Many, if not all, businesses aim at giving their customers the ‘wow factor. One of the significant ways of providing exceptional customer service is with the help of ticket raining software. These software solutions have had a significant, positive impact on customer service. From gathering feedback to handling customer conversations, and an excellent ticket-raising tool is a must-have. It will give you a clearer perspective as far as consumer engagement is concerned.
So, how can you know if the ticket raising tool you have is the correct one?
While many tools have their abilities and limitations, there are features that you must have when getting a ticket raining tool. Here are some of them.
Must-Have Features in A Ticket Raising Software
For Customers
- Widgets: Websites containing widgets make it easy for customers to reach out and expect immediate help. For example, if a customer gets stuck when making a payment online, the widget can raise a complaint. The request is going to be recorded in the tool, and you can work on it at a later date.
- Knowledge base: If you have customers who like finding solutions without the help of agents, a broad knowledge base will do. In any case, many people nowadays prefer self-service as opposed to queuing for consultation or emailing.
For Managers
- Security: A ticket raising software provides consumer data and helps desk security. This makes it an essential tool when looking for security features. For example, network and IP restrictions, access and identity management, encryption of data, and so on.
- Automation: You’ll be dealing with many different customers. This means finding a way of accommodating each one without disrupting the workflow. A dashboard allows you to see what is happening in that helpdesk. It also allows you to track valuable metrics, such as knowing the open tickets. A customizable dashboard will keep you abreast of all metrics that are important to your business.
- Analytics: Managers will want to be in the know as far as the tool is concerned. They’ll be able to generate reports and monitor support. This will save up on time used to export data to another analytics tool.
For Agents
- Centralized inbox: There’s a team inbox where all incoming requests are saved. This makes it possible for teams to solve issues without stepping on each other’s toes.
- Ticket views: Manually perusing through tickets to find ones relevant to your skills is a tiring exercise. Ticket views allow agents to save all tickets they were assigned and see which ones are pending customer responses.
- Tailor-made ticket forms: Many agents spend a heft amount of time capturing customer information. To prevent these redundant situations, ticket forms can be customized in that most customer details will be highlighted at a go.
- Canned responses and forms: There are times when responses involve just sending a basic ‘we’ll get back to you on that or ‘thank you. Instead of constantly typing these responses, you can choose a pre-defined context. That way, customers can get an answer with just a click of one button.
- Omni-channel experience: The ticket raising software you have should be accessible from different communication channels. As such, look for software that comes with in-built telephony and chat system. If the ticket raising system you have doesn’t have these two features, you can always integrate it with 3rd party tools. It is, however, easier to get software that comes with this feature by default.
- Chatbots: These help by answering trivial, repetitive questions, thereby giving agents time to work on more critical requests. Chatbots are also great as they provide instant customer support, especially if your agents do not work round-the-clock.
- Collaboration: look for a feature that allows team collaboration. That way, not much time is spent summarizing issues even when the same customer comes back several times. On top of contextual collaboration, the software you choose must have this. That way, teams can work on a complex issue together.
Types of ticket raiding softwares
There are many ticket raising tools in the market today. Each one has different features to offer. The following are some well-known ticket raising software in the market at the moment:
- Zendesk
- SolarWinds
- Vision Helpdesk
- Mojo IT Helpdesk
- HubSpot
- Ticket Tool Jira
- HPSM Ticketing Tool
- Team Support Ticketing Tool
- LivePerson
- Freshdesk
Conclusion
Getting ticketing software containing the above-listed features is an excellent step towards providing excellent customer support. You will see a positive difference even in your ROI as time goes by.