Every business aims to provide the highest possible quality of customer service at the lowest possible cost. Experts argue that cost and quality are the two primary aspects of customer support. Therefore, it stands to reason that cost and quality must be measured on an ongoing basis.
Constant analytics and optimization are a must when it comes to providing customer support. But tasks like decluttering emails, complicated searches, analytics, and so on are difficult to perform manually. This is where the help desk ticketing system comes into the picture.
A help desk ticketing system collects, tracks, and manages all customer support interactions from all your support channels – all from a single unified interface. It logs in all the interactions in a centralized system and makes it easy to track the support query through its lifecycle.
A helpdesk desk management software is a one-stop point of contact that provides centralized information and support management service. It helps companies handle their internal as well as external queries. It helps them address and resolve customer grievances faster and efficiently by using various features like automation, analytics, and more.
In this guide, we will take a nosedive into the details of the help desk ticketing system. This article will revolve around the need, use-cases, and features of help desk management software. Here’s a quick roadmap:
#1 Role of Help Desk Management Software in Customer Support
#2 Benefits of Help Desk Management Software
#3 Checklist: 10 Signs You Need A Help Desk Ticketing System
#4 Help Desk Management Software: Must-have Features
#5 DeskXpand: Ideal Choice for Every Business.
Role of Help Desk Management Software in Customer Support #1
In the world of instant gratification, it is important to get to your customer’s questions as quickly as possible. If your team is busy and constantly trying to answer the same questions again and again, they aren’t likely to be able to make an impact on anything to help proactively ensure support for your customers.
Help desk management software has the potential to make your customer support effective and efficient. Let’s find out how help desk ticketing systems work and how it contributes to customer support.
- Automation features work wonders for companies with a medium to large customer base. Imagine how much time you could save if you automatically assigned tickets to a specific support agent based on various parameters. Not only does it save time but also a lot of effort and manual work.
- Automatic emails and notifications help you send responses to customers whenever you require to send repetitive messages. This could be a ticket acknowledgment message or just general status updates regarding their complaints.
- Canned responses within the help desk ticketing system reduce your team’s effort as agents won’t have to type the same message over and over again. Help desk software allows you to type a response and save it for later use. It could be used by individual agents and by the entire team as well.
- Appropriate internal documentation helps in boosting productivity for your support teams. A help desk ticketing system can help you have an internal knowledge base to share insights and product updates.
- Help desk lets you request help on an issue right from the ticket interface. This is necessary when it comes to cross-team collaboration. By keeping agents informed, you can keep them on the same page with no extra effort so they can just focus on supporting customers.
Benefits of Help Desk Management Software #2
Whether it is your customer or your support agents, no one likes delay in processes. Having a helpdesk system leaves a positive impact on multiple facets. Let us look at these facets in detail:
- Customer Satisfaction: Customers want their queries resolved quickly and with minimal effort and communication. Help desk ticketing system helps you achieve exactly this. A help desk system helps you keep the customers involved throughout the resolution process. You can send them timely updates about their complaint status.
It also makes it easier for customers to reach out through the medium of their preference. All these things contribute to building the brand identity and improve your customer satisfaction rates. And, we all know that a satisfied customer is a customer retained for life!
- Agent Productivity: The most significant benefit of having a help desk ticketing system is that it helps your support agents and eases their tasks. The automation features help the agents do more complex yet fulfilling work. By leveraging the knowledge base articles, companies can reduce the number of compliant queries.
This means that your agents can focus on solving major issues rather than repetitive ones. A unified interface enables support executives to get a 360-degree view of the customer. This helps them deliver a personalized support experience. Thus, enabling them to serve better.
- Support Operations: Another benefit of having a help desk system is that it streamlines your entire support segment. The support agents can meet the SLAs and prioritize certain actions or tickets whenever required.
The analytics empowers supervisors with intuitive graphs and data points to effectively monitor their support center’s functioning. The supervisor can have a bird’s eye view of the support operations and, based on the large-scale data, can make informed, well-calculated decisions.
- Scalability: Last but not the least, a good help desk ticketing system also leads to workforce optimization. It improves the overall scalability of your support operations. The more aligned your processes, the lesser agents you need. Smart ticketing software makes it easier to create, sort, and assign tickets based on agent experiences. This contributes to business growth and improves customer support function.
Every business needs modern help desk management software that is intuitive, enhanced with automation, and must properly integrate with other business apps. DeskXpand is one such intuitive, automated help desk ticketing system designed to overcome all the latest industry challenges. Get a personalized demo and find out yourself.
