Email is the most widely used channel for customer service interactions as it is professional, fast and personal. While email is perfect for one-to-one communication, it doesn’t work half as well for managing many-to-many conversations as a helpdesk would.
When businesses use email to support customers, there is a chance for conversations to get lost, ignored or forgotten. Also, there is a lack of accountability and metrics to gauge the process and figure out what’s working and what’s not working.
However, a lot of businesses use email as their primary channel of customer communication. While email clients like Gmail and Outlook have a lot of advantages, they’re simply not built for supporting customers.
Most businesses that use email to support customers, typically support them in this manner. Customer emails their query to an email address and agents log into the inbox and answer support queries. This is not a very scalable or efficient approach.
Answers for complex problems need not always be complicated, the solution is simple. Implementing a Ticketing System can not only simplify the customer experience but also make the lives of Customer Support agents easy!
1) Easy to use, simplified solution
The customer support system is the backbone of your business, and the right help desk software will lead you to gain customers for life.
Simple and easy to use helpdesks makes sure the support is provided in a seamless way and delivers a good experience for the customer. The simpler the system, the better.
2) Drive customer-centric conversations
Communicating with customers through a help desk system to answer their support queries is simple and quick since the customer support agents have the clear context of previous interactions across multiple channels, tickets and other customer-related data in a single unified screen.
Also Read: How to Support Customers Via Social Media in SAP Cloud for Customer
3) Automate tasks for operational efficiency
Ticketing systems allow you to automate the distribution and assignment of tickets based on your defined parameters to make sure you do not miss out on any ticket. The ticket can be prioritized in various ways set by the admin to improve efficiency and maximize agent utilization.
4) Measure and analyse support metrics
Data analysis gives you key insights on performance metrics and helps to analyse the gaps in service delivery which is a very important factor to maximize customer satisfaction. Real-time performance monitoring helps to meet goals for response and resolution times.
5) Take insightful action
Since all the data is being tracked and analysed, it aids in taking important decisions. We can improve key parameters such as Agent utilization and customer satisfaction effectively. Having data-backed insights definitely assist you to position your customer service as a competitive advantage.
