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Why is a Help Desk Ticketing System Important?

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In today’s world, the new battleground in the business world is customer experience and customer satisfaction. Today, a business that is not customer-centric will not survive long. Therefore, organizations need to ensure that they have all the right measures in place to maximize customer-centricity. And one of the best methods of doing so is by having a robust Help Desk Ticketing System.

What is a Help Desk Ticketing System?

A helpdesk is a support system that enables organizations to take care of customers’ issues as quickly and efficiently as possible. And when the helpdesk’s complaint resolution processes are automated using ticket management, its efficiency is significantly increased, thereby leading to much better customer experience.

This can be done by using a help desk ticketing system software.

Why is it Important to Have a Help Desk Ticketing System Software?

Here are some of the most important reasons why it is important to have a help desk ticketing system software:

1. Increased Productivity

According to Merticnet, the leading source of metrics and benchmarks for the IT and Call Center industry, net first level resolution rates for helpdesks without automation have been as low as 68.8%. The resolution rate is one of the most important metrics by which a helpdesk’s efficiency is measured.

When you use automation such as a helpdesk ticketing system software, efficiencies go up significantly.

2. Lowered Costs

Another metric that goes down is cost. The average cost for voice minutes for helpdesks is about $2.13. This means that the more time that agents take to speak with customers on issues that could be automated, the most it costs the company.

By using ticketing software that automates the most common issues, your organization could end up saving a lot of money.

3. Customer Satisfaction

At the end of the day, the thing that a customer wants the most is getting their problem solved, quickly and with the least fuss. They don’t really care that your helpdesk is overloaded, or that your systems may be down. All they want is that you resolve their issues.

When you have a ticketing software, it can help customers get solutions to simpler issues quickly and easily, without having to contact the helpdesk directly.

Added to that, agents who do take calls will also be able to give customers solutions much faster by having ready access to a repository of FAQs.

4. Keeping Customers Informed

If a solution is going to take longer to achieve than a single call, then customers want to know the status of their ticket. Helpdesk software can ensure that agents are able to give quick updates to customers and customers will not have to wait until resolution to know what is happening.

5. Multiple Channels of Support

When you use a help desk ticketing system software, customers can connect with your team via multiple channels. Such software has something called an omnichannel system, which allows customers to raise tickets via email, social media, voice, and so on.

6. Automating Raising Tickets

In the past, if a customer had an issue, the time it would take just to raise that ticket was enough to cause frustration. With a helpdesk software in place, this process is automated. The ticket is automatically created every time a customer gets in touch with a helpdesk.

7. Ease of Use

The user interface for agents also improves. Earlier, when an agent needed to sort through the customer’s information or get a job done, he or she would need to click through a number of screens. Ticketing software is much easier to use. Agents will have all the information they need on one single view, saving the agent (and the customer) a lot of time.

8. Repository of Knowledge

A helpdesk software also allows you to create a massive knowledge base for your agents. FAQs are easy to find, so new agents don’t have to spend time figuring out what the issue is. Added to that, there are also a large number of cases where customers have some unusual problems.

According to Forbes, a repository of information means an agent can resolve even these problems more easily and enhance your customer’s experience.

9. Reporting and Monitoring

It isn’t only the agents and customers who benefit from the automation of your helpdesk. Supervisors are able to monitor operations much more efficiently and churn out much more detailed reports that can be used for analysis and the ultimate improvement in productivity.

Resource allocation becomes much easier, and overall processes become smoother.

10. Tracking Service Level Agreements (SLAs)

Helpdesks have to meet certain standards of performance. These are called Service Level Agreements. These SLAs are a set of metrics of performance that need to be adhered to as much as possible. Helpdesk software can help with the tracking of these SLAs in real-time, which means that supervisors can make changes instantly to ensure that targets are met, or exceeded.

11. Prioritizing Tickets

When you have helpdesk software to support you, then your supervisors can prioritize tickets based on certain rules that you can input into the system. For example, a high net income customer can be catered to first. Or, a customer who has had previous not-so-happy interactions with your helpdesk can be targeted first and routed to a more senior agent who will be able to handle the issue more effectively.

12. Streamlined Operations

When you have an end-to-end helpdesk ticking system software in place to support CRM, you can ensure that operations are streamlined. Silos are no longer a problem and customers do not get frustrated about having to start all over again the next time they have a problem. This will ensure greater customer satisfaction, and also great efficiency for the company.

Conclusion

A business is most effective when its customers are happy and its operations are profitable. These two goals can sometimes be in opposition to one another, and creating a balance between cost, productivity and customer satisfaction is a continuous struggle.

This is where the automation that a helpdesk ticketing system software brings to the table makes a huge difference.

Michelle has been a part of the journey ever since Bigtime Daily started. As a strong learner and passionate writer, she contributes her editing skills for the news agency. She also jots down intellectual pieces from categories such as science and health.

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What Notebook to Buy?

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Owning a notebook is the goal of many people, since it is mobile, takes up little table space and is easy to store. However, for the common people, buying a notebook is an investment that should definitely be carefully evaluated due to the high prices that have to be paid for these devices.

Although there are best budget laptops or notebooks in the market that are not so expensive, the truth is that the price difference between these and the best known laptops is really striking, a fact that most users worry, since they do not know that these differences between devices are technical, that is to say in the process capacity they offer, and it has nothing to do with the quality or origin of the equipment.

So that we can know exactly what is the right notebook for us, and also if a cheap notebook can be useful for our work, in this post we will find all the information we need. Anyway, if you want more information, we recommend reading some netbook reviews.

What notebook to buy?

The first thing we have to take into account before buying a notebook is that we are going to use it, since the hardware of the device must be in accordance with this premise. This generally means that the greater the hardware capacity, that is, the greater the amount of memory, the larger CPU and the greater the storage capacity, the better for our work, but worse for our pocket.

From here, the main points that we should focus on when buying a notebook.

Memory

For the choice of the amount of memory, we must consider the current market standard. For example, it is known that to run Windows 10 or a recent Linux distribution using a KDE or Gnome graphics environment, it is important that you have at least 4 GB of RAM. However, the ideal is to have 8 GB of memory so as not to affect performance in the case that we dedicate ourselves to the design, video or the creation of multimedia content. With this in mind, we must always choose a notebook that has memory capacity to comfortably run the software we use daily at work and that also allows us to successive updates of the system or applications that we use do not overshadow performance.

Processor

As for the processor, the same thing happens with memory, the more capacity the better, but always avoiding acquiring a notebook that has a processor of less than 2 Ghz. In addition, it is necessary that the processor is multicore and has energy saving resources. In some top notebook products, the possibility of saving energy when certain resources are not being used is essential, since in addition to helping us avoid heating the device, this feature makes the battery last longer.

Battery

Although it was not yet possible to develop a type of battery that lasts a considerable time, the truth is that considerable progress is being made in this regard. In this sense, one of the most used battery technologies in cell phones and notebooks is that of Lithium Ions, since they are able to retain more energy for longer, thereby increasing the autonomy of the device that uses it.

They also offer other very important advantages for any mobile device, such as longer life, low weight and do not add a considerable cost to the price of the notebook. An important detail: in case we need to use the notebook with the battery constantly, it is advisable to purchase a model that allows you to add an extra battery. There are models of this type that have space for an extra battery or allow the removal of the CD / DVD drive to fit the new battery.

We hope this guide can help. Good luck!

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