A good customer support experience builds the reputation, loyalty, and trust in the product or services offered. A ticketing system is a better method of dealing with customer questions, requests or reported issues. It is specifically designed for organizing and tracking all the fixes and replies made for a service request or for technical support. If a ticketing system is not in place, there is no way to ensure that the tickets are read and resolved by the right person or agent. The help desk practices support effectiveness between the business and the customer.
Constant learning from the data and customer feedback is the only way to improve the support experience. The learning helps to measure how customers respond and then decide whether to pivot or improve the customer support process. Customer support can get only better with user-friendly intuitive helpdesk software, real-time reports, continuous training and personal development of agents.
Few key steps to achieve a better customer experience.
Deploy the raiseaticket free web helpdesk software, which provides detailed insights about support requests (tickets) across your organisation for all tickets received, resolved, assigned, unassigned, pending and overdue, together with client and agent responses as well as category sorting. The web-based helpdesk software needs to be simple, intuitive and easy to use.
Once the email or web ticketing system is in place, anyone in your organization could have insights such as which customer needs a quick answer, what requires immediate attention or if there is an unresolved critical issue, within minutes. This helps to reduce the support backlog and improve the support process. Given that email accounts are unable to be assigned to specific agents, you will often run into the issue of having multiple employees corresponding to and working on tasks for the same support ticket, often with different answers.
This issue of task duplication is not only inefficiency, further ramifications to this matter are that the teams appear disorganised, while the clear lack of communication between the agents results in lower client confidence in the organisations ability to solve their queries in an accurate and timely fashion. This, in turn, reflects unfavorably on an organisation's reputation.
Train your agents and teams about the product and services handled. The helpdesk platform should be simple and intuitive for easy handling of tickets for the agent.
Define the SLA for your customer support process based on the operating hours. SLA help to organize the tickets based on the urgency and thus prioritize among other pending tickets.
Build a knowledge base repository for how-to's, troubleshooting, best practices, work examples, templates and procedural information with the knowledge base feature. Any agent could login to the portal and choose from a list of all current and past tickets, and see a one-page summary of the results. Over time, these results become the de-facto standard for building knowledge base articles which helps in resolving tickets faster.
Make sure your customers can submit tickets via multiple channels. Also, a simple web portal will be easy for customers to submit requests.
Report is a basic requirement of any business process, reports help in making critical decisions by analyzing all the data together in a customized way. The free helpdesk provides custom reports to improve your customer experience and measure your team effectiveness through data-driven performance insights.
By selecting an adequate amount of fields and filters in custom reports, admin can get a comprehensive knowledge of their help desk strategies. You can track performance in real time through a powerful dashboard, accessing reporting that provides insights and metrics, thus enabling better business decisions and improved efficiency based on KPI.
Data Visualizations are effective to see how summarizations and Key Performance Indicators (KPIs) change over time. Trends are spotted easily.
Email notification to customers on the status of tickets will help them to understand the ticket workflow. With a helpdesk ticketing system, each team member receives a notification when the support ticket arrives. Additionally, all members can follow the progress of the ticket via notifications when the status is updated. Also keep your support team in the loop by messaging them in the channels of Slack or Microsoft Teams.
Tag tickets with a keyword or phrase assigned to a ticket to describe or identify an issue or query. These tags help to relate the tickets and context the queries or requests. Tags help to identify frequent tickets on a similar issue and thereby prioritize and allocate required resources for their resolution and have support under control.
Feedback on closed tickets from customers will help to identify the pain points in the support process and thereby fix it in an efficient way. Keep an eye on the number of support tickets by severity, frequency of responses with the customer, known complaints and dissatisfaction. Always measure the churn in order to reduce it. Identify and compensate if the problem arise from the customer or the product or the support team.
Customers tend to speak in the language of their requirements, and it is the organization's responsibility to develop and update the solutions to those requirements. Once you begin to think and talk in terms of your customers, it completely changes how you manage your interactions with help desk software. Nowadays customers are considered as of the important source of innovative ideas in the process of bug fixing or updating the product.
All these add to improve your customer experience and a higher level of satisfaction. Customer complaints are usually associated with a lot of stigma. Organization don’t like to talk or hear about complaints because they are treated as stories of failure. It is important to change our attitude and start treating complaints and feedback as a source of actionable consumer insights.
Eliminate cluttered mailboxes and unaddressed customer requests with Raiseaticket free email ticketing system. Focus on what matters. Automate processes to increase effectiveness. Raiseaticket free ticketing system gives organizations a 360-degree overview of customer support. The web helpdesk is flexible, can easily be tailored to any organization and includes powerful realtime reporting to track various KPI. The ticketing system is intuitive and simple to setup and configure in few clicks.
Provide support and answers on your products, services, updates, incidents and issues with your experts on our free helpdesk cloud platform.