Building and
maintaining good relationships with clients is important for customer
retention. It is only after-sales services that determines whether they will be
loyal to you or go to your competitors. Providing good customer service is
imperative. It is also important that you track customer service to provide
good services and ensure continuous improvement. This will help you to identify
whether you are offering satisfactory customer service and how much you need to
improve. Need for help desk and ticketing software thus arises, which can track
and manage customer service effectively. Have a look at the benefits offered by
ticketing and help desk solutions:
Automated System
Through help
desk ticketing solution, you can automate the entire customer service process.
You will be able to decrease the time of tracking and managing help desk
tickets, and instead give more time for actual resolution of queries and
end-support. Ticking software simplifies help desk ticket management. You can
have a web-based service request portal for your clients to log tickets, and an
intuitive web-based help desk console for your technicians to manage tickets.
You will be able to centralize help desk ticket management right from ticket
creation to resolution.
Quick Response Time
A good
customer support software will enable quick resolution to customers’ queries.
Clients don’t like waiting for a solution for their queries. If you will be
slow in replying, you will bring their satisfaction level down and eventually
make them go to your competitors who can provide them better services. A
ticketing software will take incoming client requests for support and
automatically generate a client service request. No matter what channel your
customers use to contact you-email, chat, social media etc., you can easily
generate a ticket for them and promptly resolve their issues to their
satisfaction.
Repetitive Queries
Customer
support system will help you to reduce resolution time of your clients’
queries. It will ensure that all your customer service information is collected
in a central repository. Whoever agent is helping the client, can see the
history of tickets created in past as well. The availability of past
information about your client improves the support that you offer to them. It
will also help your representatives to accurately track the problem and come to
its prompt resolution.
Prioritization of Requests
You will be
able to prioritize your queues with the help of a customer support software. A
customer service system can be configured as per the time criteria. Like an
email received before two hours, not assigned to any technician, can be
prioritized over others. Then, you will just have to ask the software to get
the next request in queue. And that will be the request with the highest
priority at the moment. Once you are done with that, you can move on to the
next request with a single click.
Assigning to the Right Person
For ensuring quick services you will
be wanting the client request to go directly to the technician who knows how to
solve the issue. Through this way, you will be able to organize your workflow
and solve your requests with speed and accuracy. A customer support system
allows you to configure the allocation of requests to the team members who can
resolve it directly. Like you can set up your system to send all mails as
requests to your IT help desk. The same goes for other departments too
including sales, purchase and accounting. This way the concerned person can respond
to the customer’s query straight away without forwarding it to the other
departments.
Abandonment Rates
Abandonment
rates refer to those queries which aren’t answered or taken up by your service
agent. They are also referred to long first response times. Ticketing software
can help you reduce the amount of time and steps it takes for you to answer
your clients, thus decreasing your abandonment rate. You can track your
abandonment rates through help desk software, which can assist you in
evaluating your working process and revise it to make it more streamlined and
customer-friendly.
A customer service software can thus help you to improve the way you respond to your clients’ queries. You can create good customer support with the help of a help desk software. You can offer a positive experience to your customers. You can save time and resources on manual and repetitive help desk tasks and track and monitor your service agents’ performance too in real time. A ticketing software will thus assist you in improving overall efficiency of your customer service and realize higher levels of customer satisfaction!
Source:Techjockey
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