An effective ticketing system creates a precise communication channel that drastically enhances the efficiency and the capabilities of organisations and increases operational efficacy. As organisations aim for a consistent growth trajectory by expanding business capabilities and avenues, it becomes pertinent that aspects such as services and support requests from internal as well as external stakeholders are managed proficiently.
While any good business thrives on its offerings and services, a seamless and cogent online ticketing system can set organisations apart from its competitors. With its purpose to resolve issues for all contributors to a business – including end consumers – online ticketing systems resolve multiple requests irrespective of the business units, to ensure tasks are systematically followed-up on and taken to their logical conclusion.
Listed below are some of the key benefits of implementing a ticketing system that make life easier for customers while streamlining business processes:
Structured View:
One of the most important advantages of having a ticket management software is the improved structural aspect for all parts of your business. Keeping track of emails for every small requirement and update becomes a very tedious task, especially when mail trails run into unchartered numbers!
A ticket management software is built to take care of such arduous tasks by categorizing requests on multiple parameters such as internal / external, the time required for a specific action and urgency of requests, while ensuring tasks which have been closed are also marked as such and notified to the relevant departments to avoid unnecessary clutter and duplication of work. In short, it automates multiple steps of progression and increases efficiency at all levels.
Document Swiftness of Work:
A ticket management software with its feature to track the time taken to close a ticket, gives a very good overall picture of the responsiveness of processes. Long turn-around times for closure of tickets imply that processes can be further streamlined to achieve maximum impact and optimise resources.
In addition to this, ticket tracking systems can also be customised to provide reminders to assignees at regular intervals to ensure closure.
Realtime Customer Updates:
Customers like to be abreast of developments to their requests. A ticket management software sends automated updates to customers at every level, which brings a much sought after aspect of competence to processes and also indirectly tells the customer that his request is being attended to, which in turn results in increased customer trust.
Cut Down on Time & Cost:
Such regular automatic updates to customers save precious time, money and resources for organisations as it automates certain tasks that would otherwise be performed by individuals.
Complete Interaction History for All Customers:
Customers are loathe to provide details of earlier incidents during every call, and having records of all interactions and actions taken in the past at hand for each customer tells him that the organisation cares about them and also reduces time spent on each call.
A ticket management software keeps track of all communications with customers irrespective of the incident which provides support executives with ample information that they may use to resolve issues.
Continuity of Business:
As all interactions are recorded and stored, it makes the system independent of individuals. For e.g., if a particular call was handled by a certain executive who is no longer with the organisation, the next executive can find the entire conversation history in the ticket management software and be reasonably well equipped to resolve customer issues.
Data Analytics:
A ticket management software, in addition to maintaining records of all communications with customers, can also be designed to take valuable customer feedback at the end of each interaction. This feedback gives businesses important inputs on processes and possible areas of improvement.
Certain feedback can also be directed towards particular business aspects like new product offerings, and surveys which could give insights into customer requirements and help in the growth and expansion of the business.
Improves Transparency and Teamwork:
Since emails are personal and cannot be accessed across departments, a ticket management software becomes pertinent as it gives business heads a birds-eye view of all aspects and helps them assign resources to address the needs of the business, and increases accountability across the board.
This also encourages team members to support each other by completing tasks coherently as certain tasks will require the co-operation of multiple departments for its closure.
A Professional Organisation:
Having a robust ticket management system with a focus on resolution of issues and incidents rather than for a generic purpose like contacting customers, renders a business with a professional and capable countenance.
Stakeholders, both within the organisation and external will notice the seamlessness with which tasks are getting completed, team members being in alignment with the latest developments at the workplace without unnecessary group emails, all of which brings a positive outlook to all concerned while also enabling teams to focus on the next goal instead of wasting time and energy on a single incomplete task.
An online ticket management software is a wonderful beginning to providing best-in-class customer care, as having such a system in place will be a value add by providing easy solutions to more than what a customer would come for to a business.
If you are looking for a professional ticket tracking software for your business, feel free to contact the experts at Smart Sight Innovations.
