There are countless elements that go into running a successful company. All of them need to be mastered and implemented as best possible in order for any company to reach its potential. Of all of them, though, some of the most important are the ones that directly relate to customer satisfaction. Help desk and ticket management components are a prime example. If your company is attempting to be successful without these necessary elements, you’ll only ever get so far.
Let’s start by focusing on the help desk component as this is a bit of an umbrella term. Essentially, it deals with any functions a company puts into place to address customer grievances. A company that has a help desk will refer their customers there, often proactively, whenever they have either a question or a problem. Once the help desk is notified of one of these, an employee from the company works to address the issue in order to keep the customer satisfied.
In traditional terms, you’ve probably seen a customer support or customer services desk within a store before. It’s the same idea. Companies don’t want customers who need help or have questions to go to the cashiers, right? That would cause unnecessary congestion and could hurt sales. Likewise, they don’t want customers looking for sales staff on the floor. Using them as a resource for complaints or more involved questions than the typical kind could also end up sacrificing sales as a result.
Instead, it makes sense to siphon customers to one place where there will be staff allocated for and specialized in helping with troubleshooting issues and similar questions.
Ticket management is simply a digital technique for assisting customers who go to the help desk. Here, it may help to think of a deli. People grab a ticket and, when their name is called, they talk to someone about placing an order. When it comes to a help desk, it’s impossible to deal with involved issues at the drop of a hat. By handing out tickets, not only are customers organized, but their issues can be addressed in the timeliest way possible.
An individual customer may have a problem that will take several days to clear. It wouldn’t make sense to keep someone behind them waiting if that person simply needs help remembering what their password is. With tickets, the first customer doesn’t feel as though they’re being given the cold shoulder and the second customer, and their relatively simple problem, gets resolved in an appropriate amount of time.
Now that you understand the benefits of these components, you should have an easy time realizing that leveraging software to make the most of them is a real no-brainer. The first thing you should always look for in help desk and ticket management software is ease-of-use. This is generally the case with software, of course, but realize that if you are having a hard time making sense of the interface, your customers probably will too. Unlike other software where your staff may train on it for days or even weeks before getting the hang of it, your customers need to be able to use it immediately or frustrations will only worsen.
As your customers will be using it, you should also consider mobile applications. At the very least, the interface for your help desk needs to be responsive. Everyone has a mobile device these days, so if people can’t use theirs to get assistance, your help desk will suffer.
Although you may be confident in your company’s abilities to address customer issues, you should look for software that will allow you to handle an unlimited amount of users. You never know what might happen and if customers aren’t even able to submit a ticket, again, expect poor reviews.
Submitting a ticket is only half of it though. The best software is the kind that allows your customers to track its progress. No one wants to wait around for days while a company is processing their issue. It helps if they can check in on where the ticket stands.
Lastly, customization is always important no matter what kind of software you’re using. While help desks across the board may have a number of things in common, your software should still be able to adjust to your company’s unique needs.
No matter how confident you are in your business’ operations, you must prepare for the possibility that your customers could run into issues or have complaints at times. The best way to address them is with software that provides your customers with a help desk and allows for ticket management functionality.
The following articles & resources are available for Help Desk and Ticket Management software
“Customer service is the new marketing” In this article, we’ll tackle the three best help desk and ticket management software according to the Cloudswave Score.... More
Considering the sheer number of help requests, internal or external, some companies have to deal with on a daily basis, systematically keeping track of everything... More
The Cloudswave Awards is a seasonal ranking of the Top 10 business applications across several categories.
This ranking is based on the cloudswave score, the weighted average score that captures the essence of multiple critic reviews into one number.
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