Cloud Ticketing System for Improved Customer Experience
Cloud ticketing systems are a great way to manage customer communications. Similarly, picking the right cloud ticketing system will give you a powerful set of tools that can help improve your business. Moving to a cloud application can be a very exciting and cost-effective choice for your company.
What is a cloud ticketing system?
A Cloud ticketing system is a business model that applies the principles of cloud computing to the help desk support model. In this regard, it can be considered a form of a service desk or IT service management (ITSM) solution.
Features to consider when selecting a cloud ticketing system
Ticketing systems come in a variety of shapes and sizes, each suitable to a given scenario. As your entity grows, you may find yourself struggling to find a solution that fits all your requirements.
Here are things to think about when picking the right ticketing system for your business:
How much information should I be collecting? What kind of information are you ordering from your ticket holders? Some solutions offer customers the option to fill out surveys, subscribe to your newsletter, and others offer customers the ability to attach photos to their tickets.
What features should it have?
Look closely at the functionality of the system you're considering. Most methods are easy to use, but some may require more training than others.
Does it integrate with other systems?
Make sure that the system you're considering can integrate with other software your business uses. That way, you won't have to manage two systems.
Does it offer ticket fulfillment?
Some software solutions offer ticket fulfillment, which means you won't have to process tickets manually. Instead, they'll take the information you enter within the system and process it for you.
Can it offer customer service?
Systems that integrate customer service with ticketing can help you provide better customer service.
Does it offer analytics?
Most ticketing software provides basic analytics and reporting features. Look for a system that offers more, like the ability to track social media interactions.
Does it offer mobile support?
Mobile support is becoming more common among ticketing systems, so it is essential to find a system that supports it.
Does it offer social media support?
Types of Cloud Ticketing Systems
Below are three types of cloud ticketing systems:
SaaS (software as a service): The vendor hosts the software application with this type of system. The vendor also manages many of the infrastructure required to run the application on behalf of the customer. SaaS is the most affordable type of cloud ticketing system, but it requires extensive vendor management.
IaaS (infrastructure as a service): This system requires the vendor to host the infrastructure necessary to run the software application but does not host the application itself. The customer is responsible for hosting its application.
IaaS is the most expensive type of cloud ticketing system. However, the customer has greater control over its infrastructure.
The third type of cloud ticketing system is called PaaS (platform as a service). With this type of system, the vendor hosts the infrastructure required to run the software and customer applications. The customer only needs to manage the application.
PaaS is the most expensive type of cloud ticketing system. However, it does not require any customer management.
Best free cloud ticketing system Software
Best cloud ticketing system software allows for effective and agile customer service by easily integrating with existing IT service management and customer relationship management systems. It also allows for easier collaboration between support personnel and customers, thereby improving overall support quality.
Comodo One
Features
- Cloud-based
- CRM
- Integrates third-party tools
- support for tickets via chat;
- tickets via email
- knowledge base (FAQ, manuals, and community).
Zendesk
Features
- tickets via phone
- email ticket management
- cloud-based
LiveAgent
Features
- Cloud-based
- Live chat
Freshdesk
Features
- Easy to use interface
- Integration with the third party
- Excellent user interface
- Cloud-based
Zoho Desk
Features
- Cloud-based
- Simple to use interface
- Manages customer relationships
- Communities
- Knowledge base
- Social media interactions
Final Word
Cloud ticketing solutions are gaining a lot of traction. This technology is already being used by many companies regardless of their size or industry type. By removing the barriers that have hindered using a cloud ticketing system in the past, these solutions offer a much more streamlined and efficient way to run your operations as a firm.
To stay competitive, firms have to embrace new technologies that enable them to operate more efficiently at reduced costs while still providing high-quality service. Cloud ticketing systems are one of those technologies. If augmented with customer relationship management (CRM) tools, cloud ticketing systems can improve customer retention and loyalty.