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.
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 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.
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, troubleshooting and procedural information with the knowledge base feature.
Make sure your customers can submit tickets via multiple channels. Also, a simple web portal will be easy for customers to submit requests.
The free helpdesk provides custom reports to improve your customer experience and measure your team effectiveness through data-driven performance insights. 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.
Email notification to customers on the status of tickets will help them to understand the ticket workflow.
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.
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 helpdesk. Focus on what matters. Automate processes to increase effectiveness. Raiseaticket gives organizations a 360-degree overview of customer support. It's flexible, can easily be tailored to any organization and includes powerful realtime reporting to track various KPI.
Provide support and answers on your products, services, updates, incidents and issues with your experts on our free helpdesk cloud platform.