iBas Giz Customer Service

The Functionality of Customer Service/ Support Ticketing Software

The Functionality of Customer Service/ Support Ticketing Software

Service/ Support
Any business with an important customer relationship component is faced with the challenge of how to best organize its operations in order to achieve maximum productivity. One of the known free solutions is to use email-based systems for running customer support or help desks for employees and customers, such a solution is much inferior to that of using specialized customer service software with rich functionality tailored to the needs of such businesses.         Here are some of the functions/features/capabilities expected from professional customer service software: customized reporting forms/ fields – different forms might be displayed to the customer to be filled in depending on the selected topic. Obviously, these forms/fields can be customized as needed.ticket filtering – rules can be set up for routing incoming tickets so that appropriate agents/…
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How to Start and Manage a Help desk

How to Start and Manage a Help desk

Help Desk
First, you need to understand what is the end goal, otherwise, time, effort, and money would be spent unwisely. You could opt to implement a support system built entirely around individual requests from customers. Alternatively, you could choose to prioritize thinking in the long-term (e.g. business expansion) and implementing such things as automated responses, a vast knowledge base, etc. One more thing to decide is whether the support system would serve customers, employees or both – in other words, you need to decide the audience/the scope. A joint support system for in-house workers and customers would require different authorization levels. Finally, one should decide which communication channel would be used to create inquiries/tickets – the workflow or the forms could be adapted accordingly, depending on this. Obviously, a modern company…
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The Motivation for Moving from Email-Based Support to Help Desk Software

The Motivation for Moving from Email-Based Support to Help Desk Software

Help Desk
Nowadays, virtually every person that has some presence online has an email, making it one of the most widespread digital technologies. Importantly, this wide penetrance is complemented by a huge versatility of the electronic mailing system – it can be used by individual users and businesses alike, it offers a simple and intuitive interface but also complex rules for email filtering/grouping/labeling. This has enabled businesses to implement various email-based support systems, both internal and external (for customers).         Although such customer or employee support systems do not require financial investments, they do have a number of drawbacks. Thus, while it is easy to handle a few emails a day, it becomes progressively more difficult to do this once the number of email messages increases beyond a few dozens. Creating advanced…
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Support Ticketing Systems – an Essential Tool for Boosting Your Business’s Productivity

Support Ticketing Systems – an Essential Tool for Boosting Your Business’s Productivity

Life Cycle
One cannot say that using a support system is an absolute must or a life or death issue. In fact, many small companies do manage to use support systems entirely revolving around emails. This requires proper filtering rules being set in each email account as well as appropriate meticulous and comprehensive in-house workflow and conduit rules. As stated, in a small friendly company where everyone knows each other, the group could figure out how to go about daily tasks and self-correct if issues appear. But with scaling company size, you can get a total mess. In such circumstances, accountability, prioritization, detailed workflows, automatized tasks, and collaboration and responsibility delegation rules are essential for things to work. The Impact on Business Productivity         A support system impacts productivity in a number…
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The Stages of a Ticket’s Life Cycle

The Stages of a Ticket’s Life Cycle

Life Cycle
There are different designations for the stages that make up the life cycle of a ticket depending on the type of support system. The general logic follows that of a problem being solved by an organization: first the organization learns about the problem, then tries to appoint the personnel that is most qualified to approach it, after which the latter works on a solution. If the problem is not solved, it is being revisited/reopened. Different businesses might have different needs, which might reflect in some life cycle variations or different relative importance of these stages. Thus, depending on the type of problems and the competences of the specialists, the ticket assignment can be done either randomly or after an elaborate evaluation/categorization of the task. The Stages of a Ticket’s Life…
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