If you are looking to upgrade your help desk, here are the top 6 IT help desk ticketing tools that can help your business today.
Large or small, established or just starting out, businesses should be putting the customer at the heart of everything they do. Whilst an ethos of customer centricity is a generalized key to success, each business’ needs are different. In order to meet rising customer demands efficiently and to a high standard, employing help desk ticketing software ought to be a top priority.
Customers value speed when it comes to having their queries and questions answered, but they also want effective solutions in the first instance. How can a business guarantee it provides perfect, yet prompt customer service every time? The answer is, they can do this with service desk ticketing systems.
From automation to geofencing, these state-of-the-industry tools can enhance the overall impact of your IT help desk fast. Enable your customer service team to work collaboratively with other teams across your business, using customizable tools that completely suit the requirements of the role. Glean valuable insights from built-in analytics that allow customer service to be enhanced, whilst targeting and tailoring service.
Different software solutions will offer different tools and capabilities. Since you know your business and customers best, it’s up to you to choose the best ticketing tools to help your business. We’re here to guide you through 6 brilliant ticketing tools that will help move your business forward, whilst pleasing both customers and customer service employees.
Here are the top 6 IT help desk ticketing tools you should be considering for your business’ help desk solution.
The help desk software you use should reflect the uniqueness of your business. Ticketing systems are there to enable your customer service agents to deliver the best service possible. What this entails varies vastly across organisations. In a top quality ticketing system, you should look for the ability to set customised KPIs and metrics, helping you to reach your business goals faster. Equally, ticketing should offer the ability to easily gather customer feedback, meet SLA compliance, as well as sort, classify, and assign tickets. Whichever of these are a top priority for your business, customizable ticketing unlocks the power to upgrade and develop your help desk to suit you.
What lies beneath the bonnet of customizable ticketing systems doesn’t have to be confounding or complex. If you don’t have access to expert developers or coding geniuses, you can still access robust help desk software. Simple drag and drop no-code alternatives are available, making it simple and cost-effective to build a help desk that can help your business.
When deciding which aspects of your ticketing system you wish to customize, you should consider the advantages of automation. If you want to catch up with a backlog of service requests, scale your business, or learn more about your service team, it’s time to upgrade your help desk software.
- Instant responses to low level inquiries
- Create tickets from omnichannel communications
- Sort, classify, and assign tickets
- Prioritize tickets
- Gather customer feedback
- Track SLA compliance
By automating repetitive tasks, you can reduce labor time and cost spent running a help desk. Nobody likes dealing with slow responses or frustrating backlogs – neither customers nor service agents. Upgrading to a customizable ticketing system that automates monotonous processes will streamline both customer experience and employee workflow.
Improve customer support with help desk software
Technology is constantly developing and improving. With that, the benchmark for customer service is always growing higher. In order for businesses to succeed, they must get ahead of the game in terms of meeting customer expectations. Taking a more collaborative approach is a dynamic way to satisfy your customers, whilst ensuring your service team is able to reach their goals and do their job properly.
Collaboration software offers a range of advantages, including:
- Provision of improved customer service – Collaborative tools enable service agents to quickly provide accurate information relating to all areas of the business, whilst maintaining a personal touch. Thus, the customer journey is improved, and the likelihood of retention and loyalty increased.
- Boosting of employee engagement and success – Team collaboration software streamlines the work of a customer service agent. Additionally, letting agents interact with other departments boosts their engagement with the business. As a result, an elevated attitude of positivity is fostered, leading to greater employee success and development.
- Scaling opportunities – Working collaboratively allows a business to grow alongside the needs of its customers. Collaboration software means customer centricity can be maintained, whilst developing and expanding processes that meet the various needs of your scaling business.
Whilst a help desk is an incredibly important part of your business, it isn’t the only tool you’ll be using. Just as you shouldn’t treat departments in isolation, your business tools should all work harmoniously together to help your business grow and improve customer satisfaction.