Choosing to opt for a change in your support system is not easy. There are a lot of factors affecting your decision, but sometimes knowledge of whether you need to switch can be tough to make. So, here is a checklist that will help you decide whether you need to switch your support to a helpdesk ticketing system.
10 Signs You Need A Help Desk Ticketing System #3
- Tracking support queries through spreadsheets is becoming difficult as the data increases. Big data can cause huge problems if it’s being sorted manually. You need an automated process for the same.
- You’re using a shared inbox for tickets and face collision issues. Two of your agents work on the same issues without knowing their status, creating a chaotic situation for your team and customers.
- It is difficult for you to add, remove or change users or agents and their roles. If you’re doing this manually, it is high time you adopt a digitized system.
- You do not have a complete view of customer relationships. Utilizing a system with customer information visibility at both the contact and company level will help you truly understand your customer relations.
- Manually tracking products and inventory is difficult. Without this feature, your team always has to ask for product information from customers while resolving their issues. If this leads to more back and forth and more extended conversations, you surely need a help desk ticketing system.
- Your self-service offerings are non-existent and poor. Self-service features are more of a necessity these days as customers expect it as a bare minimum.
- As a supervisor, you usually are not able to generate sophisticated, data-driven analytics. A data-driven help desk ticketing system can let you know how employees perform and how their work is impacting customers.
- You have no automation system in place—leverage ticket automation to work more efficiently. A suitable help desk ticketing system will use ticket automation to route tickets to the right agents immediately.
- Your existing help desk ticketing system does not integrate well with other software. Your team may be efficient, but if your agents have to jump from one tool to another to manage the queries, it can hinder your overall efficiency. Hence you need a centralized system for all your tools.
- You are constantly violating your SLAs. SLA breaches cost your businesses a fortune and sometimes lead to miserable customers. Help desk ticketing systems alert you when a customer is due a response based on the terms of their SLAs.
Did you check at least 6 out of the above 10 boxes? Worry not! DeskXpand is here to help. Get a personalized demo to see how it works!.
If your requirements match the above checklist and you are looking for a help desk ticketing system for your business, here is a feature list for you.
Help Desk Management Software: Must-have Features #4
Picking the right help desk ticketing system for your business is a whole task in itself. It takes a tremendous amount of research and time to finalize the best ticketing software in the market. The needs differ from business to business, and so do the ticketing software features. However, here we bring you a list of ten features that every ticketing system must have.
1. Ticketing Tools/ Features: Managing a shared team inbox that processes customer requests, manages tickets and suggestions is the central function of a help desk ticketing system. Hence, your ticketing system must have automated and collaborative ticketing tools.
These tools provide you with a simple, intuitive, and integrated mechanism for managing support tickets. It gives your team accountability, improves transparency, and ensures effective communication. Some of the ticket management features are automatic ticket importing, automatic ticket assignment, ticket notifications, etc.
- Omnichannel: Support Across all Channels: It is difficult to provide adequate service to all customers by leveraging only one support channel. Therefore you should provide omnichannel features and allow customers to engage with your customers across channels of their choice from one unified interface. You can set up well-orchestrated workflows across email, phone, social media, and so on.
Leverage multiple channels to respond readily and increase your sales opportunities. An omnichannel help desk can help your agents save time and reduce repetitive work. This also brings down the overall cost and accelerates your efficiency. - SLA Management: Every help desk ticketing system must have dynamic timers that let you configure various timers to maintain the ticket timeline. It must also have service level agreements and escalation rules that can be set up and modified based on their real-world performance.
It must let you apply due dates, response time, routing workflows, and so on, automatically, based on your service level agreements (SLAs). You can enable automatic hierarchical escalations and enforce issue prioritization. This helps in reducing the overall delay. It also helps in keeping the customer involved in every stage of their ticket lifecycle. - Automation Features: Automation reduces laborious manual tasks, simplifies your work, and lowers your support costs. An automated help desk system must have built-in automation functionalities that help companies in all the redundant tasks. With these features, you can automate well-orchestrated support workflows, tickets as well as responses.
It helps you improve efficiency and helps your agents to focus on resolving complex customer issues. You can automate processes like workflows, ticket import and assignment tasks, SLAs, ticket status updating, notifications, escalations, and other such processes. Automation also reduces customers’ irrelevant interaction with the support agents. For example, you can automate initial few steps of complaint registration and redirect customers to relevant agents. - Collaborative Issue Management: It is important to enable collaboration within the team. If your agents cannot collaborate effectively, that might lead to chaotic and unnecessary communication.
