Tracking the open tickets and ensuring on-time closure is one of the most challenging parts of every business. While monitoring the turnaround time has become more accessible with ticketing software, reducing the total number of open tickets remains a challenge in most companies. The process of reducing the number of open tickets is not complex. However, it is vital to equip the team with the right set of tools that help them to monitor and…
The support team’s size, productivity issues, team motivation, retention, and many other challenges are real. However, every business works hard towards giving their customer an excellent experience. Doing so means that they have to ensure that the customer queries receive resolution at the earliest. While it looks like a straightforward goal, it involves many factors that directly and indirectly affect handling customer queries. For example, where manual support was tedious, the online ticketing system tremendously…
Day-to-day operations and reliable IT support are vital for a business to perform well. A robust ticketing system can cut down the time and cost spent on spreadsheets, collaborations, and other real-time reporting through an AI-based ticketing system. Jump Directly to 1. What Is an IT Ticketing System? 2. 10 Best IT Ticketing System software When a business begins to scale, the volume of the support tickets increases considerably and leads to complex and time-consuming…
Every business receives a huge volume of tickets every day. Prioritizing the tickets based on raising and as per the urgency level is quite a challenge to the support team. At the same time, there are many ways to prioritize the tickets, the best in identifying and prioritizing high-value support tickets based on the customer’s pricing plan. While companies offer different pricing plans, prioritization can be as per the pricing plan. Interesting Read: The Issues…
People in any given team come from various backgrounds, and miscommunications and clashes are a part of the deal. Leading a team cannot be easy. If anything, it makes every moment of the day a challenge. However, not all is lost. A bit of tack can go a long way in achieving those professional goals. Encouraging common goals, improving teamwork, building trust and confidence in fellow team members are a few ways to combat the…
Organizations big and small faced many challenges with email support. However, the traditional ticketing systems offered to solve problems ranging from workflow automation to improving team productivity. But we all have witnessed the shortcomings of the traditional system in delivering these promises. A traditional ticketing system helps to move customer requests, enables to prioritize the most critical tickets, collaborate, and manages to report. Interesting Read: Top 7 Tips for Better Ticket Management However, support teams…
The customer service department is one of those teams in every organization that works hard and rarely gets recognized for their hard work. While they play a vital role in keeping the customers happy, their efforts do not get accounted for until an angry customer, and everyone wants to know why it happened. A humongous amount of tickets demanding attention cannot be manageable for anyone to manage. Interesting Read: Top 11 Trending Customer Experience Blogs…
The idea of automating the service desk looks like a weird idea until it is for a small setup like a start-up where a handful of customer service reps managing the tickets seems doable. However, the moment you begin scaling the business and there are hundreds of customers logging tickets with their issues, manual tracking of issues becomes challenging. It starts consuming a lot of time and results in human errors due to the sheer…
Customer Experience is at the crux of every business. Happy customers directly impact the success of a company. The customer support team plays a vital role in keeping customers happy. Unfortunately, while there are many ways through which customers can contact the support team, customers dislike contacting support. As per a survey conducted by Statista, 60% of the customers are discouraged by the long hold times. Irrespective of the kind of business, the customer support…
The COVID instilled remote work has resulted in many twists and turns in both professional and personal lives. Whether it is the personal to-do list or the pending emails to catch up, we all compete in climbing a steep learning curve. While we all are getting our motivation refill through a list of our favorite sites, productivity blogs for content marketers are famous for offering strategies, hacks, and wisdom to tackle those professional and personal…