When businesses first start out, they frequently rely on email to provide customer service. However, as they grow and expand, extending beyond email as the main support channel becomes increasingly important. If your agents are drowning in unopened emails in their inboxes, it's time to upgrade to a modern ticketing system for improved operational efficiency.
Here are the top 5 tools for ticketing and chatting:
#1. HubSpot Ticketing Software
The Service Hub tools from HubSpot allow you to handle all of your customer support requests from a single dashboard. Reps can access all of the ticket's correspondence and track the case's development throughout the troubleshooting phase. Tickets are also connected to a client's CRM contact card, making it easy for customer care personnel to refer to previous interactions with the organization.
Customer service managers may also utilize HubSpot's Service Hub to monitor their team's performance using ticket analytics. Important indicators like agent reaction times and ticket volume are included in this data, which can show if a team is fulfilling consumer demand. If not, management might look at individual rep workflow to see if there are any major barriers stopping the team from meeting its objectives.
HappyFox is a support desk application focused on ticket automation. Its customer support ticketing tools pre-fill ticket characteristics as they're created, saving time for customer service personnel. Businesses may also use the program to offer templates to their customer care staff. Companies may develop a uniform tone and appearance for customer-facing communications by distributing these ticket templates throughout the whole department.
#3. SolarWinds Service Desk
SolarWinds is a help desk that is hosted in the cloud and contains "incident management software." This function doubles as a ticketing system, making it easier to produce and organize tickets inside the company. Reps are given pre-written regulations and checklists to assist them in completing duties more quickly and improving the customer's experience with your company. Furthermore, taking preemptive initiatives like these establishes a consistent and transparent procedure that is simple to adopt for new representatives.
This tool may also be used to give IT help to all of your company's workers. Another standout feature is its ticket association tool, which brings together related assistance situations. This speeds up reaction times, which is extremely important during a corporate crisis. Reps may easily look for all tickets pertaining to a certain issue, then send a single message to all customers in that grouping, rather than having to go through a long ticket backlog.
Every new customer support contact is turned into a ticket by LiveAgent, which maintains customer conversations. LiveAgent assigns the case to an available staff or shared mailbox after it is generated. This not only helps customer support teams manage incoming requests, but it also makes it easier for them to share information with other departments inside the firm. Reps can collaborate with other departments such as product management and marketing to provide information about particular consumer interactions with the company.
All of LiveAgent's customer communication is kept in one location. Its universal inbox brings together all contact channels, and the hybrid ticket stream retains each interaction with customers in the same ticket stream, no matter where it begins or ends.
#5. Zendesk Ticketing System
Zendesk is a support desk application that includes a number of ticket management features. Its ticketing system brings all client contact into the platform, gives agents a complete history of previous customer encounters, and automates basic jobs.
It also has automated ticket creation, which converts calls, messages, and texts into tickets without the need for any effort on the part of the agent. Whenever your website also has a forum, Zendesk allows you to convert community posts into tickets if a consumer raises a severe concern in a post.
Why is a Ticketing System Required?
Here’s why a ticketing system is needed in your company:
Track Tickets Easily
If all of your inbound requests arrive as a series of emails, your support staff may find it difficult to follow and answer to each one. The reason you were able to handle previously is that your client base has most likely grown, as has the volume of tickets you get. Ticket queuing in ticketing systems assist you in triaging incoming tickets and effectively distributing burden.
Prioritize Important Tickets
To-do lists, sticky notes, and mail folders are not necessary for your team to ensure that no ticket gets through the gaps. Ticketing systems allow you to specify not just ticket status but also priority degrees and due dates. So, no matter how many tickets the person is handling concurrently or where the state the ticket is in, they can relax and let the computer remind them of their priorities.
Automate Repetitive Tasks
Most ticketing systems have significant automation tools to aid in the reduction of mundane repetitive tasks that would otherwise consume the time of your support personnel. A ticket cycle, in particularly, has multiple recurrent operations such as filling up ticket details, updating the status, and automatically allocating tickets. You can create a ticketing process with a ranking system using a ticketing system for even more hands-free ticket administration.
Monitor Agent Performance
The support team has one of the most difficult and important tasks in the business world. You must monitor their performance to ensure there are no stumbling blocks. Performance indicators like as ticket volume, processing times, customer happiness, and even specific agent performance can be tracked via ticketing systems. These indicators can assist you in making data-driven decisions that will enhance your support team's performance.
Your agents operate more efficiently with ticketing software since they aren't switching back and forth between inboxes, attempting to figure out what to do next. This implies that agents will be working at full capacity, resolving more inquiries in less time.
Ticketing systems are extremely beneficial to businesses. For example, how to successfully handle enormous numbers of customer support queries from various communication channels. Nevertheless, a large proportion of businesses continue to disregard this customer service option. This is primarily due to a misunderstanding of what a ticketing system is and how it might benefit a business.