Tag: CustomerSatisfaction

Effective Ticketing Software

An effective ticketing software can be the key to providing great customer service and help streamline your whole business if rolled out across different departments and sections. Customers’ expectations of support have never been higher with technology and industry standards being set. It is crucial that all organisations invest in their customer support to ensure they not only meet their customers’ expectations but exceed them.

When your organisation is looking to set up a ticketing system or seeking an improved software from the one you currently use there are a few features you should keep in mind while undertaking your search. A few of the most important include:

Ensure Support Tickets are Assigned to the Appropriate Staff

One of the biggest delay in response times is the inability for a ticketing system to auto-assign a ticket to the relevant member of a support team. This is particularly evident in organisations that have a wide range of specialists within their support team.

For some support issues, more than one agent may need to be involved and even sometimes from different departments. Having a ticketing software that is versatile across different departments makes the process of escalating issues and seeking information from other members of your team substantially easier and more efficient for staff. An easier and more efficient internal process can only improve the results for customers.

Respond to Requests Through Multiple Popular Channels

In the same way that customer support tickets can come with many different issues, those requests can come from many different channels. By allowing your customers to reach you by their preferred method improves the helpful impression you give your customers every day. Think twitter, live chat, email or phone, all methods should return a universal response therefore a software that can integrate with all potential channels is your best option.

You don’t want to have to handle request through each channel differently. Any customer support request can be created as a ticket from any channel and organised on one platform. This will ensure that a support request never slips through the cracks and unattended to.

In Depth Reporting

In Depth Reporting is an aspect of a ticketing system that regularly gets overlooked. In order to improve support operations, it is essential to be able to analysis your team’s effort. Choosing a ticket solution that provides in-depth stats can really change how effective a support service is and make target setting an easy task. A couple of metrics that managers and team leaders like to see include:

  • Staff time tracking reports
  • Ticket response reports
  • Client feedback reports
  • Top performers on the support team

The above-mentioned metrics aren’t the only reporting aspects that can be gathered, the options are endless and just about any data gathered could be tracked and therefore reported on within NetHelpDesk.

Conclusion

The ticketing software that you use has a huge bearing on how your organisation interacts with your customers and how various departments from within your organisation can interact with ease using the same system.

By choosing a solution with the features like auto-assign of tickets, in-depth report and support through multiple channels it gives your organisation the tools to create a successful support workflow. By providing your team with a system that allows them to bring about such success it will help motivate and make them more productive to produce all in all a better workplace.

Why not get a free trial of NetHelpDesk and see all what it can do for your organisation here

3 Steps to Invaluable Customer Feedback

Understanding the satisfaction levels of your customers is essential for any business. Whether this is in terms of customer retention or for making your service appealing to new customers, the thoughts of existing users are invaluable. Throughout this post I will take you through how to begin gathering customer feedback and the best channels to optimize results.

Where to begin?

The start is the most challenging part of any project. I am as guilty as anyone when it comes to overthinking the initial steps (he says whilst rewriting the opening paragraph of this blog!). When it comes to feedback, however, the options of where to begin are almost limitless. Is it best to use an online survey? Or maybe visit the customers in person? The source of the feedback should not be the initial concern, it should why you need it.

The question of why. Why are we going to all this effort? To gain valuable data, a clear plan is needed from the start and by making this plan, the data will have added significance. Although the importance of having a plan is necessary, this doesn’t mean that this needs to take hours or be of any real length. It can be as simple as a single line, such as: ‘How do we compete with our main rivals?’ or ‘Why we are losing so many customers each year?’. This gives us a focal point to bind our research around and provides a target for our questions.

 

Project beginning

1. Start Simple – Emails

Just because it is simple, doesn’t mean it can’t be effective. If it works, it will save you a lot of time and potential expense. Almost every campaign without fail, I would start with sending out an email to a large group of users. This does not need to be complicated. In fact, simpler the better.

‘Hi Tony, Just doing a quick email round to see if there is anything we can do to improve our service. How are you finding everything? Any concerns or improvements you would suggest? Many thanks, Tom’.

If this is something you have never tried, then you will pleasantly surprised by how willing customers are to give you feedback. Unless prompted, it is unlikely they would be forthcoming with valuable information, such as this. Once responses are collated, then you can start to analyse trends.

Trend analysis sounds complicated. It isn’t. Just read through the responses and see if anything keeps on coming up. If you don’t spot anything, then the answers you are looking for are unlikely to be in the email responses. This leads nicely onto stage 2. If you have already found what the answers you are looking for, then you may choose not to continue with stages 2 and 3 (But don’t stop reading now…)

sending a feedback email

2. Single Click Feedback

Time to pimp up your emails.

If you use NetHelpDesk, single click feedback and customer surveys can both be added to your email templates, if not there are other great tools such as Customer Thermometer, which can achieve similar results.

Single click feedback is the process of adding images (smiley faces) to your emails, which when clicked immediately log a satisfaction level. The single most important benefit, is the ease to the user of giving feedback. Who actually wants to sit filling out a long survey form? With the feedback, one click and this gives you an indication of the customers happiness – you can expect a level of engagement of around 50%! Once clicked, this will take the user to a web page where they can add additional comments. Simple, yet an invaluable tool in your quest for customer satisfaction.

Emails complete. You will now have knowledge from the widest range of your users and the highest engagement rate. However still need more information? Stage 3.

help-desk-software-feedback

3. Direct Engagement

Emails give you a great overview of satisfaction and will give you range of responses to investigate further. This is where direct engagement comes in. Although this can be time consuming, the email campaigns should give you a group of users to focus upon. Once you know who you need to talk to then you need to decided whether this is a phone call, on site visit or a focus group. This depends on your preference, budget and how business critical the research is.

Direct engagement allows for you to go into far greater details on points outlined in the emails and really focus in on your initial question of ‘Why’ you are getting feedback in the first place. Mission complete. Research obtained. Now to use this knowledge to further your business.