Why Use a Ticketing Software Instead of Email?

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Are you tired of back and forth email? Or you need a change from consistent sorting and replying customers support needs through email. The solutions are not far fetched, it would be nice you give ticketing software a try and see the difference.

Most low scale to medium scale business organization usually depend on email in providing solutions to customers’ problem and complaint. But things can go so messy when the organization grows a bigger and new set of workers are brought into service. Worker experience difficulties continuing from where they or others stopped and might need to start digging up for files and past information.

Ticketing software is specially designed for this purpose. It improves organization customer’s services, smoothens workflow and much more. You should consider ticketing software for these reasons:

1. Efficiency

No customer wants delays or poor services. Ticketing software integrates perfectly with email. Emails are converted into tickets which can be accessed immediately and processed. Problems are resolved and productivity enhanced over a short period of time.

2. Prioritization

With ticketing software, you can designate priorities to customers’ request as they are received. This enables you to “major in the major and minor in the minor”. Some tickets would demand immediate attention while some can be set on pending depending on how critical the request is.

3. Centralization

Ticketing software enhances faster response than for email. All requests are centralized and kept in a single place. It can then be accessed anytime, anywhere by any staff without complications. Any support agent can browse through the history to know who had earlier worked on the request and the method employed. In this way, ticketing software helps reduce confusion.

4. Collaboration

Ticketing software produces effective staff collaboration when customers request demands some level of professionalism. This method is simple and saves time but consumes too much of energy using email. Employees need not go through the stress of doing it alone since there can be collaboration towards providing the solution.

5. Tracking and reporting metrics

Progress monitoring is an important part of customer services. Ticketing software enables you to track the completion of a task. Customer can be informed on the date his request will be resolved. Prevent assigning the same work to multiple workers and customers level of satisfaction is easily determined. Email does not give this level of flexibility.

6. Professionalism

Ticketing software creates a sense of professionalism in business organizations. Customers get to receive adequate information on request thereby invoking confidence in business services. Small and medium-sized business organizations see ticketing software services as a means of advantage over large enterprise which uses email.

7. Searchable database

Ticketing software provides a user-friendly database where previously checked tickets can be accessed. This enables you to preview divers solutions presented for past request and leverage on it.

8. Self-service

Customer in need of 24-hour daily support services can still depend on the ticketing software by browsing through the list of solutions to a problem on the software catalog. The technical support need not work all day long.

9. Transparency

When it comes to transparency and trust, ticketing software is all you need. This is because, with this software, customer can view the status for work, an employee in charge of the work and time expected to complete the task. This makes customers invest their trust in the service.

10. Continuity

Every customer’s request has a link to an earlier request of the same customer or other customers. You are relieved of the stress to begin looking for solutions elsewhere because ticketing software links these similar request to the previous solutions, thereby saving time and energy. This enhances continuity in service even if there was work reshuffle among staffs.