Emails have been known for quite a time now and used commonly for all sorts of business communications.
There was a time when companies needed to set an email account to begin communicating with customers and employees. Everything was going well, but the major issue started with the expansion of business when the customer base began to grow.
Why Email Communication Still Works and What Are Its Limitations?
Email communication has been the most preferred customer service channel for a reason. Customers always like approaching businesses through emails since they can keep an organized record of their conversation. Then what makes companies think of a ticketing system and not simply an email platform? Let’s roll through some of the limitations of email communication explaining why companies are now more inclined towards ticketing system software.
- As we are moving forward in technology, communication channels such as live chats, social media, and more make it necessary for businesses to look for a single dashboard with all queries.
- Emails are not time-sensitive. Customers do not expect an instantaneous response of their emails but with other quicker options available, they also don’t have to wait for their queries to solve.
- Emails are not the best way to get feedback since no one likes to write long emails to businesses, unlike feedback systems or surveys that simply offer multiple choices to minimize customer efforts to provide feedback.
Is Your Customer Support Team Experiencing Growing Pains?
As the company expands, it becomes a little tricky to manage an increased number of customer service requests. This increase makes your inbox troublesome to tackle.
As the number of emails grows so the number of customer service requests increase which makes your inbox crowded and cluttered at the same time. This cluttering of emails makes it difficult to manage, leading to emails slipping through cracks. It reduces the trust between customers and help desk software.
A customer service ticketing system is a software tool that allows users to maintain a powerful database and manage multiple customer queries effortlessly. It’s what modern-age companies use and prefer over the traditional concept of resolving issues over emails.
Let’s look at the below reasons to choose ticket tracker over emails:
1. Gets all conversation streamlined at one place
When many people tend to work on one single customer request over a mail, it somehow makes it difficult to track information. Moreover, the customer support team needs to jump through many hoops, and they miss to address customer concerns.
Creating a responsive and easily accessible support ticket system would minimize the resolution time. You can convert emails to support tickets to combat the issues and get everything streamlined in one place.
2. Efficiency and flexibility
Efficiency and flexibility are other points for which you should consider trouble ticket software. When you communicate over mail to your customers, the support team has to go back and forth between the inboxes. What can you do to combat this issue? You can simplify the process and enable your team to work with full efficiency by integrating the emails and ticket system.
Another issue with using emails is that it doesn’t offer flexibility in terms of responding to user queries. Moreover, customers expect that their emails are given proper attention and quick responses on the part of the support team. A customer service ticketing system helps your team to handle the tasks remotely and provide the needed flexibility to respond to customer queries.
When it comes to cost-effectiveness, emails eat up most of the time, which affects your support team’s productivity.
Moreover, you cannot take the chance to invest your time and resources in multiple technologies to upgrade your support system as it will increase your budget. Better you should invest in a helpdesk ticketing system that doesn’t eat up your time and provide a budget-friendly solution.
4. Tracking and reporting metrics
Do you know how productive and efficient your employees are? If you have been using emails, you would not know whether your support team is working productively or not. But, when you use a ticket tracker, it makes it easier to track and report the critical metrics responsible for measuring the performance.
For instance, if you wish to know the progress of your support team on a single ticket, you can run a report on every ticket. It will give you the exact status of how much work has been done in the past month. The tool makes it easier to track and report your customers on time and create the right impression.
5. Transparency and foster collaboration
Ticketing system software ensures transparency and fosters collaboration. It brings teams and departments together to handle support requests. It helps you to allocate support resources efficiently, looking at the number of support requests. But, when you communicate over emails, you are neither allowed to track the issue or who worked on that particular support request.
When you take the help of ticket software, your supervisors would know the status of different issues, what needs to be done on priority, and who worked on the issue previously. Moreover, it allows multiple people to work on the same issue so that everybody stays on the same page. In case someone leaves in between, it is easier to assign the task to some other team member, and you don’t need to work on them from scratch.
The bottom line is that unlike emails, a customer service ticketing system can help you go a long way. The software is suitable for startups and those who handle multiple support queries. If you are looking for trouble ticket software contact us now!