You're probably reading this because you're unhappy with your help desk. You might still be forwarding endless emails to your colleagues and slowly losing your way. As ticketing systems become more widely used, you may wonder if they are the right choice for your company. Let's take a look.
We will discuss various scenarios in which a help desk ticketing system may be necessary. Why would a help desk ticketing system be useful?
Do you know what a ticketing system is?
Customer service agents use a ticketing system to manage tickets. Through tickets, agents can track customer interactions and requests. By using the solution, agents can handle customer inquiries more efficiently.
A ticket can be automatically created in a matter of seconds thanks to automated ticket creation. Therefore, a good ticketing system enables agents to provide excellent customer service instead of managing endless repetitive tasks. Hence, it is no surprise that a ticketing system can significantly improve the productivity of your team.
Instead of hiring more employees, why not automate administrative tasks? With a ticketing system, your business will grow faster, and your employees will be happier because they won't have to deal with monotonous tasks.
What should you consider when choosing a ticketing system? There are several signs that your business should invest in a ticketing system immediately.
Spreadsheets still play an important role in your life
It is not a good idea to do this. Due to their free nature, spreadsheets initially seem like a good idea. Unfortunately, scaling spreadsheets can be a challenge. Even if you use spreadsheet formulas, it will be difficult to onboard new employees.
If a client contacts you by email and then follows up via Facebook, is that possible? If so, you would have to manually enter the information. As your business grows, you can automate this process with a ticketing system.
Your company is experiencing rapid growth
Your business probably began with only a few inquiries, so you could handle each one individually. This is a great tool for those just getting started, but it cannot be scaled.
As a result, it speaks for itself. Do you know that nearly half of American consumers abandon companies because of poor customer service? Customer service should be improved because twelve positive experiences make up for one negative one.
Keeping track of all client requests and giving them the attention they deserve is easy with a ticketing system. As your business grows in both size and volume, automation can be a lifesaver. Ticketing systems keep your customers in the loop. Your agents will be able to manage their tasks more efficiently as well as approach clients more personally with these tools at their fingertips.
Are you losing sight of the big picture?
Enhance customer service. Customer resolution journeys can be tracked by a LiveAgent from the moment they begin.
It takes too long for your agents to respond
There's a good chance you've seen this one before. When you need help immediately, isn't it a nightmare to wait?
A ticketing system's benefit is that tickets are automatically distributed, which allows agents to respond to queries immediately. Based on the number of tickets you set, the software will calculate how many tickets an agent can handle. When you have a ticket distribution system in place, you can better manage the workload of each agent.
Canned messages are also available in ticketing solutions. They provide answers to frequently asked questions. By integrating them into live chats and emails, employees will save time and prevent burnout.
There is no self-service
Customer service representatives are not always needed to assist you with your clients.
More than half of customers prefer self-service solutions instead of contacting customer service. It benefits both parties. Customers will be able to solve their problems on their own, so help desk agents will no longer be necessary.
A knowledge base should be an integral part of a help desk ticketing system. LiveAgent's help desk solution includes a fully customizable customer portal.
Customers can give feedback and discuss issues in the knowledge base articles. With the help of self-service solutions, it is possible to provide better customer service (without involving your agents), but there are a lot more advantages than that. Customers will feel more connected to you, which will increase their loyalty. Why not build one?
There is no way to view a customer's history of interactions
In addition, limiting access to information can be problematic without the right ticketing tool. Unless your company has implemented a ticketing system, your agents will lose track of client communications if they contact you via one channel and follow up via another.
As one of its solutions, ticketing software offers hybrid ticket streams.
You can also reach live chat users via email to continue the conversation. If you use a hybrid ticket, you can keep in touch with your clients regardless of how they communicate with you. Thus, customers can easily access their communications history, so they don't have to retell their stories repeatedly.
It is not possible to integrate help desk software with other applications
Tools are more effective when they work together. The following features will make help desk software more valuable to you:
- CRM software for sales, such as SharpSpring or Highrise
- E-commerce platforms include Shopify, Magento, Prestashop, and others.
- You can use email marketing services such as Mailchimp and GetResponse
- VoIP services such as CloudTalk
Among many other tools, LiveAgent integrates all of these.
Does your company exhibit any of these warning signs? This article explains how LiveAgent's ticketing software can help you.
