5 mandatory features of the effective ticketing system

There are many different ticketing systems available to choose from. Not all of these ticketing systems are equally good, but others have better features than others. There are a handful of features to look for when choosing the right solution for your business. In this article we are introducing 5 mandatory features that every great ticketing systems should have. 1 . Everything at a glance According Forrester study 42% of service agents are unable to efficiently resolve customer issues due to disconnected systems, out of date user interfaces, and multiple applications. The main screen of a ticketing system is...

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How to make your help center stand out

It is well known that investing in self-service can help improve a company’s customer experience. According to Zendesk, tickets with links to knowledge articles have a 23% lower resolution time, 20% fewer reopens, and an average CSAT rating of 2%. Here are some shared tips to ensure your knowledge base content meets the need of your customer Start with the top five articles in your help center According to Zendesk, the top five articles of your help center account for about 40% of all daily views. To create an effective help center, you should start with answering the most...

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How ticketing system works

Almost all of us have been using ticketing system at least couple times. You often don’t even know yourself when you are using ticketing system. For example, if you send email to some company, they are probably going to handle your mail in their ticketing system. It is same think in every channel. It is much more efficient to collect all the customers issues to one place than handle every channel separate. If ticketing system is built example around email there is really no way to make sure that tickets are read by the right person or to track...

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Benefits of integrating Zendesk with CRM software

Zendesk offers many benefits that traditional CRM help desk softwares don’t have. Traditional CRM help desk functionality can provide good financial returns for a company. However, Zendesk can provide even better overall business benefits, because it’s functionality goes beyond traditional CRM help desks. There are many scenarios in which the relational database and and integration capabilities of a CRM system are important. Using two different products and connecting them together can be puzzling. Here are six points that highlight why you should deploy both Zendesk and CRM. 1. Subscription cost Especially for a smaller organisation with a small support...

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Zendesk – The Leader in Help Desk Software

What is help desk software No matter if you call it help desk, service desk, or support desk software, all of them mean the same thing. Help desk software is a computer software that enables companies to resolve customer concerns efficiently by managing tickets from receipt to resolution. This type of software also empowers agents with a wide range of support and collaborative tools. Typically, this software automates important parts of customer service like ticket management, reporting & optimization and feedback. There are number of service and support solutions available that offer rich and robust functionality for optimizing the...

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Why live chat benefits everyone

These days customers want to find answers online, until they feel the need to talk to a human. They expect an answer that is not just right, but lighting-fast. This is where live chat comes into play. It is a very useful tool meeting the needs of a demanding and connected customer. Chat is the best, because it is personal and digital at the same time. This means real-time human interaction on a computer or a mobile device. No need to speak on the phone out loud about your problems and no long hold periods. It’s easy to see...

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Ways to improve your online customer service

When it comes to online customer service, the fundamentals remain the same while many of the specifics undergo dramatic changes. Great customer service can be a challenge on online because of the lack of face-to-face contact. Many of us know the saying that a happy customer will tell one or two people and an unhappy one will tell 10. In online unhappy customer might not just tell 10 people but they might also write about their bad customer service experience on their blog, post comments on social media or criticize you on forums or other similar places. And worse,...

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5 Tips for internal help desk management

Many people think that the closer the help desk is the slower the support seems. However, response times relation to distance isn’t always consistent. Internal support may not be well documented or communicated, so it may seem unclear or undefined. This can cause employees receiving support to have no expectations at all or too many expectations. Either way, it can be difficult to know what expectations they will have. When you don’t know what your user expectations are, you will have no idea how to meet them. When this happens, help desk personnel will often just go about their...

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5 Tips for better Customer Experience Management

There is already one article about why you should be interested in customer experience management. Now we are going to give you six tips on how you can benefit customer experience management even better. Providing great customer experiences can help create loyal brand advocates, who are more likely to spread positive word of mouth about your brand. With these tips, you can improve and further de velop customer experience. 1. Create a clear customer experience vision A customer experience initiative that lacks a strong, clear vision often fails to achieve its intended result. That’s why it’s important for an organisation...

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