The Benefits of Using a Companywide Support Ticket System

The Benefits of Using a Companywide Support Ticket System

We all know the value of data and it is essential to all business processes, but we can only make good use of data if we are managing it right. Having a companywide support ticket system is one way of managing your data efficiently and making your processes flow easier.

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So what is a support ticket system? A support ticket system is a system that allows you to assign a ticket or a case number to every service inquiry. It does not matter whether you are the CEO of the company, a partner, a service provider, or a customer, you can track the particular service using the case number assigned to it. This is especially useful in event of customer complaints, the customers can easily track the progress regarding a complaint by referring to the issue by its case number.

 As we can imagine it will be a hassle to operate such a ticket system manually, software companies have developed software to do the task for you. In the past, software integration was something that only affluent corporations could afford. Now, it is conveniently possible to combine independent software components, so that they can perform on a cross-functional level and be used easily by almost anyone in your organization.

Whether your enterprise software is customized or off-the-shelf, integrating multiple solutions from different business aspects is essential. To stay competitive in today’s fast-paced business culture, literally every minute matters. Further in this article, you will learn how integration can help your support ticket software, and the steps you need to take in order to find the best support ticket software for your business.

How will integration help your support ticket software?

As fundamental (or even mundane) as it seems, the support ticket software that your customer service department uses can be a treasure trove of insightful data. Data is a valuable asset in your business – and even the smallest, seemingly trivial piece of information could be important to growing your company.

Your company support ticket application is no exception, and integrating this software within all areas of your organization can reveal results that you may otherwise never have been able to obtain. Read further to find out the benefits of having a good support ticket system integrated with other software you are using across different departments of your organization.

1. An improvement in operational tasks

Through integration, you enable your support ticket software to ‘talk’ to other applications in different departments, such as sales, inventory, and accounts. You don’t have to go through the hassle of manually integrating the data of one software system into another, the software integration will do the work for you. 

An inquiry pertaining to whether an item is ready for purchase can be immediately dealt with by the sales team if the support ticket team instantly notifies them of the same. A support ticket system enables business employees to efficiently respond to the inquiries made by customers, and it also enables different departments within an organization to respond to the inquiries made by operation managers and employees of other departments.

The same applies to complaints. Complaints put forward by the customers can also be immediately forwarded to the crisis management team, who can take them from there. This system can help eliminate excessive overhead and give your customer support team the opportunity to focus on job roles that are more dynamic, rather than merely administrative. Having such a system, there is little chance for issues to be left unresolved due to negligence. But if by any chance there is an issue left unresolved, it will be very easy to track which department or employee is responsible for the delay.

2. Accurate and intelligent data

As data is fed from your support ticket software to other applications, you can rest assured that the correctness of this information is 100%. Since there is no need to manually key in details across individual software systems, the probability of error is eliminated. On top of that, a lot of time is saved.

Taking things a notch higher, the data gathered via support ticket inquiries can be transformed into big data – as in-depth reporting features show you how these facts interact and affect other areas of your business. This way, data that was otherwise known to be of little to no use will be able to tell you about the true health of your business.

As a support ticket system has more to do with providing a good customer experience than anything else, many software companies sell support ticket systems as part of their customer experience suite. Sold by experience management companies, this experience management software are referred to as cx software.

If you are only interested in buying a support ticket system and not a complete customer experience system, you can even go for third-party customer experience vendors and buy the system as a cloud service. Whichever way you decide to go about it, it is very important to perform thorough market research beforehand. You do not want to end up paying more than the services are worth.

To make sure that you are paying only and justly for the services you are using it is important to identify what your business needs are and what features are you looking for in a support ticket system. Once you have identified that, the next step is to compare the top cx tools available in the market and make a list of the cx tools that match your requirement the best.

If you are having any trouble deciding which software will be the best for your company's needs or if you are interested to know how you can implement an efficient support ticket system for your own company? Feel free to visit our list of Helpdesk solutions. Our team will be more than happy to lend you their services and bring you solutions that are best suited to your needs.