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The basic goal of keeping customers satisfied has always been at the heart of Customer Services. Back in the days, it meant taking occasional phone calls from an upset customer & assuring them of resolving their issues. Things aren’t the same in the modern days.
The biggest change in customer service is the sheer number of channels through which people can contact your business. Instead of just phone calls and emails, customers can now reach you via social media, video call, text message, or even live chat.
The rate at which it’s been accepted across the corporate world, you can’t simply overlook it. It’s no more an option to update your skills and use the latest tools and technology in order to provide the best customer service to the customers. You’ve got to stay in the game!
Here are a few customer service trends that I think will rule this year & beyond
Recently call centers have evolved rapidly in many sectors such as banking, retail, Government, tourism etc. from being a simple add-on, customer-facing service to an important differentiator. In today’s race for competition and internationalization, customer satisfaction can have a serious impact on a company’s bottom line where, though one can easily calculate the direct loss of losing a customer, he often ignores the damage caused due to customer sharing his negative experience in his immediate social circle. Before diving further into the ‘how’,
Let’s take a look at ‘why’ customer satisfaction is so crucial for your business-
– Happy customers will always interact with your brand over and over again resulting in higher revenue.
– Because offering terrible customer service can make them switch over to the competition in a heartbeat.
– Great customer experience leads to brand promotion via satisfied customers sharing content across social media.
– Providing better service quality than your competitors will also give you an edge over the competition.
So, it doesn’t matter whether you run an in-house customer care team or availing your services from an Indian outsourcing company or any such, as long as you are ignoring the fundamentally interactive nature of customer service transactions, chances of improving customer satisfaction in your call center will always be slim. Below are some such transformative ideas to help you along the way toward generating the virtuous circle that customer service is always meant to create.
Abstain from the Agent Maze
Don’t waste time by escalating or passing over the problem to multiple agents who cannot help them and, in the process, leave unsatisfied customers and frazzled agents. Instead, install data-directed routing system to your contact center platform to automatically directs the calls to the best possible agent. Also encourage operators to handle situations on their own by spending time with the customers, thus taking full ownership of the problem.
Provide Multiple Support Channels
Making yourself available on as many support channels as possible and providing multi-support channels such as telephone, email, live-chat, social media etc. to your customers goes a long way toward improving customer satisfaction and higher retention. It not only offers a seamless transition between channels but also works well for customers who want greater flexibility and real-time interactivity.
Bestow a Human Touch
Providing a humanly touch to your customer service is the best way to make sure all your customers get equal and excellent service. You can do this by
- Engaging customers proactively
- Keeping your agents accessible at all times
- Keeping your language simple
- Always ask for a feedback
- Offer personalized recommendations
- Treat customers as individuals rather than demographics
Use KPIs to Measure Satisfaction
Choosing the right KPIs or Key Performance Indicators such as Net Promoter Score, Overall Satisfaction, Brand Attributes etc. to measure key metrics and analytics is crucial to building a service footprint that delights customers and delivers insanely great experiences by gathering actionable insights to guide long-term planning, smoothing out the kinks in the system along with fostering goals and objectives among staff.
Monitor Performance through CSAT Scores
CSAT or Customer Satisfaction Surveys is a form of research based on your customer’s reviews regarding your company’s performance. It’s a great way of understanding your customer’s requirements and concerns in order to improve the quality of your products and the standards of your service to that of the customer’s needs which in turn will improve customer loyalty and generate revenue and profitability.
Never Underestimate the Importance of Critical Moments
Creating meaningful relationships is a sure shot way of standing out from the crowd. Though there are numerous ways of showing your appreciation but keeping track of and acknowledging critical moments such as anniversaries, birthdays and other important achievements with the help of various tools available in the market will help strengthen the relationship and take you long ways towards your journey to success.
Wrapping Up
Customers’ expectations are constantly on the rise, sometimes even faster than the speed with which call centers in India and elsewhere can improve their customer satisfaction service. The important thing to understand here is that customer service is an area that needs great nurturing and care with focus and in due time, you will be rewarded with a positive impact on customer loyalty, increased revenues and higher retention.
Original Source: https://www.theoctopustech.com/how-to-improve-customer-satisfaction-in-your-call-center/
