Help Desk Ticketing:
Help desk tickets aid to automate repetitive and long-winded administrative tasks in managing clients' support issues. Most brands concerned with the customer support of their clients appreciate the concept of the help desk ticketing .
The recent global pandemic has shifted the paradigm of the customer service industry. The helpdesk ticketing system, which plays a vital role in customer experience, has had to evolve with the changing times to offer better support to users.
A fabulous product or service is not enough to warrant a business as successful. Top-notch customer service is the better half of a real successful endeavor. Previously, customer service was mainly done through face-to-face interactions. Now, there are so many ways in which customers interact with a business and this can largely be attributed to digital disruption and improved technology.
Benefits of Help Desk Ticketing System
The help desk ticketing system has helped revolutionize the customer service of most brands. Technology has played a huge role in transforming customer service, especially customer experience.
According to McKinsey, “Satisfied customers spend more, exhibit deeper loyalty to companies, and create conditions that allow companies to have lower costs and higher levels of employee engagement.”
Thus, every business worth its salt must invest in a good help desk ticketing system. Here’s why:
1. Continuous Performance Improvement
The system will help you to monitor the efficiency and productivity of your support team. Through a central dashboard, you can monitor details on the time taken to close a ticket and how many tickets have been closed. This allows you to know which employees are not productive and areas that need training and improvement. It improves accountability as you can easily determine what the problems are and where it originated before it escalates.
2. Track the Time
One of the major advantages of helpdesk ticketing is it enables you to keep track of time. Whenever a ticket is initiated, a timer starts so that you can monitor how long they are open. Furthermore, it will indicate which agents are closing the most tickets and, hence monitoring their productivity.
3. Provides 24/7 Support
Most organizations operate from 8 to 5. However, customer inquiries do not stop coming through and that is where helpdesk ticketing system comes in. It enables response to customer queries anytime, every time throughout the year. This saves the cost of paying overtime to employees while efficiency is still attained.
4. Increases Productivity
Most employees on customer support get pulled in a million different directions during the day. As a result, the ticket times take longer, and productivity is lowered. Helpdesk ticketing system ranks tickets in order of priority thus keeping the employees organized. The system can be programmed to send tasks to the most relevant rep in order of the task priority thus increasing efficiency.
5. Offer Interactive and Easy-to-Use Interface
With most organizations allowing their employees to work remotely, accessing IT support can prove a challenge to many workers. As such, organizations are looking for applications that are easy to use and this also applies to helpdesk ticketing systems. Systeme providers are thus updating their applications to make them more user-friendly. A system that forces a developer to learn a certain programming language before installing the program is so 2020. In 2021, we see systems that are easy-to-use, customized, and scalable.
6. Has Omnichannel Support
Many consumers have become comfortable with online shopping and businesses must thus incorporate a digital-first customer support initiative. Helpdesk system ticketing is taking this into account and many applications thus come with web-based, social media, and email integration. Support.cc, for instance, converts support emails to tickets so agents can reply and solve the issues immediately. This year, we are seeing helpdesk ticketing systems tracking engagements across numerous channels, including chat, email, and social media for a better customer experience.
7. Self-Serve Library
Imagine a scenario where customers can access a library on your website where they can get a solution to their problem and only escalate issues when they are unable to self-serve. It may sound far-fetched, but some helpdesk ticketing systems are already offering this service. Such applications come with a knowledge base system that allows businesses to collect, organize and store content. The content is based on feedback from customers as well as commonly experienced issues. Customers can then refer to the content before submitting a helpdesk ticket.
8. Offers Advanced Reporting
Information on how customers are interacting with one's brand or even how they are using your product is a goldmine for any business. In 2021, helpdesk ticketing systems are providing users with extensive data that businesses can use to improve customer experience.
9. Solve Problems
Again, with remote working, it can be a challenge to solve IT issues such as memory upgrades, network downtimes, computer breakdown, system complications, and screen freezes. The good thing is, with an up-to-date helpdesk ticketing system, these can be easily established and organized for the support team to start working on. Moreover, the system will keep a record so that you can easily compare them on occasions. It helps denote repetitive errors so that the computer, system, or network can be upgraded.
10. Has Personalized Ticket Generation
Personalized customer service is at the core of a successful customer experience. Today's customer knows their exact needs and giving them customized service makes them feel more connected with the business. This in turn helps build trust and confidence with the customers. A forward-looking helpdesk ticketing system must take this into account, and thus generate personalized tickets for agents to use. Customer service reps can see past tickets raised by the customer, making them better understand the customer and serve them in a better manner.
More and more organizations are looking for better ways to improve their customer support and the disruptions brought about by the COVID-19 pandemic present organizations and businesses with a unique challenge. Helpdesk ticketing systems have thus had to evolve with the time to offer their clients more support during the pandemic. Some of these changes include increased automation to improve efficiency and to support working from home as well as offering advanced tracking of tickets for a better customer experience.