You don’t have to scrap your existing tools when upgrading help desk software. Opting for zero code platforms and templates allows almost any authorized team member to tweak tools. SaaS apps can work alongside, or replace, your homegrown apps. This means online collaboration tools, and service tools like ticketing systems, can easily be extended to work with people within and outside your organization.
It’s easier to deliver exceptional service when all the tools you need are in one easy to navigate place. Bring everyone together with a single solution for project management requirements, with flexible and adaptable tools that can be modified to meet the needs of your customers. Create new groups whenever you need to, and migrate old projects with no trouble.
Collaboration and integration go hand in hand. Let’s take a look at just how help desk ticketing software can integrate with your existing business tools!
Integrations with existing tools and channels
Customer data is like gold dust. One of the most valuable resources to a company, customer data can be gathered from a range of sources. Gathering this data efficiently is the key to improving the customer journey and growing your business in a way that is cost-effective. That’s why it’s so important to integrate your existing customer service tools and channels into one easy to use platform.
Let’s start off by breaking down how to implement help desk ticketing software. Although similar to a customer relationship management (CRM) system, it is not identical. Help desks are designed to resolve customer queries, whilst gathering useful customer insights. Whereas, a CRM system concentrates on boosting sales with the provided data. You can begin to implement help desk software with these steps:
- Define your goals
- Understand customer expectations & pain points
- Train & onboard service agents
- Create automated workflow and rules
- Set up knowledge base
- Target & track the right KPIs for your business
- Test & implement ticketing software
Following these steps will help your business to implement help desk ticketing software that delivers exceptional service whilst gathering all-important customer data.
Grouping customer data into one centralized database, like a CRM system, can better equip service teams to understand existing and prospective customers. On average, small businesses have over 100 technology apps outside their CRM system. Gathering all this precious data manually would simply take up too much valuable time. You can integrate your legacy tools without difficulty, and SaaS-ify homegrown apps to create a flexible CRM system and help desk that will do your customers justice.
There are some top CRM integrations that are a must-have for every business, and help desk ticketing is absolutely one of them. Other systems that can be integrated include:
- Live chat – These days, 41% of customers expect your business to offer a live chat service option. Merged live chat solutions can pull information from CRM systems to answer queries quickly, whilst automatically recording new customer data that sales teams can learn from.
- Social media – Taking an omnichannel approach to help desk ticketing increases accessibility and lowers barriers between you and your customers. You can integrate individual management platforms for each channel, so customer data relating to social media is stored in one place.
- Internal messaging – Instant messaging, like email and notes, has become a preferred method of internal messaging for businesses. By integrating internal messaging, the same scheduling and contact base will be shared across teams, which enhances communication amongst employees.
A help desk ticketing tool is there to improve customer satisfaction. How can you know if your ticketing solution is performing as it should if you aren’t measuring satisfaction levels?
When upgrading your ticketing software, you should be looking for comprehensive and advanced analytics features. Detailed analytics enables your customer service team to review its workflow, making any necessary adjustments in order to improve efficiency and performance. Without advanced analytics, your customer service team won’t have any indication of whether they’re moving in the right direction – forward!
Ticketing tools can measure customer satisfaction in a number of ways.
Perhaps the most well-known method is through the customer satisfaction score (CSAT). This number, usually between 1-10, can be retrieved from customers following the resolution of a query. Ticketing enables this information to be gathered conveniently within the existing interaction with the customer, and stored in a centralized data hub.
The Net Promoter Score asks customers how likely they are to recommend your business to others. This score is calculated by subtracting the number of detractors (scores 0-6) from the number of promoters (scores 9-10).
Plenty of customers your service agents interact with won’t leave a review or fill out a score survey. So, how do you measure their levels of satisfaction? The churn rate is the total number of customers that leave your business over time. Your ticketing software should measure this to give an indication of whether customer service standards meet expectations.
Advanced analytics tools are beneficial across your business, identifying trends and gathering insights that can be used for marketing, sales, finance, and management.
Analytics within your ticketing system should measure a number of things. Ticketing software that doesn’t measure what you need it to is no use at all, so it’s important you consider what measurements need to be carried out before deciding on a software.
