A ticketing help desk program lets you simplify the time-consuming, routine administrative activities associated with handling customer service situations. It typically links back to an overarching database of customer relationship management (CRM), which stores all the information about your contacts.
Faster Ticket Resolution
A powerful help desk ticketing system automates so much of the routine handling of incoming help desk cases, that it gives your customer support team more time to focus on ticket addressing and closing. When an incoming ticket arrives, it is automatically entered into the system, routed to the appropriate support rep, and populated with case details, such as the name of the customer, the product they are using, the ticket’s urgency, etc.
That’s a lot of work that your team doesn’t have to do, allowing them to focus more time and energy on addressing customer issues, and less time to enter data through the process and move tickets.
Reduced Ticket Backlog
You will start reducing your ticket backlog when your customer support team is able to move through and resolve more tickets in a shorter time. That is important on two grounds. First, the longer your customers have to wait for your support team to respond, the less they will have confidence in your ability to support them. If a customer has a problem, they need it to be addressed as soon as possible. This could be stopping them from doing their work after all, which for a variety of reasons is troublesome. The faster you can answer them and solve their problems, the more successful they use your product, which is important for recurring revenues.
Second, a huge ticket backlog creates a frustrating atmosphere for the customer service team. When the reps are under pressure and stressed out, they won’t be able to focus as well and this will affect their ability to solve customer issues effectively. Plus, when they are under pressure, their clients are more likely to be curt or short, which is something that can have a negative effect on the image of your brand in the market.
Because happy customers stick around for longer, your recurring revenue will stay steady and confident. When you provide the best-in – class customer service, word will come out and your company will start building a repair as a trustworthy supplier, which in turn will help you generate more leads and conclude more dealings with new customers. Ultimately, you can have a great product, but if customers don’t have an avenue to find help when they have a problem with using it, they will eventually stop using it and your product may become obsolete.
For revenue growth, a strong customer support presence is essential, and a strong ticketing helpdesk system will help you achieve both.