Is your small business getting more customer inquiries than you anticipated? Or are you looking for ways of catering to different customers at a go? If so, then a ticketing software tool is your best bet at increasing customer satisfaction. The current ticketing system market is filled with many different types of ticketing software. As such, finding one that meets your small businesses’ needs is not easy. It is a time-consuming, challenging, and even overwhelming task.
Whether you’re struggling with a lousy ticketing solution or are window-shopping for one, you’ll come across providers claiming to have the best helpdesk ticketing system for small business. Knowing what you need and what it will take to get it is the first step to making an informed purchase.
Checklist to Purchasing a Helpdesk Ticketing System for Small business
-
The support team’s needs
The support team will be using the ticketing system. As such, their input is most vital in determining the solution you will purchase. Find out the problems they face and get their feedback on the features they need in a ticketing system.
-
The customer’s needs
It would help if you also considered your customer’s needs. You can do this by trying to identify the ideal consumer support relations. How would your customers define your businesses’ current service experience? Which ticketing system’s functionalities and features would they like added to improve their experience?
-
The budget
Because there are now many different ticketing solutions available, finding one that fits your budget is not difficult. Consider starting with ones custom-made for SMBs, as they are more equitably priced.
-
The software type
Always look for a ticketing software that is most ideal for your businesses’ needs and size. For example, Saas (Cloud-based and web-based) solutions. They are user-friendly both in use and installation. They also offer flexibility and scalability, aren’t high cost to implement, and don’t require a server. What’s more, you won’t need to hire in-house IT services to manage it.
Even if the above points check out, you shouldn’t be too sure that you now have the right Helpdesk ticketing system for small business. Request the company for a free trial. That way, you’ll be able to take the software for a test drive and see if it is really what you need. Also, check for user reviews before making a purchase.
Types of a Helpdesk ticketing system for small business
It is said that customer service can make or break your business. That is why you need to purchase a ticketing system that will earn your small business that five-star review. Some of the best helpdesk ticketing system for small business solutions are:
- Freshdesk: Under its Freshworks umbrella is marketing, sales, and communication tools. It has a shared inbox and converts incoming Facebook & Twitter support inquiries, voicemails, and emails to tickets. It also prioritizes and then assigns those tickets to the correct agents.
- Zendesk: This CRM focusing platform also has a shared inbox. Its automation also simplifies customer support with customizable workflows, automatic triggers, and canned responses. The only difference is that it is marketing-oriented. However, it gives out robust reporting and analytics, creating more sales prospects.
- Kayako: This ticketing system focuses on generating personalized conversations and user-friendliness with its minimal and clean unified inbox dashboard. It also can develop multiple help center’s (multi-brand). The multi-brand has unique content, workflow automation, SLA support, automated responses, and live chat.
- Zoho desk: This ticketing system comes with multichannel support enabling customers to get support via Facebook, Twitter, web, live chat, or email. Its telephony support includes the automated creation of tickets from calls, call routing, and voicemail. It also allows ticketing response and viewing of reports using a mobile app.
- JitBit: Unlike those mentioned above, this ticketing system was primarily built you provide support to emailing customers. It also replaces per agent pricing with monthly-based pricing on the number of agents a business has. JitBit also allows the easy establishment of triggers that send automated responses and assigns agents’ tickets.
Conclusion
It goes without saying that finding the correct ticketing system will simplify your team’s daily routine and increase productivity. Moreover, their efficiency will be maximized because they will deliver consistent and seamless customer service.
Consider purchasing a helpdesk ticketing system that has many different software integration capabilities. That way, you can easily import consumer insights and data to your CRM software to generate leads. A reliable helpdesk ticketing system will enable you to connect with customers and possibly close that sale and thereby increase your ROI.: