The Top 8 Ticketing And Help Desk Software
Updated: Nov 11, 2021
The motto of the game is to provide quality over quantity. Companies today are pushing to go the extra mile in catering to their clients. That’s because loyal customers are less likely to leave you for a competitor and more likely to recommend you. Loyalty above all. This translates into more business for you at a lower cost in marketing.
The support you offer your customers — both before and after they buy and use your products or services — helps them have an easy and enjoyable experience with you. Even in the age of technology, the human touch in helping customers is crucial. Customer service is meeting the needs and desires of any customer.
Help desk and ticketing software help customer service representatives document, route, track, resolve and report customer issues using their service or system. This technology greatly helps with customer relations management (CRM). These solutions streamline the issue resolution process by automating many common support activities. Ultimately, they improve agent productivity and increase customer satisfaction.
Help desk software is the heartbeat of a well-run help desk and is vital for business owners. In fact, it's one of a company's top priorities whether that company is a small to midsize business (SMB) or a large organization.
Common Features of Customer Service Software
Depending on the buyer you are, and what you are looking for in dealing with your customers, there are different features in each customer service software.
Live Chat: Live chat software enables agents to solve customer issues in real-time and from wherever they already are. It makes the process comfortable as it is instant and doesn't need a physical meeting. Here, the reps can catch issues instantly during the conversation.
Analytics and Reporting: This helps reps generate custom reports on performance and customer satisfaction and help the entire organization adjust reviews.
Phone Support: A phone conversation remains a highly trusted form of addressing high stake issues. It happens in real-time and helps the customer service representatives catch issues instantly. In addition, it adds a personal touch to the relationship with the customer as they know they are speaking to someone willing to listen and help.
Email Support: Do not be misled. Email communication is not dead. It is an old but highly reliable and effective form of communication. A Human Resources, Payroll, or IT team, for example, could use email to answer questions for full-and part-time employees.
Messaging Apps: The evolution of technology has led to the birth of Apps like Telegram and WhatsApp that have changed how we all communicate. These Apps are a very comfortable alternative for customers who would not favor phone calls or email.
Knowledge Base: Manages a repository of descriptions to common or previously resolved problems. These resources might be available publicly via a self-service website or reserved for internal use by CSRs.
Multi-Channel Management: Allow customer interactions received through multiple channels, including phone, Web, email, live chat, mobile app, Facebook, Twitter, etc.