A quick look at how an online ticketing software can help you
Streamline customer queries
With a ticketing software, incoming queries from multiple communication channels are stored in a single common location. This way, your support agents can track, prioritize and solve tickets without having to juggle between multiple tools.
Access context from one place
When support agents have access to previous interactions with a customer, it gives them all the context they need to provide better answers. A ticketing software lets you access past customer conversations from any channel on a single, unified customer database.
Automate tasks for better efficiency
A ticketing software lets you automate routine tasks to improve the efficiency and speed of responses. From assigning tickets to a particular agent, to creating pre-set responses to frequently asked questions, to defining escalation rules if deadlines aren’t met, you can do it all.
Enable customers to help themselves
Most online ticketing software can be integrated with a knowledge base where you can publish detailed solution articles and other resources which customers can use to find important information. This helps in keeping the ticket volumes down, as it eliminates the need to reach out to support.
Get insights into team performance
With a helpdesk ticketing software, you can gauge how your support team is responding to customer issues. You’ll be able to draw insights from the various metrics available and use this data to drive future decisions.
Improve Customer Loyalty
With a well-organised customer support process courtesy of an online ticketing software, it becomes easier to satisfy customers. These happy customers will be loyal to your brand, and will help spread the word about their positive experiences.