An Automated Ticketing System helps with processing customer requests which are commonly known as “Tickets”. It assigns Customer Representatives & Agents to the customers who help in solving the ticket & providing optimal support.
How an Automated Ticketing System Saves Time & Money-
Assigning Tickets
Analysing the support tickets of their customers and routing them to the respective support agent accordingly can be time consuming. With ticket automation you can create trigger points and assign the tickets with specificity that saves time.
Reminders
Supposing a customer gets busy, the system has the ability to send an email reminding them of the ticket and to respond which is really convenient and it shows you haven’t forgotten about the customer which creates a positive notion.
Closing Tickets
Even after a reminder the customer doesn’t respond rather than waiting for the longest time, the system can close the ticket after whatever days that you decide you wanna close it.
Prioritizing Tickets
Some tickets do not require an immediate response and that way you can prioritize tickets which require more & immediate support.
How To Retain Customers With A Help Desk Software?
Help Desk Software helps with creating different points of contact & better communication with the customers & also build sound relationships.
Omni Channel
You can create different contact points for your customers. Supposing the customer contacts you via any medium and gets disconnected. They can have their ticket continued through another medium without having to raise multiple requests again.
CSAT Tracking
CSAT stands for Customer Satisfaction & CSAT score is the most direct measuring unit. Help Desk software can help you track CSAT score & see if the strategies are working adequately.
Analytics
Every business needs to have a bridge from where they are and where they intend to go. Help Desk helps you create adequate customer support strategies and equips agents with just the skills needed to apply those and make sure the customer support is nothing short of amazing.
Automation Of Tasks
Help Desk Software helps with automating tasks via keywords and what that does is assign tasks with specificity. Certain agents are good with certain things and it's imperative to give them the task which they want which leads to better task efficiency and customer retention in the long run.
Kapture CRM facilitates and assists in ticket management with its customer support products via Kapture One Suite that help you solve any amount of tickets with utmost efficiency & builds a splendid service that retains & converts leads.
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