A ticketing system is a software that allows the support team of the company to perform various activities to keep the customers satisfied. It lets the customers interact with the company’s representatives through any channel and ensures they get the best advice or solution for their concerned issue. This system has brought a revolution for many organizations in the industry by serving as a backbone behind various activities. A good help desk ticketing software performs various functions and makes sure that effective, immediate, and valuable solutions are offered.
There are multiple features available in ticketing software, but are all helpful for you? Well, there are certain features that are must have in a help desk system to make your work easier, convenient, and quicker. Having such a centralised system is the need of the hour when customer expectations high and the support system has to fulfil it. So, what are the top 5 features that you should look for in smart helpdesk software? Confused? Don’t be. Check out the common and effective ones as follows.
- Swift and powerful search
Nowadays, customers do not like waiting. When they are on call, they look for prompt help. In that case, the support team cannot be searching through files by keeping them on hold. That would immediately give a negative vibe. Therefore, the system needs to have a quick search option. With a powerful exploration, it is easy to figure out the solution in no time. The team member will have to use the right keyword to get the desired results from the database. Once you have it, you can use your training skills and play with your fingers on the software and bring the right help to your customers. When you are looking out for a right help desk system, see that it lets you perform a speedy search.
- Customer needs to have access
Once a customer raises a complaint and his ticket is generated, the support team cannot let them wait for long. Instead of delaying the concerns and annoying the customers, it is better to have a system that can also be accessed by the customer. For instance, if the customer has raised a concern for a delayed refund, then the ticket number can be used by him/her to track down the refund process. This way, even the team members need not have to spend their time updating the customers. It is self-sufficient, uncomplicated, and simpler.
- Product information to be kept handy
Does your company sell plenty of products? As the support team member of the company, do you have knowledge about each and every product? It is natural that your answer is a no. Well, you don’t have to worry when your software can provide you instant access to relevant information of all products. When your customer asks you information about a particular product, you can quickly find that out and fetch the data to answer his questions. This is the best way to fix the concerns.
- Self-service
Customers can experience issues with any of your product or service at any time. They could look for answers at any hour and from any place, be it 2 am in the morning or while they are travelling. The customer team need not be available, and that is understandable. However, keeping the ticketing software available for the customers can be a great idea. They can make use of self-service functionality, get answers to their questions, and solve the issue by themselves. It is a win-win scenario for the customers and the support team. The customers need not wait for anyone for a simple answer, and the support team can use their time for a more-worthy task.
- Inter-connections
Every problem cannot be solved by a template-ready response. Some of the times, the support team may have to contact a concerned person from other department of the company too. This is when an interconnected network in the ticketing system is required. It is easy to pull the agent on to the call, or transfer the ticket, and do anything which is needed to solve the customer’s problem. Besides, the system should also have a feature where-in screen recordings and screenshots can be stored and shared further across.
Conclusion
While you are researching, hunting, and experimenting the features of the ticketing software in your organization, look for the end result as well. Besides offering you convenience at every step of the way, the outcomes should come as they have been desired. Basically, the idea of having help desk software should be to offer efficiency for both short-term as well as long-term goals of the organization. Keep an eye for the above-mentioned features, and then all you have to do it start using them.
IT teams rely on monitoring tools to constantly keep a watch on their IT infrastructure.SourceIt has become absolutely essential for companies to think about the future of their IT support and understand the existing and upcoming challenges.
It also helps you ensure that the tickets are registered from all the channels seamlessly.It helps you understand and respond to customer satisfaction metrics and ensure that the queries reach a relevant agent or team.Training agents and team analysts on how to deliver customer service and make the overall support culture more customer-centric.It helps companies send auto-responders or canned (but personalized) messages to keep customers involved at every stage of the journey.A support manager or admin’s role includes request fulfillment support.
The more time your agents spend answering the phone or going through the requests manually, the less time they get to focus on ironing out the issues.Besides, phone calls are time-consuming because they flood queues quickly and take a longer time to resolve.
It eventually leads to rifts in the service experience.2.
Without an excellent record-keeping system and data analytics tools, you will not be able to identify systemic problems.
Turn the laborious processes into automated ones and relieve your agents.
