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/…
Read More
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…
Read More