Benefits of a Cloud-Based Ticketing System
If you have a small or medium-sized business and want it to grow, the first place to start is with your customers. Customer support can make or break a business irrespective of its size and if you want to succeed, you should make customer satisfaction your first priority. A help desk ticketing system is a good place to start. However, if the help desk is not easily accessible, you should probably rethink your strategy and implement a cloud-based ticketing system.
Running and maintaining on-premise helpdesk software is challenging. You require a round the clock IT support, and you will also need to spend money and time on its implementation. Today, many businesses have several other sub- companies distributed across several locations. Running on-premise software for all the locations would require an independent one for each location, a license for every software installation, and a large amount of money to spend on each location.
The solution is to implement a help desk with a cloud-based ticketing system to serve all the distributed locations. Companies are doing everything they can to streamline their help desk solutions by using cloud-based ticketing system software. Though many businesses can choose between on-premise and a cloud-based ticketing system, the latter comes with several more benefits.
Why would you want to move your on-premise ticketing system to a cloud-based system? Here are the reasons why.
Cloud-Based Ticketing Stem Top Benefits
1. Easier access to the system
One of the main benefits of hosting your ticketing system in the cloud is that it makes it easier to access from a web interface of just about any device and anywhere as long as there is an internet connection. Modern cloud-based systems provide customers with a shared private link that they can use to enter their requests. The link is unique to the request and to the user, who can access the ticketing system at any time, depending on the customer's convenience.
The flexibility of a cloud-based ticketing system allows businesses to set up their help desks to accommodate the different preferences of their customers. Customers also benefit from switching between channels using a seamless support process when searching for their ticket numbers.
2. Streamlined ticket management
Moving to a cloud-based ticketing system streamlines the ticket management process. If your customers use different channels to view their tickets, moving to the cloud will provide them with the opportunity to use a single dashboard to track the progress of their tickets. A centralized system also ensures that all the requests get through without falling through the cracks of multiple outlets.
Another way a centralized customer portal streamlines the support management is:
- By making it easier for the customers to follow their requests faster from a web interface of ay device
- Providing the staff with a faster way of tracking the tickets and making faster customer issue resolutions
- Routing the tickets to the right service reps
3. Effective communication from a shared inbox
Many users find it easy to navigate through a cloud-based ticketing system, as the structure for communication is similar across many of the systems. One of the most common means of communication in many organizations is through email. Using a cloud-based help desk solution provides the staff with a shared inbox making it easier for them to get a comprehensive view of all the tickets.
The staff can track all the customer requests, comments and review their draft responses before sending them. Simply put, a cloud-based ticketing system helps to organize and simplify the system while at the same time ensuring that the customers and staff stay within focus and alignment of everything around them.
4. Easy integration with other cloud-based tools
One of the possibilities that moving to the cloud offers any business is an integration platform to connect multiple applications and systems for better data and process exchange. Using a help desk integrated with other cloud-based tools makes it easier to configure a more automated and customized workflow for a seamless customer support process.
Some of the tools cloud-based tools to integrate with your help desk for better workflow include Patch Management software, IT Service Management (ITSM) software, Remote Monitoring and Management (RMM).
Wrapping it up
Moving to a cloud-based ticketing system is an implementation many businesses choose over on-premise solutions because of the many benefits the move offers. A cloud-based solution is more flexible in terms of maintenance, accessibility, extensibility, communication, and customers can track the progress of their tickets from anywhere using different devices as long they have an internet connection. A cloud-based ticketing system is ideal for small to large businesses.