t spend your time switching between social media tools to engage with your customers.


Step 3: Build a Self-service Portal

In today’s world of instant gratification, customers want quick resolutions to their problems. To add on, 81% of customers2 would rather find answers on their own than speak to a customer support agent.

By building a self-service portal aka a knowledge base, you’re giving your customers a repository of solution articles and FAQs about your product or service. All your customers have to do is navigate through the portal to find answers to their questions. Along with making your customers happy, a self-service portal also reduces the burden of your team.

When your knowledge base is inbuilt in your ticketing system, it becomes all the more easy for you to write solution articles or save tickets as commonly asked questions.

Step 4: Collaborate with Context

Most often, to collaborate within the team or with someone from another team, support agents either forward the whole customer conversation or craft a message with a summary of the issue and send it to the person whose help they require. While this is a common way of collaborating, explaining the whole issue again is a time-consuming and redundant process.

What you need is a system that lets you collaborate right from the ticket interface. This way, the person looped in can get enough context of the issue at a single glance.

When you have a ticketing software, all you have to do is rope them into the conversation and start working on the issue together. Another advantage of collaborating with context is that you needn’t keep your customer waiting for too long. Your team can get back to your customers with faster resolutions.   

Step 5: Let Data Guide Your Decisions

As a young business, you’ll have to track the trends and patterns in your tickets to make better decisions. Also, you’d like to keep an eye on the day-to-day activities to look out for any red signals.

To help you with this, a ticketing software comes with a dashboard and in-build reporting capabilities that give you insights on tickets that were created, resolved and the ones that were left unresolved. When you have all the data you need within a few clicks it becomes easy for you to make data-informed decisions.

A dashboard displays real-time data and helps you keep track of important metrics like the number of open, unresolved and closed tickets. The reports, on the other hand, are generated from historical data that you can use to gather insights and design better workflows.

Step 6: Make More Time for Your Customers

Since 80% of the questions that come in are the basic how-to ones, your team spends most of their time answering them. A free ticketing software can help them speed up the process of closing out the basic questions and spend more time on the complex questions.

By saving answers as canned responses, your agents can insert the message with a single click and send it to the customer. This can also improve your overall resolution time, which is an important metric in customer support.

Also, with a help desk ticketing system, you can automatically route tickets to the right team and agents. This saves the work hours spent on manually dispatching all the tickets and lets you spend more time with your team and help them resolve complex issues.

Make the Switch Today 

Customer experiences are accounted for right from the very beginning of a business.

While email might seem enough when you start out, managing customer conversations can get chaotic as your customer base grows.

Waiting for the chaos to unfold and then switching to a ticketing software is not a wise thing to do. So, make the switch today and start delivering quality customer service with a free ticketing software.

Sign up for Freshdesk’s free plan. You can get an unlimited number of agents onboard and embark on a journey towards customer success.