6 Much-Needed Benefits of Using a Helpdesk Ticketing Tool

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One of the important customer demands is proactive replies to their queries. If this is not fulfilled, it can bring your business to a standstill. To fulfill it, you need to ensure team collaboration and boosted productivity of customer support agents without compromising quality assistance round the clock.

However, it is a fact that the human agents cannot be available all the time, especially at late lights or on holidays. Despite this limitation, you cannot opt for cutting down your IT support when the agents are not present.

This is where a robust and efficient help-desk ticketing tool can come to your rescue. It is an ideal solution to give customer support at any time by catering to their problem, complaints, and feedback while keeping your agents productive.

A help-desk ticketing tool automates the time-consuming administrative tasks related to handling customer support cases. It usually connects to a CRM database that stores the details of all contacts. It allows customers to generate tickets acting as support cases.

Whenever a customer raises something, a ticket is created and helps in tracking the actions taken or progress made for fixing the issue or implementing the suggestion until it is closed. Following are some of the important benefits of using such a system for your business:

  1. Centralization

A ticketing system is a more efficient tool when it comes to handling and streamlining a lot of customer support information. Now, there is no need to put anyone in the CC of your mail or even mail someone to share the issue. The ticket itself will speak, which is accessible by the concerned agents!

This system acts as a single means of record from which nothing can be missed by your eyes. As a case is handled, all information is documented in the system. This means that anyone can refer to it at any time later instead of browsing the former e-mails.

It is easy to access this system via a mobile app or a web browser, which means all service information is stored in a central database. It also allows communicating with different customers from within the system. This cooperative workflow ensures that nothing is left unresolved.

 

  1. Automation of Recurring Tasks

It is common to receive the same queries from different customers. Giving the same reply to each query can be monotonous. However, a ticketing system enables customer support agents to make automated responses for recurring questions.

For instance, agents are likely to get questions related to the price of a product. Automating their reply means displaying it whenever the question is raised. This is exactly what a ticketing system does!

In addition, it automates the creation of tickets, prioritizes them automatically, sends the generated ticket to the concerned agent, and e-mails the customer specifying the process. This means that your staff can save a lot of time and focus on more productive chores.

 

  1. Quick Resolution

As a robust ticketing system automates the management of processing tickets, the customer care team can spend more time on addressing tickets. When a new ticket is generated, it automatically gets stored in the system and transmitted to the concerned representative.

The system also populates customer details such as name, product in use, and the priority of its resolution (high, low, and so on). That’s a lot of work that the representatives do not now have to do. This simply means they now can quickly resolve the issues and ensure customer satisfaction without any delay.

  1. Reduced or No Backlog

This benefit is derived from the benefit of a quick resolution. When your agents can resolve more issues in less time, the problem of ticket backlog will no longer be there.

The longer the customers wait for a reply to their query, the lower becomes their trust in your support service. When a customer raises an issue, she or he needs a resolution as fast as possible.

This is because it might be averting the customer from doing a specific task, which can be a big problem for the customer later. The sooner you can reply and resolve, the more satisfied she or he will be from using your service or product. This will finally ensure recurring revenue.

A huge ticket backlog triggers a stressful environment for your customer care representatives. When they feel the pressure and stress, it becomes tough for them to focus. This influences their ability to resolve problems effectively.

This can be detrimental to the reputation of the brand. With a ticketing software application, this risk no longer exists.

 

  1. Multi-Channel Integration

Customers use different channels of communicating with a company. Some prefer an e-mail, while some love to just dial to get help while facing an issue. Many others prefer chatting.

With the advancement in communication technology, your customers may prefer having different avenues of assistance from your team. Keeping this in mind, a helpdesk ticketing tool is made in such a way that it can function smoothly despite having multiple channels of communication.

This gives your customers the freedom to choose their communication channel. Despite having multiple channels, the system stores and manages customer data centrally.

 

  1. Metrics Tracking

A good ticketing system features an integrated utility for tracking and reporting metrics. Some of these metrics include ticket submission channel, first-time reply, and resolution time.

Through this utility, it allows you to recognize whether the customer care agents can work efficiently or not or whether or not the customer responses are delayed. You can track the work productivity of any agent.

You can also even set custom dashboards and reports to track what you want. This system streamlines the reporting process and adds transparency to the workflow. Thus, you can easily and swiftly determine the departments getting customer tickets and how they wish to respond now. With time, these metrics and conclusions pave the way for coming up with more useful service strategies.

 

Conclusion

A helpdesk ticketing system is essential to empower your customer care representatives and deliver a satisfying customer experience. Its features outshine the benefits of emails that are known to be simple and flexible but takes much time and human intervention.

Did you know that Padah Solutions is a Zendesk Authorized Implementation Partner? We implement, customize, integrate, manage, and supports all Zendesk platforms. Interested in learning more? Contact us today!

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