An effective ticketing software can be the key to providing great customer service and help streamline your whole business if rolled out across different departments and sections. Customers’ expectations of support have never been higher with technology and industry standards being set. It is crucial that all organisations invest in their customer support to ensure they not only meet their customers’ expectations but exceed them.
When your organisation is looking to set up a ticketing system or seeking an improved software from the one you currently use there are a few features you should keep in mind while undertaking your search. A few of the most important include:
Ensure Support Tickets are Assigned to the Appropriate Staff
One of the biggest delay in response times is the inability for a ticketing system to auto-assign a ticket to the relevant member of a support team. This is particularly evident in organisations that have a wide range of specialists within their support team.
For some support issues, more than one agent may need to be involved and even sometimes from different departments. Having a ticketing software that is versatile across different departments makes the process of escalating issues and seeking information from other members of your team substantially easier and more efficient for staff. An easier and more efficient internal process can only improve the results for customers.
Respond to Requests Through Multiple Popular Channels
In the same way that customer support tickets can come with many different issues, those requests can come from many different channels. By allowing your customers to reach you by their preferred method improves the helpful impression you give your customers every day. Think twitter, live chat, email or phone, all methods should return a universal response therefore a software that can integrate with all potential channels is your best option.
You don’t want to have to handle request through each channel differently. Any customer support request can be created as a ticket from any channel and organised on one platform. This will ensure that a support request never slips through the cracks and unattended to.
In Depth Reporting
In Depth Reporting is an aspect of a ticketing system that regularly gets overlooked. In order to improve support operations, it is essential to be able to analysis your team’s effort. Choosing a ticket solution that provides in-depth stats can really change how effective a support service is and make target setting an easy task. A couple of metrics that managers and team leaders like to see include:
- Staff time tracking reports
- Ticket response reports
- Client feedback reports
- Top performers on the support team
The above-mentioned metrics aren’t the only reporting aspects that can be gathered, the options are endless and just about any data gathered could be tracked and therefore reported on within HaloITSM.
Conclusion
The ticketing software that you use has a huge bearing on how your organisation interacts with your customers and how various departments from within your organisation can interact with ease using the same system.
By choosing a solution with the features like auto-assign of tickets, in-depth report and support through multiple channels it gives your organisation the tools to create a successful support workflow. By providing your team with a system that allows them to bring about such success it will help motivate and make them more productive to produce all in all a better workplace.
