This week we feature an article by Dwayne Charrington, a technical writer currently associated with ProProfs Help Desk. He shares the benefits of incorporating a help desk ticketing system into your business. “Experience-led businesses have 1.7x higher customer retention, 1.9x return on spend, and 1.6x higher customer satisfaction rates” – Forrester. Coming from the house […]
This week we feature an article by Dwayne Charrington, a technical writer currently associated with ProProfs Help Desk. He shares the benefits of incorporating a help desk ticketing system into your business.
“Experience-led businesses have 1.7x higher customer retention, 1.9x return on spend, and 1.6x higher customer satisfaction rates” – Forrester.
Coming from the house of the most credible platform (Forrester), this quote has truth in every word!
Customer Experience: A duo of two harmless and normal words. But, put them together against the backdrop of the business landscape, and you have got yourself a phrase that is currently driving the most significant chunk of revenues and business stats.
The modern-day customers are informed, have an immense number of options before them, and take only a fraction of a second to switch brands due to a poor experience! Hence, creating positive customer experiences is a necessity for businesses today. Your customer support representatives play a crucial role in helping you achieve this, but they have their limitations. They can’t be available 24/7 to serve your customers, so how do you deal with this?
Website monitoring is a great way of finding out if what you are offering matches the expectations of your customers. Another remarkable strategy to hit the bull’s eye is equipping your customer support staff with a smart and scalable help desk ticketing system.
A ticket management system brings all customer-facing inboxes on a single platform, ensuring that no ticket goes unseen by agents. A single dashboard for all tickets increases transparency, as your agents have access to all sorts of customer requests.
These tickets can then be routed to different members of your support staff who have the required expertise to resolve them. Agents can then prioritize the tickets as High, Low, or Normal, depending on how important they are.
Employees can create customized ticket views and also set up filters based on various factors such as status, company name, priority, and type, etc. It also allows them to save any particular tickets for future references.
All of this streamlines the entire process of ticket management, helping agents resolve tickets faster.
Regardless of what channel your customers choose to raise tickets, a powerful ticket management system makes sure that all those tickets are brought to a centralized platform that can be accessed easily by your agents.
Imagine if there is a different dashboard for queries coming from different channels. How frustrating it would be for your support staff to juggle between various platforms, identify priority tickets, and then resolve them. This also increases the chance of an agent missing out on an important ticket, which can delay the resolution process, in turn leading to customer dissatisfaction.
Omnichannel support simplifies the process of accessing tickets by bringing them on a central location. It will avoid grave mistakes on the agents’ part, and significantly decrease the probability of your support team, forgetting to resolve important issues.
A smart and intuitive help desk ticketing system keeps all agents on the same page. It helps them communicate, collaborate, and work together while resolving customer tickets.
Ticketing software offers shared inboxes that all your agents can access to see incoming tickets. Here tickets can be moved from one category to the other, editing ticket details, and much more. To help agents work collaboratively, you can assign them roles such as Super Admin, Admin, Manager, and Staff. Each of these roles entails different responsibilities, and permissions, making it easier for agents to work accordingly.
For instance, the super admin has access to almost everything in the ticketing system. He or she can use all features, edit the details, and add admins, staff, and managers to the help desk account. All of them can then work collaboratively to ensure that tickets are managed and resolved effectively.
Forget browsing through chaotic listings and reference numbers with lots of redundant information. With the smart assistance of ticketing system software, agents can refer, track, save, and close the tickets at any point in time in a hassle-free manner. All they have to do is input the ticket number and find all the information at ONE place. Automatic ticket trackers such as tags, and labels, etc., make it easier to set goals and minimize the time spent on tickets without losing on customer experience.
A powerful ticketing tool makes it extremely easy to track tickets, saving on a lot of time, and ensuring that tickets are closed within a specific time frame.
The help desk ticketing system offers reports that help you monitor and track the performance of agents. This makes it easy for you to analyze their real-time productivity level, helping you devise better business strategies.
The reports provide you all information regarding an individual agent’s or a group’s activity, right from the new tickets received, and the number of tickets addressed, and the tickets that are still pending.
So, basically, you get an overall view of how your agents are performing. Once you have clarity over each agent’s performance, it gets easier to spot where things are going wrong, and how they can be corrected.
You can also view the ratings customers give to the agents, with the help of reports, which gives clarity over whether customers are satisfied with the responses provided. When you have all the details regarding the performance of your agents, you can conduct a feedback session to communicate the same to them.
This will give them an understanding of where they are going wrong, so they can make improvements in their dealings with customers in the future.
Embracing a help desk ticketing system is the best thing you can do for your business. It is a great relief for support agents, as it helps them organize and resolve tickets in a seamless manner.
With a ticketing tool, everything that an agent requires is on a single dashboard – so no hassles at all. All of this makes up for stellar customer experience, ultimately leading you to success and profits.
Dwayne Charrington is a technical writer currently associated with ProProfs Help Desk. He possesses hands-on experience in writing for the customer service industry. Dwayne is insightful when it comes to industrial challenges, emerging customer service trends, and how businesses overcome related challenges. Dwayne likes drawing connections between different industries and entities while designing his blogs.
For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.
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