Do you still use an email marketing tool to offer customer support? Is it complicated and time-consuming? Well, then you need to jump to an advanced support system, which in present times is – ticketing software. It is one of the best ways to streamline all the activities and offer prompt support to the customers. In every organization, customers play a significant role, and they are a priority each day. Therefore, every firm has to keep the customers satisfied by offering them pleasant services. It is essential to interact with them and solve their queries in a jiffy.
With the advancement of the internet, the standards of customers are heightened. Therefore, a smart system or software has to be used to keep them updated and happy. The email system has turned out to be outdated, and the latest ticketing software has to be installed and implemented to smoothen all the functioning in the firm. There are different kinds of IT ticketing software available, instead of going puzzled, the system with updated configuration and best features is to be used.
Top features in an online ticketing system
There are certain features that are to be eyed upon when choosing the online ticketing software. Five of them are mentioned as follows.
1. Proper assigning of tickets to the right staff
Did you know that one of the common hurdles that support the system faces is when the tickets are not assigned to the right staff person? It becomes more significant when there are many teams or many people on the team, and the ticket has to be transferred from one place to another. Sometimes, the support team would require connections from other departments to help a customer’s query. Therefore, it is necessary that the software should have a feature that will ease out the assigning task. For instance, if a customer has called the support team to ask about a refund on product return, then the ticket has to be generated and transferred to the payment department and not to the sales department. Immediate assigning is essential for long-term success.
2. Analysis and reports
A lot of businesses do use a ticketing system, but they fail to perform in-depth reporting. To motivate and enhance the support work, it is important to monitor the team’s performance, their efforts, and find the areas where improvement is required. There are different reports through which all these points can be figured out. Some of them include customer feedback, ticket response reports, the time taken by the staff to address issues, best performers, and so on. These reports are to be examined, and strengths and weaknesses are to be figured out.
3. Association with everyone in the team
There are many customers’ issues that need beyond the help of the support team. For example, sometimes, the question has to be escalated to the IT department or accounts department. In such cases, there has to be a collaboration with every department. Fortunately, ticketing software lets you do so. It helps you interact with every specific person from the concerned department. Besides secure communication, the tickets can be transferred to the respective department of the organization. This feature makes all the work speedy as well and impresses the customers at the same time. Finally, the aim of customer engagement and then customer satisfaction is achieved.
4. Answer the queries via different modes
Similar to how there are separate tickets raised for various concerns, those tickets can be addressed through a variety of channels. This is the best way to convey the message to the consumers that they can choose their own medium of the channel for conversation. If they are comfortable with the phone, they can call. If they want to email their concerns, they can do so. Or if they’re going to tweet or live chat, they are good to go. The ticketing software records all the issues in one place and lets you handle it from any channel. A multi-channel support feature is what you need to look for in your ticketing system.
5. One-in-all support system
An organization deals with products, services, and much more, and so the ticketing system needs to address all kinds of issues and offer immediate support to every problem. A centralized system needs to be in place, which should resolve the issues, irrespective of which department they are associated with. Even if there are multiple websites, the software has to be one integrated system handling and offering solutions arising from any area of the company.
The selection of right ticketing software is essential as it determines what your consumers are thinking about you. Nowadays, there are many such systems that are offering immense help and standing up to customers’ support. Do your homework before getting the best software, learn every feature, practice, and then put it across for success.