CZ Helpdesk provides a multi-channel platform to register any complaint or query with the central help desk of the enterprise using Voice Call, Email, SMS, Social Media, Chat or Bot. The system generates an automated ticket number which is provided.View More
SOTI Assist is a help desk solution developed to help organizations fix problems of various devices used by their remote workforce. SOTI Assist ensures that fixing the problem of remote devices doesn't prove to be difficult and costly in terms of.View More
Royal Tickets is a full featured UserVoice client for iPhone and iPad. It gives you the power to answer, reassign, close, mark as spam and delete UserVoice support tickets. Answer tickets faster by inserting canned responses. Find tickets quickly.View More
The integration of Web Help Desk™ and Dameware® Remote Support enables you to simplify ITSM from ticket request to resolution. SolarWind Helpdesk Essentials Pack remove the need to manually manage support tickets and start using remote access to.View More
As the market competition is increasing, the importance of customer support is increasing by the day. Customers are the ultimate driving force towards the success of any organization. Therefore, it is highly important to gain new customers and retain the existing one by supporting them with their issues and problems. In earlier days, people used to juggle within the manual processes of maintained a spreadsheet for each and every issue, or simply write them down on a sheet of paper. There was no proper management within the system which leads in hiring more resources and consuming more time. Helpdesk ticketing software enables you to do exactly the same. It provides a unified interface which reduces manual work, enables call management and helps in performance analysis.
1. Reduces manual work
Remember when maintaining a register or an excel sheet for all the customer queries was such a task? Not anymore! Ticketing tools enable you to redirect customer inquiries and complaints to the staff who can solve them. This feature ensures that every ticket is resolved as soon as it is generated. It sends automatic notifications from time to time as well.
2. Enables call management
It can be a daunting task to manage calls, particularly if you receive a lot of them. The chance of missing out on a caller means that you might lose a customer. Helpdesk ticketing software lets customer service executives to receive and answer calls from the customers and log all their information into the system. It also helps service reps to connect with their customers and answer their queries through social media.
3. Faster ticket resolution:
Using spreadsheets for handling customer queries is extremely messy and slow. However, your customers wouldn't care if your system is slow or you lost the file. Ticketing software helps reduce the monotonous tasks by making the process faster.
4. Having well-informed customers:
Customers also like to know where their request is and if it’s proceeding or not. You can send out regular updates to the customers via? so that your customers stay well informed and satisfied.
5. Multi-channel customer support:
Ticketing tool software gives the liberty to your customers to connect with customer support executives through multiple channels. It can be voice, email, social media, etc. With the integration of helpdesk software with CRM, email marketing, social media management tools, businesses can manage their customer service holistically. The software further converts queries into tickets to be assigned as per the priority to service desk agents.
6. Unified Interface:
Customer support executives can now view everything at one place, be it customer's information or interaction history, transfer calls to any desired individual, and also access information about any product or service that the customer wants to know.
7. Knowledge base:
Ticketing software can record and archive the most asked questions and the solutions to exceptional questions for the customer support executives' reference.
8. Helpful in monitoring and reporting:
It enables you to supervise various activities and generate reports and charts. You can analyze the performance of individual customer service executives with the help of these reports.
9. Seamless functioning:
Creation of tickets, assignment of tickets, merging of tickets, editing customer's information and resolution of tickets can be done seamlessly through helpdesk ticketing system software.
10. Helps in performance analysis
Back in the day, you didn't really have a system for generating timely reports or analyze the performance of your employees. But with the help of ticketing software, you can now capture all the crucial information and data and later use them at your convenience. Managers can take the help of this data to drive their workforce effectively.
If you run a business that is service oriented, whether its B2B or B2C, you need a helpdesk ticketing software to resolve and answer your customer's complaints, queries, feedback and grievances.
Helpdesk and ticketing system work as an integrated platform which can be accessed by the helpdesk executives of the organization to access a customer's query or complaints, transfer their calls, prioritize their complaints etc.
Helpdesk ticketing software is important because when you are dealing with customers for your business, you have to attend their queries or complaints promptly if you don’t want to lose their support. Customer satisfaction is extremely important for any business to grow further.
Yes, because a small team would have a greater amount of work on each individual. A helpdesk software would help you smooth the process of handling angry or irritated customer easily.
Yes, helpdesk ticketing software can help you find more leads as you are connecting with the customers directly through this tool. The people who call in for queries can be easily transformed into customers if they are satisfied with your services.
No. Helpdesk software is very easy to use and ay need just a little bit of training.
Fix your objective
Different businesses have different needs. Make sure you select the kind of software which is suitable for your business. Figuring out the aim of your business and then ordering a software is the way to go. Mention a scenario here
Ease of use
Most ticketing tools are easy to use, but make sure that you are able to understand and operate the software easily once it’s implemented within your process. Any software that you cannot understand will result in wasting both time and efforts.
Vendor support system
If you face any issue with the software, you would need a vendor support executive to fix it. Make sure the vendor has an efficient after sales service because delay in fixing the issue can take a major toll on your business.
Ask for a demo
Before buying a helpdesk and ticketing software, make sure that you ask the vendor to give you a free demo. This would help you understand the software better and would let you make a sound judgment of buying or rejecting the software.
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