Helpdesk Ticketing software is a type of software which gives
businesses access to a wide range of powerful support as well as collaborative
tools. There have been many studies which have shown that as much as 42% of
customers expect a reply within an hour. This is making online ticketing
software a necessity rather than the luxury it used to be.
There are many online ticket management software to
choose from. How do you know which online ticketing software to choose? Here’s
a list of needed features in an online ticketing software to help you choose
one that will serve your business well.
1. Self-service – Your need to be
constantly available for your customers to reach out to. Look for a help desk
ticketing software with plenty of self-service options for your customers to
ensure that they will be able to get answers to their problems at all times.
2. Customer access – Customers need to
feel like they’re in the know. They shouldn’t feel ignored as they submit a
ticket and wait for weeks without a response. Look for software which keeps
your customers updated on the status of their ticket.
3. Collaboration – There are times when
standard replies aren’t enough. When this happens, you need a way for your
customers and agents to collaborate. Having an instant message system or a
social network system is the minimum for every business these days. You also
need to give customers the ability to take screenshots as well as screen
recordings so that they can document the problem. This will make it easier for
you to solve their problems.
4. Access to products – It isn't rare for
companies to sell more than a single product. To make matters even more
confusing, companies might be introducing new products regularly. It isn't
practical to expect your customer service representatives to memorize the
entire catalog of your product. It is much more feasible to give them access to
all of your products through a competent helpdesk Ticket Management system.
These features are
what you should be looking for when you're in the market for a helpdesk ticket software. These tools
will make responding to customer queries much easier than if you were without.
Ticket Management System - Kapture CRM
Keeping
track of customer queries can be a challenge without a system to categorize,
assign and prioritize tickets. Kapture’s Ticket Management software gives your
agents the ability to focus on constantly improving customer experience with the help of ticketing tools
that pull all queries from multiple channels into a unified inbox.
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