How a ticketing software could save you time and money
Enhance Customer Retention:
The success of a business is not just determined by the number of new customers the company acquires. What matters more is how many of them stick to the brand. Customer retention is instrumental in improving profit. The Chartered Institute of Marketing claims that it is 4 to 10 times more expensive to acquire a new customer than it is to retain an old one.
Ticketing software helps businesses achieve this by enhancing the quality of customer support. When you improve your customer support, it makes your customers happy. This, in turn, drives customer satisfaction levels up and makes your customers stick to using your products/services.
Higher C-SAT levels will also increase the chances of customers acting as evangelists of your brand, spreading a good word about the quality of service that they received from you. This will also lead to more sales in the future.
The self-service feature is prevalent in most ticketing software products in the market. With a vast knowledge base built in the product, customers can resolve simple, recurring issues with the help of solution articles. Certain ticketing softwares move one step ahead - they detect keywords from the customer’s query and use machine learning techniques to suggest appropriate solutions. This plays a key role in deflecting a large chunk of tier 1 support tickets and reduces the workload of your service desk agents drastically, saving their time. Agents can then use this time to work on providing resolutions to more important, high-priority tickets. A well-curated knowledge base is also helpful in training new agents who join your IT team. This will help save the time and resources that your organization would spend on training them.
Service Desk Efficiency:
The biggest benefit of using a ticketing software in your business is that it streamlines the operations of your support team and improves efficiency. In conventional methods, an agent might have to sift through several email inboxes, customer databases, and activity logs, which could be highly laborious. Ticketing software eliminates this inconvenience by centralizing all your customer data, ticket status, priorities, tags, and labels, associated SLAs in one place. It also brings different communication channels like phone, live chat, and emails together into one platform for your support team to manage.