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Simplifying customer support process with ticketing system

Customer support process

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 (or one of many, depending on the business) and agents log into the inbox and answer support queries as they come (if a lot have piled up, agents select and prioritize them subjectively). 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!

Also Read: What Millennials Value Most at Work [+Why it Matters]

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.

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.

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.

Measure and analyze support metrics

Since we have the ability to record and analyze data, it is possible to track your team’s performance, correlated data gives you insight on key performance metrics and indicators and helps to analyze 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.

Also Read: How to Support Customers Via Social Media in SAP Cloud for Customer

Take insightful action

Since all the data is being tracked and analyzed, 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.

Advantages of a Cloud-Based (SaaS) Helpdesk Over On-Premise

On-premise software is installed on your servers and run using your computing infrastructure. It is similar to owning a car where you pay a fee for it and it’s all yours, to do with as you please. A lot of on-premise software is also clunky, unwieldy, and feature bloated. With a cloud helpdesk, on the other hand, a business chooses a provider to handle all the technology, and they keep the product up to date and working properly. A cloud-based HelpDesk has the following advantages. 

Easy to set-up

With on-premise software, you are responsible for the complicated implementation of software and support processes. This could take days or weeks. On the other hand, with a cloud helpdesk, typically, you can sign up for an account and get started immediately, it’s that simple. Typically, when the technology is handled by a provider, extra programming and system changes are not necessary for your support software to fit your workflow. Additionally, your provider is responsible for upgrades and maintenance.

Data for a Lower Cost

Handling data involves acquiring, installing, maintaining, and repairing all the equipment, plus taking on the tasks associated with processing and analyzing the data itself. Moving the helpdesk into the cloud means transferring all of that responsibility for equipment and data management onto the provider. Thus, data storage expenses are reduced.

Also Read: What is Customer Success? A Guide to Help Your Customers

Scale Securely

With on-premise software, the job of securing more servers and acquiring more technology (as your customer base grows) falls to you. With a cloud helpdesk, your provider is the one who handles that infrastructure. When you need to scale up, all you need to do is buy more seats for your agents. When you need to scale down, all you have to do is remove seats from the system.

Accessibility

A cloud-based system lets your agents access your helpdesk, no matter where ever they are as long as they have access to the Internet. An on-premise helpdesk, on the other hand, requires your employees to be in the office. And, if you move offices, you’ll have to account for moving the system as well. That’s an agile workforce, at a fraction of the cost.

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