The success of a business is determined by the number of happy customers it acquires. Alongside reaching customers, the organization should ensure their customers are satisfied enough to stick with the brand for future purchases.
To let this happen, companies must interact with their customers regularly to understand their specifications and resolve their support queries quickly.
This helps their customers utilize the fullest value of your product or service. But the monotonous tasks involved in these manual support systems can make it difficult for the support team to resolve customers’ queries. As the organization grows, the support process will get more complicated.
However, you can automate all or at least a part of the process with automated helpdesk management software. The advanced ticketing system enables your business to track and manage the support queries effectively, thereby enhancing customer satisfaction.
Below, we’ve discussed how software can save your enterprise resources.
With traditional support systems, managers are required to analyze the support tickets of their customers and route them to the respective support agent accordingly, which can be time-consuming.
With a software in-hand, managers are now able to create triggers, which automatically routes the ticket to the respective agent or group based on the pre-set criteria.
As the tickets are directly assigned, there are no more missing customer tickets when they are received via email or customer portal.
Automated Follow-up Emails
Customers should know the status of their tickets. Support agents are busy resolving tickets; they usually won’t be able to respond to customer’s queries all the time.
An advanced solution can help the support team by sending automated notifications to the customer at regular intervals to inform them on the status of their ticket, thereby enhancing the customer experience.
Close tickets automatically
Many times, a customer may not respond to the emails sent by a support agent. This increases the count of tickets not being able to close in the queue which may create confusion in the long run.
Instead of leaving these tickets open forever; you can configure a trigger that automatically closes tickets that are not responded after a pre-set number of days or months. By creating this trigger, you can track ticket queue and helps businesses assess the ticket volume accurately.
Prioritize Support Tickets
Not all tickets require an immediate response. There might be priority tickets that can make or break a business deal and ultimately impact business relationships. Priority and urgency of a ticket will depend on various reasons, such as customer types (basic or advanced package customers).
The helpdesk management platform automatically flags priority tickets and notifies the support agents to address the issues right away, allowing you to maintain a healthy relationship with the customer.
Instead of employing extra resources to track and manage every ticket, try to invest in the right ticketing platform that can automate these tasks while minimizing human error.
Some experts predict the companies that continue to integrate this software into their support processes not only saves time and money, but also improves the overall customers’ satisfaction.