Growing customer base are signs of a successful business. What happens as your customer base grows?
Numerous support issues, hundreds of emails, and the phone is ringing constantly in your customer service department.
Customer complaints are an inevitable part of doing business. Customers will always need your assistance, whether they are making a large purchase or simply resetting their password.
An effective ticket management system can help your team address these issues and stay on top of them. You can manage your current customer ticket load, scale your operations easily, and monitor your progress along the way.
Let’s take a look at the basics of a help desk ticketing system before we dive into the benefits.
Ticket Management System – What is it?
The ticket management system is a robust software system used to handle, organize, and manage support tickets. These tickets can refer to issues or requests submitted by (various communication channels) your employees or customers. Your help desk ticket management system automatically creates a unique ticket when it receives an issue and sends an alert to your agents. It is possible to either assign tickets manually or automate the entire process. With this system, you can track metrics such as ticket volume, resolution time, customer satisfaction, and more.
How Does Ticket Management Software Work?
The online ticket management system records interactions regarding a customer issue by creating a unique ticket. It serves as an important point of reference both for your agent and the customer.
From the time a ticket is raised, your agents can track its progress until the customer is presented with the desired solution. Depending on the nature and complexity of the issue, it can be prioritized, escalated, or assigned to a different department.
Your agents can mark the ticket as “Resolved” or “Closed” once it is resolved. The tickets can be reopened in the ticket management system if the customer encounters a similar issue again or initiates follow-up requests.
Benefits of Ticket Management
An effective ticket management system brings order to customer service and makes it methodical for managing customer requests.
The following benefits can streamline your customer support:
- Centralized System: Since the ticketing system has been centralized, there is no need to sort through spreadsheets or email inboxes in order to figure out what issues exist and what solution processes need to be followed.
- Automatic management of tasks: As the ticketing system handles the processes such as categorization, prioritization, routing, alerts, and notifications, the agents can spend more time resolving the actual support issues.
- Better Customer Experience: It will help improve requestors’ perceptions of the support experience by discussing the basic steps of agent-assisted support in terms of consistency and transparency, as well as knowledge base articles, community forums, information, FAQs.
- Drives Staff Accountability and Training: Managers have access to the work of the employees through the ticketing system, which can help improve opportunities for staff development.
- In-Built tracking and reporting: With the data created by software, we are able to make better decisions with regards to resourcing, improve processes and improve customer service.
Zoho Helpdesk Ticket Management System: What It Can Do For Your Business?
Business needs a robust ticketing system. The following are some excellent benefits of a Zoho helpdesk ticketing tool that will positively impact your business:
1. It keeps you well organized
The biggest advantage of using Zoho helpdesk ticket management software is its increased organizing capability. Even if e-mail accounts become very messy as the workload increases, ticket management software can handle it.
Zoho helpdesk ticket management system will keep track of each help request by the customer and rank them by importance or time. Keep track of tasks that have been completed and those that remain.
Using this software, customer support agents could do a great deal more.
2. Effective ticket management
Zoho helpdesk is effective ticket management software that enables your company to respond to requests faster than with other systems. As a result of increased efficiency, fewer hours are needed to respond to your customers’ requests. Efficiency means fewer mistakes, which is the most important factor. This will be appreciated particularly by your customers.
3. It speeds up the response time and rate
In addition, your customers expect rapid response times for their support requests. They may be willing to wait a few minutes or an hour, but most definitely not for days or weeks. Ticket management software allows you to respond to requests much more quickly, even with less support staff.
4. Delegate request based on expertise
The support team at your company has different areas of expertise and the needs of every customer are different.
Image- Rule to assign tickets
The software allows you to distribute the tickets evenly to agents according to the set limit. Additionally, you can assign certain types of tickets to specific agents on your team with ticket assignment. You can set up rules to assign tickets from channels such as social media to the social media experts so that customers get the best response as quickly as possible. Regardless of whether your customers are fully aware of it, they will appreciate this because it ensures they get accurate, timely, and helpful answers.
5. It makes you look professional
A lack of professionalism is usually greatly underestimated in business. It is almost impossible for companies to do business with each other if they do not act professionally. Having a support system that is based on any other outdated methods can leave you feeling unprofessional.
A ticket management system, on the other hand, is seen as innovative and forward-looking. There are many software options to choose from, but make sure you choose great ticket management software such as the Zoho ticket management system to create a trustworthy feeling for your customers.
6. Automated updates to customers
It’s important to keep customers informed as often as possible. Zoho helpdesk ticket management software can automatically update users when necessary. In many cases, customers do not like to be kept waiting, but sometimes it is unavoidable. When notified of a delay in the process, a customer will be much more patient. A good ticket management system like the Zoho helpdesk will handle this for you, allowing your employees to focus on reducing the wait time rather than sending a notification.
7. It keeps records of previous communications with each customer
Image- Records of customer conversations
Repeatedly asking a question is annoying for customers. With the Zoho helpdesk ticket management, you can keep track of all communications you’ve had with a customer, whether or not they’re related to the issue at hand. It will save your staff time asking your customers the same question over and over again. You and your customer will save time and money this way.
8. Statistics and analytics possibilities
Aside from keeping track of communication, customers can also be asked questions at the end of each support session, which can be used to gather data and analyze almost anything, whether it’s how satisfied your customers are with your support system or what they think of your company.
9. It helps prioritize requests
Image- Intuitive ticket view
The most useful feature of Zoho desk ticket management software is its priority-based features. As an example, you may want to make sure that your best customer is always kept happy by responding to their requests first. A request for immediate assistance with a product or service may receive a faster response than a friendly suggestion for improvement regardless of which request was received first.
Grow your business with a Robust Ticket Management System
Ticket management systems enable your customer service reps to manage customer issues and respond to queries quickly.
A single platform can merge multiple customer-facing inboxes, reduce ticket volumes through a knowledge base, and capture customer feedback in real-time. Zoho Help Desk, powerful ticketing software, allows you to stay on top of every customer request and delight them.
Aarialife as a Zoho Partner is here to help you implement the Zoho desk software and to assist you with any integrations you need to run your business well. Our partnership with Zoho has allowed us to offer our Zoho services to customers in several other countries, such as United Kingdom (UK), Australia, New Zealand, United States (US), Canada, Dubai, Oman, Bahrain, and India.
Are you ready to manage tickets from multiple channels? Set up your Zoho desk’s ticketing system today! Take a 15-day free trial of the industry’s leading ticketing system software!
