An efficient helpdesk ticketing system is one of the most important features of any Helpdesk Software solution, and it provides support teams with the tools they need to automate, customize, prioritize, and assign customer requests.
Tickets are the result of converting queries into an organized system of tracking from their initiation to conversion. It doesn’t matter what form of communication you’re using: email, social media, live chat, text message, or phone. By automating the process, the service team doesn’t have to manually put down each query.
For businesses wanting to improve their customer support, a help desk ticketing system is essential. Especially those organizations aiming to increase customer retention rates. The cost of acquiring new customers can actually be five times more than the cost of retaining existing ones for some companies.
Why your businesses need a Zoho desk’s ticketing system?
Zoho desk’s ticketing system plays a vital role in helping businesses. For example, how to deal efficiently with high volumes of customer support requests coming from multiple channels. Still, a significant number of organizations ignore this customer service tool. The main reason for this is that people do not understand what ticketing systems and ticket management software are or how they can help their businesses.
The Zoho help desk ticketing system helps businesses to:
- Provide better support to customers
- Reduce wasted time spent on manual ticketing processes
- Reduce long-term costs
- Improve brand loyalty
- Increase customer retention rates
In the following article, we are going to highlight the benefits of having Zoho desk’s ticketing system.
Key benefits of adopting Zoho desk’s ticketing system
1. Automated processes and workload management- Faster resolutions
Speed plays a key role in improving a business’s overall customer experience: identifying tickets, assigning tickets to agents, and resolving tickets quickly. This can be achieved by setting up the assignment rules (ticket assignments), direct assignment, and round-robin automation in the Zoho desk.
According to the workload of the agents, their expertise, and other predefined criteria, tickets are distributed and assigned to the appropriate departments and agents.
Automated ticketing captures customer queries from all communication channels, such as customer emails, phone, live chat, social media, etc. Customers are free to use their preferred channel for communication. As a result, support agents can spend less time entering data and more time resolving issues. But, one of the main features of deploying a Zoho help desk ticketing system is its ease of automation.
It can automate repetitive tasks and collects tickets from various sources so that your service team can focus on closing tickets by interacting with the customers and retaining customers.
Image- Intuitive automation
2. Opening Customers Communication Channels
The use of a Zoho desk’s ticketing system improves a business’s communication process and customer satisfaction rates as well as speeding up customer response times. Whenever a customer submits a request, they want to know that it will be handled as soon as possible. In fact, 90% of customers say that an immediate response is important. In this case, they expect agents to contact them within 10 minutes or less.
The implementation of a Zoho help desk system and a knowledge base or FAQs are also ways for teams to improve communication support. Customers can browse for knowledge base articles through a customer portal known as a self-service portal, submit a ticket, or can post in a community forum with a single click. Support agents can quickly find relevant information and answer queries instantly.
Image- Submit a ticket from Helpcenter
3. Maintain customer service standards- Service level agreements and workflow rules
Support for service level agreements (SLAs) will be built into a robust Zoho help desk ticketing system. Managers can then check satisfaction rates, ticket volume, ticket traffic, etc, and which areas of support are most needed. Zoho desk tool Ticketing systems come with the option of incorporating SLAs. By setting clear expectations for customers, SLAs clarify when they can expect a response. Furthermore, SLAs give your support team goals to work towards. Your support reps will always meet the agreed service targets and maintain high service standards.
Supervisors can delegate the work of reallocating agents when necessary using detailed real-time insights. As a result, there will be no complaints or backlogs.
Image- SLA and Workflow
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4. Track valuable service metrics and KPIs
Customer service metrics and KPIs can be tracked through Zoho desk’s online ticketing systems built with reporting features known as Headquarters. These elements could include channel usage, ticket volume, ticket resolution time, first responder time, agent activity, productivity, customer happiness ratings, and many others. These metrics give you valuable insight into your customer service operations, including where you need to optimize them.
Image- Real-time insights through Headquarters
5. Context of previous customer communications
Microsoft’s survey found that more than 75% of consumers expect service reps to have visibility into previous interactions and purchases. However, nearly half of those surveyed said; agents almost never or only occasionally have the context to effectively and efficiently solve their issue. Zoho Desk’s ticketing system allows agents to view records of past interactions with customers. In this way, their service is always seamless since all the information is always there. The same questions need not be asked every time.
6. Easy and efficient team collaboration
Zoho desk’s Ticketing systems promote greater cooperation between the members of your customer support team using a number of collaboration features such as transferring and escalating tickets to senior team members, internal tagging capabilities, team feed enabling in-app conversation with colleagues, adding @metions to tickets that are visible only to agents, and more. Multiple agents can work on the same case seamlessly with ticket management systems or exchange critical information to speed up resolution and also reduces the chances of overlapping work. A supervisor can manage their team effectively and reallocate agents when necessary using detailed reports.
Image- Team collaboration
7. Cost-Effective
Zoho Desk’s ticketing system reduces your company’s operational costs. Additionally, it saves you time and effort by enabling you to handle customer requirements quickly.
Customers will remain loyal to your business if you are using customer service that is best in world-class. As a result, you will generate more leads, acquire more customers, and retain more of them.
The most important thing about staying competitive is having impressive features other than excellent service or products. The presence of reliable customer support is crucial for any business to succeed. The key to building trust and customer loyalty is to drive in their loyalty.
8. Improved customer satisfaction
A ticketing system can also improve customer satisfaction. With fewer ticket backlogs, agents can effectively prioritize, collaborate and resolve requests faster. Ultimately, better interaction between agents and consumers, which results in an improved customer experience, making your customer happy again and again leads to an increase in overall customer satisfaction and customer base.
9. Increased agent efficiency and productivity- No ticket backlog
By utilizing ticketing systems, agents can work on cases based on their expertise level and know which requests to take care of first by using their desk ticket priorities. Therefore, we can expect improved agent efficiency and productivity, fewer chances of human error, and faster ticket response times. When dealing with complicated issues, agents can effectively collaborate, which speeds up the ticket resolution process.
With Zoho, Help desk software minimizes ticket backlogs by allowing customers to easily attend tickets and providing seamless service in a timely manner. As a result, your customer support team becomes more effective and efficient.
10. Consistent Growth in Revenue
A loyal customer is one who is happy. An organization’s efforts are to make customer interactions a pleasant experience that is well appreciated by customers. The Zoho help desk support ticket system facilitates such relationships, which directly leads to faster closings and increased revenue.
11. Create a Personalized Journey for your Customers
If a business fails to pay attention to its customers, the relationship will suffer. Support teams and services can provide real-time assistance to customer issues, service requests, or queries from a well-equipped Zoho help desk solution.
Conclusion
As a multi-dimensional, versatile tool, the Zoho help desk software helps businesses solve customer issues and queries by providing appropriate solutions that will increase revenue as well as retain customers for the long term. A ticketing system is a software that helps you streamline customer support tickets.
With the Zoho desk ticketing system, you can integrate with popular Zoho customer relationship management (CRM), inventory, invoicing software along with API s and other third-party integrations.
