If you are still using your email to provide customer support, then you might want to upgrade to ticketing software that makes things much easy and manageable. Rather than wasting the time of your agents to manually construct spreadsheets and fill out tickets for the customers, you can provide them an automation solutions that would substantially increase their work productivity and decrease the workload. Not only would you be able to give a relief to your employees but also enable customers to interact with you in a much more personalized way.
From system breakdowns to screen freezes, your IT team would be able to separate all the similar issues into various folders so that they can address each issue with proper skills. This way the IT specialists would be able to improve their network and divide tasks according to the skill set of each individual in the team. Incorporating help desk software would allow you to analyze whether your current workers need additional training sessions for a particular task. If they are not able to guide customers regarding a particular problem, you can point that issue out and evaluate its possibilities for errors. Kayako’s ticket management system software allows you to know about your customers’ journey and come up with resolution steps for each individual.
Routing options enhance the overall experience of the users as they can easily switch to another agent if they sense that the current person isn’t sure what he or she is talking about. By rerouting during calls not only can the customers get the right guidance but you also can consider it a red flag if a certain agent wasn’t able to solve the queries. The incorporation of this help desk software is vital for modern business’s customer service system as it adds value to their lives.