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
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…
Read More