There are many features available in the help-desk ticketing system and in the past two decades evolution is rapid. Spreadsheets being replaced with advanced software which is the backbone of many help-desk operations around the world. This type of software also empowers agents with wide range of support. Studies show that 42% customers expect reply within an hour. But they don’t just want a reply they expect a correct response to their issues, a business should therefore aim for using a helpdesk for both prompt and accurate response that keeps their customers satisfied and stick to their brand.
Here are some of the top help desk software features:
Automation of ticketing system – Agents do a lot of small tasks after each call. These tasks although monotonous, are very important for successful follow up and closure of the customer’s request. Also known as call wrap up, these activities are time consuming and while agents are busy doing these tasks, callers keep waiting in the queue, but what if we can automate all or part of it? How exactly can an automated ticketing system save time and energy of agents while making them more productive? Listed below are a few examples of it
Automatic ticket assignment – The days of assigning ticket to right people by “gatekeeper” are over. Now with the help of customer support software and ticketing automation, tickets can be created on a customer’s mail, call, chat or through client portal and can be directly assigned to a specific agent/department/group. For example, if the subject line of a mail contains the word, “delay in receiving order”, an automatic ticket can be raised and routed to the department managing deliveries. It can be further refined so that the ticket is sent to a specific agent in the deliveries team based on the location from where the order had come.
Customer reminder follow-up – A helpdesk at times also has to remind customers of certain things like an appointment, an unpaid cart etc. Now in order to keep agents away from these menial tasks, a help desk software must be equipped with automations like trigger based SMS and email delivery or automated robo call to remind of an appointment or confirm an order/address etc.
Close tickets automatically – Sometimes even after sending reminders multiple times or trying to reach the customer agents fail to make a successful contact. Tickets can’t be kept open forever. In such cases a trigger feature that automatically closes ticket after any set number of days and a mail or a combination of mail and SMS get delivered to the customer informing them of the closed ticket.
Alert on urgent tickets – Although every ticket requires immediate attention, there are some tickets that are urgent in nature, for example - an issue from a critical customer who has faced challenges in the past will be a critical ticket. A lot depends on these tickets in terms of customer satisfaction and experience. An important helpdesk software features would be that through automation, internal correspondence can be send for critical tickets. When the ticket priority is “critical” or other trigger keywords are used on mail body, ticket can’t wait until business hours or for a specific agent to login, it is important that such tickets are addressed right away to keep the customer happy.
SLA (Service level agreement)
First thing that should reflect on a ticket is it’s urgency and it should get automatically prioritized among other tickets. With the help of SLA information in the ticketing system, it is easier to prioritize tickets and avoid SLA violation.
Customized ticket template
Not all tickets are the same. There should be a system where templates can have commands that can make response more easy. These templates can be combined in case there are multiple issues.
Private/Public communication in a ticket
All communications in a ticket should not be made public. There must be a section for internal communication.
There are certain issues which can be solved by the customer if knowledge base documents provided to them which can minimise agent pressure. Customer shouldn’t go to find the link, instead built-in ticket deflection help them to grab right link quickly.
Issues don’t always arise when the customer is at home or office staring at their computer. It can arise anytime 24*7, late at night, on holidays etc. the longer they have to wait for the agent interaction, the more problem will percolate.
That is why there should be a 24*7 ticketing help-desk system with self service options where agents are not available for 24*7. FAQ, forums, easy to use ticket submission or similar issues knowledge base, all can add to customer happiness.
There are issues complex in nature which can’t be justified by a standard reply. Customer may stumble upon truly rare/bizarre issues, in such cases collaboration between different departments plays a vital role. A good helpdesk software should have collaboration features that help inter team communication to solve a problem. The software must also have integration with Omnichannel, so the resolution can be shared with the customer across various channels like messaging, social, telephony, email etc. or the channel of the customer’s choice.
If a company sells multiple products, nature of issues vary in a large way and it may create confusion for agents if they lack product information, especially when new ones are on the bench. Rather than memorizing the entire catalogue, instant access to a product database or a knowledge base should be available through help-desk software. This way an agent can view the product information and interact with customers with a lot of confidence.
Understanding customer satisfaction
Customer surveys or C-SAT (customer satisfaction) survey is necessary to understand the pulse of customer. A good helpdesk software should have a mechanism like DTMF enabled callblast or C-SAT IVR where customer can rate services after getting resolution which can help the company to review a situation.
Omni channel support
Customer should be able to reach via any channel of their interest viz. email, chat, social media, telephony etc. An omni-channel enabled Help-desk software will allow a business to create and monitor tickets from any channel.
By using artificial intelligence and NLP, the ticket can be analysed by the bot and provide suggested response. While, this reduces time to respond, it also helps in providing more accurate, type error free response to clients.
Customer Sentiment Analysis
Again, AI technology enables to detect the sentiment or feelings in the conversation. This along with CSAT score can be very well utilised to analyse the key customer pain points.
The helpdesk software may very well be the most critical tool of your contact centre solution suite. It is advisable to evaluate the features of the helpdesk tool well before making an investment decision.
Author Bio: Sumita has 12 years of strong experience in various segments of management ranging from contact center to process development with the help of lean Six Sigma methodology. She is an avid reader, occasional writer and an extensive traveler beyond her professional commitments.