Five Reasons Why Every Helpdesk Should Integrate Ticketing System

With the growing competition, customers can choose different companies to avail services from. To ensure that a customer stays loyal, the companies work towards enhancing the customer experience.

Earlier, companies used to work on emails for the tickets the customer used to raise. Now is the time when emails are obsolete, and ticketing systems have taken their place. It is essential for any business to streamline processes and promote healthy business growth. While choosing the best support ticketing system for your business, make sure it fulfils all your requirements. Once the right system is in place, it helps to:

Automate Customer Request

There are several instances when a customer has a simple query that can be answered simply by bots. Routing the calls to a live agent is required only when there are queries that can’t be predefined. Having a ticket management system works in favour of the employees where the ticket volume is huge. Moreover, having such a system in place gives a competitive advantage too. The executives can dedicate their time and effort to solve critical queries and thus have better customer feedback.

Improves Ticket Scheduling

One of the significant challenges that every call center nowadays face is - prioritising tickets. Scheduling is a challenging task as it includes expected call volume for the query, key performance indicators (KPIs) associated with the issue raised, requested shifts, be it between agents or departments.

Ticket scheduling is done by heat map analysis on the helpdesk ticketing system. The tool keeps all the factors into consideration and maps a priority list for the agents to optimise their efforts. This has increased the productivity of the call center to a great extent.

Manage Ticket Volume for Each Employee

For a call center for any brand, the short term goal is to resolve the incoming tickets. However, the long term goal is to train the entire workforce for specialised queries in every department.

The employees can mark their availability for taking calls on the cloud ticketing system. This helps the managers keep track of ongoing training without hampering the work. While an employee is on break, the incoming tickets can be routed to the fellow employee. It reduces the time taken to reach out to the customer with a solution.

Automatic Call Distribution (ACD) to Reduce Call Volume

Waiting in the call queue adds to substandard customer experience; waiting for transferring the call aggravates it. The company can opt for an online helpdesk ticketing system to ensure that the helpdesk does not deliver bad customer experience. The ACD feature of the system distributes the call as per the predefined algorithm. The customer can then be connected to the right department or agent and thus help them understand the query better. It also leads to an increase in first call resolution of calls, making the customer believe in the services being offered.

Transparency and Centralised Reporting

An online ticketing software can help to bring all the tickets on a single platform. This helps executives to answer all the queries without switching between different platforms. With this, the managers can get insights about the volume, type and channel of queries. Having data and reports gives the team a direction to work and improve.

Managers can test different strategies on different groups of employees and get customised reports. On understanding which method generates maximum efficiency, the entire call center can work basis that.

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Erric Ravi Erric Ravi is an entrepreneur & the founder of SEOexpertnow Joined: May 30th, 2018