Questions by Category: "Helpdesk 101"

The responsibility of a support team not only includes providing solutions but also empowering customers with tools that let them solve their problems by themselves. With this, you can reduce the additional costs on human resources, make your support team work on more pressing issues, and strengthen your brand image. When a solution is very simple, it is not viable to have the customer wait for a long period. If there is a customer portal, the customer can easily track and find quick solutions to their problems. Moreover, Customer Portal streamlines the interactions of customers with the support team. Hence, they can directly interact and track their tickets. Read more.

Not all customers use the same communication channel. Your customers might prefer different mediums to initiate interactions. It is advised to incorporate different channels of communication into your business. Therefore, customers can interact effortlessly using any medium with no trouble. Also, your support team combined with your help desk software will make this achievable. While your support team will take care of customer service in real-time, the help desk software will handle the tickets in the queue or during off-hours based on your configuration.

Dashboards in the help desk app are analytics tools that provide insights on the performance of your teams based on Key Performance Indicators (KPIs). Additionally, you can filter the metrics according to the configured criteria for a specific period. The CRM Software now enables businesses to easily create custom dashboards, easily monitor the performance of the support desk, analyze the activities, and take necessary actions to optimize the service offered.

It is advised to choose a help desk software that serves your end goals. Your ticketing software should not only assist in solving your existing challenges but also expand as your business grows.

Businesses are implementing advanced solutions to boost their customer engagement. However, we recommend going for the ticketing software that meets your business purpose with the right solutions. It is better to introspect your current process, identify the gaps, and choose a ticketing software that fills the gaps.

The incorporation of automation in ticketing software has turned out to be a huge advantage for businesses. The automotive tools avert redundancy, remove duplicates, update tickets, and send timely reminders. Rather than working manually on repetitive tasks, businesses can simply configure the system to take the necessary actions. Some of the salient automation tools are Triggers, Notifications, Reminders, and Timers.

The performance of your help desk can be enhanced by incorporating help desk Software to identify the shortcomings in your current workflow and fill the gaps. Your support team can focus on providing the best service to your customers while the software will take care of organizing your help desk and removing redundancy.

Nowadays, Businesses have started implementing a ticketing system to manage their customer care. The main purpose of a ticketing system is to reduce the waiting time of customers and offer the right solution at the right time. With smooth ticketing software, you can quickly prioritize and route the tickets to the dedicated support agent for seamlessly solving the cases.

Managing help desk tickets is completely hassle-free when you employ the right help desk solution for your business. However, we have also listed a few things that should be considered by your support team for the efficient management of tickets.

• Determine how the tickets should be categorized and prioritized.
• Decide to whom the tickets should be assigned.
• Configure a viable cycle time for the tickets.
• Monitor the statuses of every ticket frequently.
• Employ automation tools to remove redundancy.
• Keep your customers in the loop on every action.

Help desk software depicts a pivotal role in the management of customer tickets. Contrary to the conventional method of maintaining spreadsheets, Help desk Software gathers all the communications in a single system from multiple channels. Also, the support team can quickly track the tickets and retrieve the information of the previous interactions.

A help desk software collects tickets from multiple channels. The incoming tickets are created as cases that are further handled by the concerned teams. This can be from a webform, email, or support team. In the case of web forms and emails, the tickets are created in help desk software automatically based on form submission and incoming emails. On the other hand, the support team can manually create and manage the tickets from the Software.

A help desk is certainly a one-stop platform for support teams to collaborate on customer tickets. Instead of accessing multiple communication channels and using innumerable tracking tools, teams can easily track and take action right from the help desk system. Moreover, the agents need not reach out to the previous agent every time to get information on a customer or ticket. Instead, the agents can document all the interactions in the help desk software and it will have all the information that you need.

The CRM Software comprises a ticketing system that empowers businesses to manage their customer database and the tickets raised in a single solution. Tickets are cases that are submitted by customers requesting a particular service or seeking a solution to their grievance. It can also be from a prospect having sales queries from any platform.

An SLA is a device that is employed to measure and improve the service rendered to your customers. They define the goals of your support team and set the right expectations for your customers and your support team thereby ensuring timely delivery of service. This also includes the action to be taken when the goal is not achieved. This makes your ticketing system more reliable. Read more.