A ticketing system can be a valuable tool when managing customer inquiries, complaints, and feedback. It allows you to streamline customer service processes, improve communication, and increase customer satisfaction.
But with so many ticketing systems on the market, how do you choose the right one for your business? This blog will highlight some of the top ticketing systems available, each with unique features and capabilities.
Whether you're a small business owner, a customer service representative, or a project manager, you'll find something to suit your needs on this list.
7 Profitable Reasons To Invest In A Ticketing System
There are plenty of good reasons why these software are so popular. In addition to enhancing the customer service they provide, it provides service teams with insightful data into areas where they may make enhancements. The advantages may vary slightly based on your program, but here are some of the most prevalent ones.
Better interaction with customers.
Support ticket systems aim to enhance the user experience for customers. You can reduce customer service response times to almost nothing with the help of help desk ticketing software. With multi-channel connectivity, customers may submit tickets by any most convenient method, email, phone, social media, or real-time chat.
Better, more effective support staff
To alleviate the workload of support staff, it is possible to automate any time-consuming, repetitive task and to design new workflows. Increased effectiveness and output are the direct results of the automation features.
Quicker problem-solving times
Improve your team's average handling time with help desk software by ensuring your agents are always focusing on the most pressing issues (AHT). With all the resources at their disposal, customer care personnel can swiftly address any concerns raised by their clientele.
Analyzing data is the key to better service.
Regarding client satisfaction, everything hinges on the team's effectiveness. You can analyze team members' performance with aggregated metrics. Furthermore, metrics like time to resolution, NPS, customer comments, and queries that resulted in no-help articles can provide valuable insights into how to enhance customer support.
A scalable ticketing solution
It is hard to serve all of your customers using a manual help desk. There is a noticeable increase in the number of lost tickets or the time it takes to respond to a consumer inquiry. Because of the ticketing system, no customer inquiry or complaint will ever be ignored. An acknowledgment is forwarded to the client, the request is added to the queue, and a team member is assigned to work on it.
Trails of conversation
Agents can look up a past interaction with a customer who had a similar question or complaint if that person is dissatisfied with the service they received. Support ticket systems eliminate the need for consumers to repeat themselves to several agents by creating a digital "paper trail" of their interactions with the company.
Enhanced communication and coordination across the support staff
Collaboration within support teams is facilitated by help desk software. Teams can insert themselves into ongoing conversations without losing context. It allows them to escalate issues to more seasoned support staff or get opinions from other team members. When everyone on your team is on the same page, you can respond to consumer inquiries promptly.
Ticketing systems and their defining characteristics
Here are some aspects to keep an eye out for as you compare ticketing systems:
- To provide omnichannel support to your customers, you must integrate several channels so that conversations stay connected.
- When information is gathered in one place, productivity and efficiency increase.
- Create tickets easily, assign them to the appropriate department or agent, and use tags to categorize and locate recurring problems.
- Ticket tagging is also useful for directing users to the most relevant items in your knowledge base.
- Examine the team's progress by viewing the number of open, unresolved, and resolved tickets and the time it takes to close queries.
- Help customers who prefer to solve their problems on their own time by browsing your knowledge base and referring them to relevant articles.
- Clever recommendation features are also available for quickly retrieving the data you need.
- Use the tools you already have to provide excellent customer service. Creating tickets in the channel you usually interact with clients is a feature most ticketing systems offer.
- Help organize conversations by giving top billing to time-sensitive threads, bringing up relevant backgrounds, making valuable notes, and clearing clutter.
- Whether it's reminding agents to react, assigning tickets to specific agents, automating routine tasks, or generating routine reports, automation significantly improves support ticket management.
Top 7 Ticketing Systems for 2023
Cost ranges from zero dollars per month to $69 per agent per month (Free trial available).
Using Freshdesk's omnichannel suite, customers and agents can have more profound and productive dialogues. Your team will be able to provide the answers your clients require more time because of the intuitive nature of the support. Reduce the number of steps needed to complete a task, establish links only where they make sense, and employ analytics to ensure your agents provide suitable responses to client inquiries.
Costs range from $25 to $40 per agent monthly, with a free trial period and special pricing for large businesses available on request.
With Help Scout, your company's customer service dialogues can be centralized in an inbox-like platform, facilitating teamwork, organization, and automation for improved response times and quality. Enhance your customer service and create long-lasting bonds with the help of real-time chat, shared inboxes, a knowledge base, and in-app messaging. The return on investment for using HelpScout is relatively quick.
HubSpot Service Hub
Cost: $45 - $ 3,600/mo.
HubSpot Service Hub is the best ticketing software if you currently use HubSpot. It helps you prioritize your customers by giving you the resources you need to strengthen bonds, boost productivity, and establish a dialogue with the front desk. You can provide your customers with a portal, a knowledge base, and omnichannel communication with the help of HubSpot Service Hub.
Salesforce Service Cloud
Prices range from $25 per month up to $300 per user.
By utilizing automation, AI-backed personalization, and real-time interactions across different channels, Salesforce Service Cloud allows you to scale the service process. With Salesforce, you can help your staff work more effectively, enhance the customer experience, and forge deeper connections with your patrons. You may tailor the Salesforce platform to your specific requirements with the help of the many available feature add-ons, such as field service, digital engagement, and self-service.
Price ranges from $20 to $59 per agent each month, with custom pricing for large organizations also available.
Regarding assisting customers, LiveChat is an omnichannel support solution that stands out for its focus on sales. It uses AI to direct calls to the correct department, be it sales or support, so the consumer can speak with an expert immediately rather than repeat themselves. It also works with over 200 other programs. Without leaving the platform, you can handle anything from orders and payments to customer support and chat logs.
Monthly fee per user: $13-$17.
With SupportBee, teams can prioritize and organize customer support communications collaboratively. You can delegate SupportBee functions like a group inbox, except tickets to other groups or individuals. There is no room for mistakes because each support ticket has a designated handler. Using a portal that SupportBee sets up, clients can submit, organize, and monitor their tickets, so they are always aware of the status of their inquiries.
Cost ranges from $49 to $119 per agent monthly.
eamSupport handles everything after a sale and opens the door for proactive support. TeamSupport features ticket management, customer management, integrations, and self-service solutions designed specifically for business-to-business clients.
Each of the aforementioned software has its merits. To clarify further, it entirely depends on your needs and monetary prospects.
It is hard to say which one can be the one size fits all, but it can be trial and error for most companies that would like to implement the ticketing system for aid.
HelpScout could easily be one of the most common picks due to its popularity in the market.