While selecting a help desk management software, look for features like shared inboxes that let the agents comment or chat within the tickets. It must provide shared ownership that gets everyone involved. You can let your agents know and view if someone else is viewing or replying to the ticket through collision detection features. Your agents can also merge similar tickets to minimize redundant efforts. - Self-Service Features: Self-service features like a knowledge base help you lessen the burden on your agents. It also prevents them from answering the same questions again and again. A comprehensive knowledge base can help customers find solutions to their problems themselves. Hence your help desk ticketing system must have a knowledge base integrated into it.
This feature is a necessity and not an option. It helps customers get instant answers to simple problems without having to wait for agents. You can also get more website traffic by optimizing your knowledge base with SEO-friendly content and present your brand as informative and resourceful. - Reporting and Analytics: A help desk tracking software helps you understand the customer behavior and later helps you make data-driven decisions. With large-scale customer data metrics, you can gain actionable insights. This way, you can get a complete 360-degree view of your support performance. Later with the help of this data, you can evaluate your strategy to design better customer experiences. You can also use this data to predict the behavior of prospective clients. Hence, this feature is a must.
- Ticketing Software Integrations: You might be using a variety of tools to perform various tasks and operations. Most small and mid-size businesses use dedicated tools for CRM, invoicing, marketing, and so on. It is therefore essential to choose an online help desk ticketing system that has simplifies integrations.
A help desk management software unifies all your tools and brings them down to one interface from where you can control everything. You can also choose software that offers ready-to-use integrations. - Email Ticketing: An email system is the one that automatically converts customer emails to tickets. It lets you compile the tickets and organize them in a single place. You can set up workflows and automated SLA rules. You can also monitor your support process and prevent customer complaints from going unnoticed.
- Customization: Customization is also a must-have feature of ticketing software. It enables you to connect with your targeted audience on a personal level. It lets you scale and personalize your data based on roles, categories, and preferences.
It also lets you build a cohesive brand identity by customizing every inch of your ticketing software. While selecting help desk software, make sure you choose one that is self-configurable. Ensure that it does not require writing long lines of code and is a quick process with minimal interaction. Select a ticketing software that enables custom themes and lets you save them for later use. Personalization directly affects your brand identity; therefore, it is important to DO IT RIGHT.
DeskXpand: Ideal Choice for Every Business #5
DeskXpand is an exceptional help desk management software that helps businesses provide quick resolutions to their customers and simplify their support. It is a fully automated, omnichannel solution that caters to all types of business needs. It is a one-stop, fit-for-all solution to all your support needs and serves small to large businesses.
Reduce high-cost, laborious, and redundant data-entry tasks by DeskXpand automated help desk management software. Here are some of its prominent features.
- Extensive Ticketing Features: Easily group, sort, and filter the incoming query tickets using filter combinations for quick and easy access to the information within the system.
- Unified Interface: It helps you solve customer issues while viewing everything you need in one place. You can view everything on a unified dashboard and then guide your team and operations.
- Third-Party Integrations: We can help you consolidate all your third-party tools in a single interface if feasible.
- Analyze and Improve: DeskXpand helpdesk software helps you measure your team performance and analyze the areas of improvement to better customer service.
- Enables Full Collaboration: DeskXpand helpdesk software provides a shared inbox for team collaboration that enables resolving customer queries faster.
- Automation to Increase Efficiency: DeskXpand’s automation features help reduce high-cost, laborious, and redundant data-entry tasks.
- Flexible Customization: It lets you customize your help desk fully and provide a cohesive brand experience to your customers.
- Adaptable and Convenient: No more juggling between various tools and accounts. With DeskXpand help desk management software, your agents can answer emails, calls and chat from one place.
- Extensive Self-help Knowledge Base: DeskXpand lets you create an extensive knowledge base to help your customers help themselves. Get more website traffic using a customized knowledge base and mark your brand as informative and resourceful.
- Solution at Lightning Speed: Our helpdesk software lets you solve customer queries by quickly acknowledging the incoming tickets. Your agents can then work to provide an effective solution.
Bottom Line
We are an ISO27001 certified portal development company with 14+ years of development experience. We build products that you can customize according to your present and future needs. DeskXpand is built by functional experts and developers with certifications in their respective fields. We would like to showcase how our product works effectively for your business. Request a personalized demo and find out more.
The Article is Originally Published On:
https://www.deskxpand.com/blog/help-desk-ticketing-software/
Following are eight customer service techniques that’ll help you gain a competitive edge in the 2021 market and take your business to another level.1.Listening TechniquesThe most basic that customers expect from brands is that their problems are addressed carefully.
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