Here are the types of analytics your ticketing tool should be able to measure, in order to help your business excel.
Descriptive analytics answers the question, “what happened?” It is the simplest form of analytics, allowing you to spot trends and insights into what has happened, or is currently going on.
Just like diagnosing an illness, diagnostic analytics look at why something has happened. This isn’t necessarily always negative, and can help outline processes that work well and achieve great results.
As you can probably figure out, predictive analytics uses data to predict what might happen in the future. This is vital for business forecasting, and pulls from historical data and industry trends to look forward.
Once something has been diagnosed, and the future predicted, it’s time to look at what should be done next. This is taken care of by prescriptive analytics. This type of analytics helps make data driven decisions based on a variety of factors and scenarios.
The above analytics can become complicated very quickly. For the most value to be gained from analytics, a deeper dive is usually needed. This requires a high level of expertise that can be expensive to hire. That’s why finding a help desk ticketing software that can measure these things for you should be high on your to-do list.
As of 2019, nearly every SaaS company offers a mobile version of its original software. Customers live busy lives, and being able to get things done on the go is highly valuable. If your business is able to answer and resolve customer queries via mobile platforms, your agents are more accessible and able to provide a reliable service.
What exactly is a mobile help desk application?
Providing the services and assistance of your desktop help desk, a mobile application platform version enables customers to access customer service from anywhere. More than 65% of people have higher customer service expectations than they did five years ago, so being able to offer help under any circumstance is a must.
Service agents don’t need to be chained to their desks in order to provide excellent service. If you’re a smaller business, perhaps your customer service agents also have other roles within the company. A multitude of responsibilities means they might be required out of the office, or away from their computer. A mobile app version of your help desk tools enables them to respond to customers no matter where they are!
Mobile infrastructure within customer service is an asset for many reasons.
- Flexibility – Agents can deliver outstanding service, taking advantage of all the help desk ticketing tools available, regardless of location or time.
- 24/7 support – It costs money to keep offices open for longer hours. Mobile help desk applications allow businesses to offer round the clock customer support with the expense of running an entire office.
- Accessibility – Providing customers with as many methods to get in contact with your support team is perfect for increased accessibility. Ensure no customer feels cut off or abandoned.
- Remote working – In cases where employees are sick but well enough to work, mobile apps mean they can keep on top of work without infecting a workforce.
Upgrading to a help desk ticketing system that offers mobile applications is easy when you choose a no-code platform like Wavity.
A popular location based marketing technique, geofencing, can actually improve your customer service.
Geofencing uses location based technologies to trigger a targeted marketing action (like text, email, social media advertisement, or push notification) when a person enters a certain geographic location. An application or software can use radio frequency identification (RFID), Wi-Fi, GPS, or cellular data to trigger these actions, while other technologies draw up virtual geographic boundaries, known as geofences. These virtual boundaries can be drawn up on mobile devices from anywhere in the world, meaning this form of location marketing is highly actionable.
This method of location marketing has been proven to increase sales, boost customer engagement, and help businesses to better understand their audience. With people checking their phones on average over 58 times a day, utilizing geofencing can be hugely beneficial to your business.
What does this have to do with help desk ticketing tools? Well, geofencing can actually help to encourage customer feedback, letting service agents know if they’re meeting expectations. Rather than applying a blanket approach, geofencing enables businesses to use a more tailored and targeted approach to gathering customer feedback, making it more likely for customers to engage and respond.
Give Wavity Help Desk Ticketing Solutions a Try
If you want upgraded IT help desk ticketing tools to help your business move forward, look no further. With so much data to analyze, expectations to exceed, and collaborative opportunities to explore, a SaaS no-code help desk solution is the way to go.
You don’t have to rely on expensive developers to move your legacy applications over. Wavity help desk solutions integrate or replace your homegrown apps seamlessly, meaning there’s no interruption as your teams work their customer service magic.
If you want to see for yourself, check out our free trial now! Just click the button at the top of our site.