An online ticketing system is the near equivalent of the robot that we all want which would organize and take care of everything for us. As technology continues to develop and evolve with every passing year, we have so many tools, software programs (and sometimes actual robots) available to us that it can be tricky to keep track of them all. One that provides some major benefits to many businesses is an online ticketing system for customer support management.
A great product or service can set you apart in an industry, but it’s the extra features that can put you over the edge. Being a resource for problem-solving beyond the intentions of your product or service alone can make you a go-to brand for consumers. An online ticketing system to handle all of your customer support requests is just one way that you can achieve this. No matter what your industry or support needs are, ticket management systems help everyone involved. Here are the beginnings of the benefits that an online ticketing system will bring both your business and your customers.
Benefit #1: It helps prioritize requests.
When it comes to helping your customers, there is no problem too small. But every issue can’t be the most important and take top priority. An online ticketing system has functions to help you properly prioritize which issues need attention first.
Benefit #2: It creates easy communication.
For tech-related problems, it is often necessary to bring in more than one person to solve it. It’s also important to keep the customer updated on the progress of the solution. A ticketing system makes clear communication maintains a cohesive flow of problem-solving between all parties with easy internal messaging, all in one place.
Benefit #3: It solves problems (Duh).
This one might seem like a bit of a no-brainer, but it’s still definitely worth mentioning. Even with a successful business, there will always be problems that arise whether they are big or small. This could be anything from a failed network connection to hardware issues or problems with software. It will vary user to user and across different departments and business types. Whatever it is, the purpose of an online ticketing system is to solve these and many other problems in a simple, easy-to-navigate way. Talk about a great benefit.
Benefit #4: It keeps you organized.
Nothing feels worse than trying to solve 1,001 problems when you don’t have a system to map out your action plan. A lack of organization can lead to less productivity and longer ticket times. An online ticketing system keeps an organized list of tasks created by priority standing that will keep help desk support agents and the customers happy (and productive).
Benefit #5: It keeps records.
An online system is not only an environmentally-friendly way to avoid piles of paper, but it also has excellent storage capacity. Platforms like Deskware (what we use internally at EMPIST) can keep track of all communications so you can avoid asking your customers the same questions twice. Plus, records of your past tickets and messages give you insights on problems to address internally.
Benefit #6: It’s efficient.
Ticketing software is a way to take a multitude of different problems and be able to take care of them all in the same organized fashion. Because of the level of organization it brings, requests won’t require as much effort to answer as other systems. It’ll also mean fewer hours needed to solve any problems. The efficiency will also mean less room for human error, or in other words, fewer mistakes.
Benefit #7: It’s fast.
If there’s one thing we can all agree on, it’s that instant gratification is a significant benefit to people. Customers will automatically expect a quick response to their requests, and not anticipating this can be detrimental to your business.The organization and efficiency of online ticket management take this worry away by keeping everyone involved on track.
Benefit #8: It tracks time to ensure good response times.
Without a ticketing system, keeping customer issues organized is difficult, which can create roadblocks to timely solutions. The ticket management system tracks time spent on each step of the solution process. This keeps everything at a steady pace to ensure that your customers are getting taken care of quickly.
Benefit #9: You can delegate requests based on expertise.
Some ticketing management systems offer the ability to prioritize tickets by expertise area as well as the level of importance. This will create even more efficiency to problem-solving by matching issues with the best people to solve them.
Benefit #10: It makes you look professional.
A ticket management system dedicated to problem-solving instead of a general contact option will make you look professional. Having this will present you not only as a valued solution for whatever product or service a customer came to you for initially but also as a solution for more than what they came to you for.
It’s not hard to see that ticketing management software will bring a level of excellence to your business that could set you apart from your competitors. There is no end of ways to make sure that you are not just a good product or service for consumers, but a great overall resource. An online ticketing system is a great place to start offering top-notch customer care right now.