4 Ways to Use Ticketing Software to Boost Customer Engagement

What is the often-overlooked aspect of business development? It is undoubtedly customer satisfaction. It is one of the most essential components of any business, and the understanding is pretty simple. When you have the support of satisfied customers for a long time, it eventually shows the brand loyalty. On the other hand, unsatisfied customers may take a U-turn and land on your competitors’ side. There are plenty of tactics to improve the rates of customer satisfaction. However, do you have any idea about the clever tactic? Well, you need to use ticketing software.

Ticketing system of help desk software basically allows you to track customer’s complaints and interactions by generating a ticket. The procedure is simple and application is easy to use. All the relevant information is available in the database that allows the support team to offer valuable support to the customers as and when needed. With improved customer’s experience, there will be positive impact on satisfaction, loyalty, and company’s revenue.

How to use ticketing system for customer engagement?

There are different ways to use the software to boost the customer engagement. Once you apply them, you can experience great number of benefits. Let us check out the major four methods as follows.

1. Keep your customers updated

Gone are the days when customers use to call for help and wait till the team answers. Now, customers look for immediate answers to their questions. Besides answering them, it is also important to update them at regular intervals. Providing updates through live chat or email is easy these days. Also, it can be done immediately with not much formality. As per a study, live chats when used in the organizations have increased about 45% of the conversions. It clearly means greater revenue and more customers in the long run for the business. Although it looks small, one should never keep the customers dissatisfied. It also brings the customers back, which is always a great thing for any business.

1. Customize customer support

Customers who come for support look for best treatment. One of the benefits of help desk software is it saves all the data of customers and keeps the record. The information includes personal interest of customers, their location, their marketing touch, their past tickets, and so on. When the support team has entire information, they can treat the customer’s issue in a better way. They can customize the solution with the information to offer the best experience and create a great rapport as well.

When customers are actually treated like kings, they will come to you again. As per research, 80% of customers can even pay more just to get a personalized experience. All these can be done through help desk ticketing software.

1. Monitor and improve

In order to improve, you need to measure your performance. It goes the same with improving customer engagement too. Performance measurement helps the team to figure out the strengths as well as the weaknesses for further improvement. In order to maintain customer satisfaction at high level, best customer support has to be offered. In order to impress your customers, use the ticketing software to measure and improve the customer service for every customer.

Some of the tactics to use include survey results, ticket backlog, informative article ranking, average response time, first response resolution rate, adherence to SLA, and lots more. With all the information on tips, the support team can create strategies and make data driven decisions.

1. Integrated customer experience

Irrespective of who the customer is, the help desk software will offer unified and integrated experience to one and all. Few years ago, an employee in the support team had to search for the information to answer the customer. It is not the same now. A simple search through the old tickets in the system will offer you all the data of the specific customer. It saves time and eliminates the effort as well. Modern software will help the customer support team to offer easy solutions to any questions with utmost ease.

Ticketing software has turned out to be the innovative method to enhance customer engagement and improve it with time. By prioritizing the issues, making the system personalized, and focusing on immediate solving the cases, the organizations are able to streamline the entire process. In addition, when your customers are informed about anything and everything, there will be more than satisfied with you. A unified and integrated system will make your organization best among the rest in the industry, which will help you sustain high competition as well. You can win all of this just by installing the right help desk ticketing software, understanding its features, learning how to use it, and applying it at every step of the way.

Vaishali Gopi is an enthusiastic Digital Marketer who has keen interest towards customer support management and related stuff and voices about it frequently.