It’s likely that you’re reading this due to dissatisfaction with your help desk. If you still forward endless emails to your colleagues, you might be losing your way. Ticketing systems are widely used these days, so you may wonder if they are right for your business. Here’s what you need to know.
In this section, we’ll talk about the different scenarios where a help desk ticketing system may be necessary. What are the reasons for using such a system?
Are you familiar with ticketing systems?
A ticketing system is used by customer service agents to manage tickets. Tickets allow agents to keep track of customer interactions and requests. The solution allows agents to handle customer inquiries more effectively.
Thanks to automated ticket creation, a ticket can be created in a matter of seconds. An efficient ticketing system allows agents to focus on providing excellent customer service rather than managing endless repetitive tasks. As a result, it should not be surprising that ticketing can significantly increase the productivity of your team.
Why not automate administrative tasks instead of hiring more employees? Ticketing systems will help your business grow faster, and your employees will be happier because they won’t have to deal with monotonous tasks.
How should you choose a ticketing system? You should immediately invest in a ticketing system if your business exhibits several of these signs.
Your life still revolves around spreadsheets
This is not a good idea. Initially, spreadsheets seem like a good idea because they are free. However, scaling spreadsheets can be difficult. Onboarding new employees will be difficult, even if you use spreadsheet formulas.
Is it possible for a client to contact you by email, and then follow up via Facebook? This would require you to manually enter the information. With a ticketing system, you can automate this process as your business grows.
A rapid growth is taking place within your company
Initially, you probably had only a few inquiries, so you could handle each one individually. Although this is a good approach for those who are just getting started, it cannot be scaled.
Therefore, it speaks for itself. How many Americans abandon companies because of poor customer service? One positive experience makes up for twelve negative ones in customer service.
With a ticketing system, you can keep track of all client requests and give them the attention they deserve. With the growth of your business, automation can be a lifesaver. Your customers will stay informed with a ticketing system. These tools will enable your agents to manage their tasks more efficiently as well as engage with clients more personally
Have you lost sight of the big picture?
Improve customer service. The LiveAgent can track a customer’s resolution journey from the moment it begins.
Your agents take too long to respond
It’s likely you’ve seen this before. Isn’t it excruciating to wait when you need help immediately?
The benefit of a ticketing system is that it distributes tickets automatically, allowing agents to reply to queries immediately. The software calculates how many tickets an agent can handle according to the number of tickets you set. By implementing a ticket distribution system, you can better manage each agent’s workload.
Ticketing solutions also offer canned messages. These provide answers to frequently asked questions. Employees will save time and avoid burnout if they integrate them with live chats and emails.
There is no self-service
You do not always need customer service representatives to assist your clients.
Self-service solutions are preferred by more than half of customers over customer service. This is a win-win situation. Help desk agents will no longer be necessary because customers will be able to solve their own problems.
Help desk ticketing systems should include a knowledge base. With LiveAgent’s support desk solution, you can customize the customer portal to meet your needs.
Customer feedback and issues can be discussed in the knowledge base articles. Using self-service solutions can increase customer satisfaction (without involving agents), but there is much more to it than that. You will gain a deeper sense of loyalty from your customers. How about creating one?
It is not possible to view a customer’s history of interactions
Furthermore, limiting access to information without the right ticketing tool can be problematic. If your agents contact you via one channel and follow up via another, they will lose track of client communications if you do not have a ticketing system in place.
One of the features of ticketing software is hybrid ticket streams.
Live chat users can also be reached via email to continue the conversation. Utilizing a hybrid ticket allows you to stay in touch with your clients regardless of how they communicate with you. Therefore, customers do not have to retell their stories over and over again since they can easily access their communications history.
Help desk software cannot be integrated with other applications
The effectiveness of tools is increased when they work together. To increase the value of help desk software, you should have these features:
- SharpSpring or Highrise are examples of CRM software for sales
- There are several e-commerce platforms, including Shopify, Magento, and Prestashop.
- Email marketing services like Mailchimp and GetResponse can be used
- Voice over IP services such as CloudTalk
All of these tools are integrated into LiveAgent, among others.
Do any of these warning signs apply to your company? You can learn how LiveAgent’s ticketing software works in this article.
