3 Signs That Your Business Needs a Customer Ticketing System
Does your support team have their email accounts full of customer emails asking about the shipping charges, money deduction, and order cancellation? In such situations how will they identify the high and low priority tickets from thousands of emails? The support agent might overlook the high priority while solving a stack full of low-priority tickets.
One other reason could be not having proper visibility of the complexity of a query. In such cases, they spend a lot of time trying to resolve the issue and later realize they do not have enough expertise to solve it.
All this stuff delays the resolution time of tickets and hence the number of backlogs starts increasing. If these scenarios seem familiar to you then it is high time you invest in the customer service software. Here are some more signs that show why you should go for a customer ticketing system.
Stack Full of Delayed Tickets
How much time does it take to respond for the first time when the ticket is raised? More than 12 hours? Well, then here is a quick tip for you. Your business surely needs customer support software. There are various reasons why it is taking so much time to respond and resolve the tickets, leading to a stack full of delayed tickets. And day by day it gets even harder to clear these backlogs. Here are some more reasons that cause delays in resolving tickets.
Use of Spreadsheets
Most organizations when starting customer support use spreadsheets to maintain the data. A free tool with relatively good functionality is useful until you have very limited use of it. All the entries are to be managed manually. It gets difficult to handle once you start adding more channels for support. What will you do when the customer changes the communication channels? How will all that data be synced? These are the reasons your company needs a helpdesk that will automate and sync such conversations.
Rapid Growth of the Company
Backlogs of the incoming request keep on increasing day by day once the company starts to scale. Because as the number of customers increases, the number of incoming tickets will also increase. At this point in time, if you are handling the data the old school way then it will increase a lot of work on the shoulders of the support team. Here, there are high chances that the customer will be unsatisfied with the customer service because who likes getting a response after 3 days? No company wants to deliver poor customer satisfaction especially when the company is growing.
Agents’ Speed
Once the tickets start rising or you have a huge backlog then it will get harder for the support agents to solve them on time. Even if they overwork, the output will still be slow compared to the incoming tickets. Because they have to manually route the ticket to the right person who can solve that query. This way their time will go behind assigning the tickets to the right person rather than solving it. Thus, at the end of the day, you will have support agents that are exhausted.
These are some of the major reasons for delayed tickets that can be solved by investing in a good helpdesk system.
Answering the Same Question (Repeat Mode On)
Are your support agents answering that same question on how someone can reset the password or what is your return policy? The support agents who solve hundreds of queries daily have known the system in and out. They can use this knowledge for some more important tasks. Thus it is unfair that they are still spending most of their time behind those common questions. Rather they must be solving more important and urgent queries.
This problem of yours can be solved by integrating a live chat loaded with FAQs. Thus, with help of AI and ML, the chatbot will automatically reply to the customer, and based on the assigned keywords it will show answers from the FAQs. Thus, your support agents will have more time on their hands for more important tasks rather than repeating the same answer again and again like a parrot.
Unable to Manage Multiple Source
The support team uses multiple software to bring all the relevant information together. For example, they will be using Trello for data management, the survey tool might be Google forms, social media channels will be Facebook, a sales CRM, an email marketing tool, and whatnot.
To handle all these screens together is a difficult task to handle. The support agents have to keep going back and forth to find information. But, with the helpdesk, all the tools are synced well on a centralized dashboard where it is easier for them to search for relevant information. Thus, if you do not have a help desk to integrate these tools, it is high time to invest in one.
Conclusion
The helpdesk fastens the process of query resolution, improves customer satisfaction, simplifies data management, less burden on support agents, and more productivity support agents are just a few benefits that it delivers. In this fast world, no customer of yours will wait hours or days to get a reply from customer support. Such experience builds a negative impression of the brand and due to this neither they will purchase again nor will they recommend it to anyone. So, it is better to centralize the customer support with a help desk and sustain in this competitive market.
