Help desk ticketing software enables businesses to manage and resolve client issues effectively through ticket management embedded in an automated complaint resolution process. Businesses use ticketing software for two main reasons – to enhance the productivity of their client support teams and to increase customer satisfaction.
If you are looking to automate customer support in your business, here are the top five help desk ticketing software to consider.
This cloud-based ticketing software provides an array of features that enable businesses to enhance customer satisfaction and experience with ease. Businesses can utilize features such as shared inbox, chat window and knowledge base to facilitate fast resolution of issues and seamless collaboration.
Businesses can even simplify the process of managing customer emails by allowing categorization of support emails using internal notes, labels, and priorities. This enables customer support teams to provide timely responses and resolve issues with speed. The shared inbox feature allows client teams access to customer trouble tickets, including their status – whether they are being addressed, resolved or waiting to be addressed.
All interactions between clients and support teams are visible to all agents and it is possible to track every customer issue or request. This makes it possible for client support teams to adopt effective approaches to resolving tickets faster; leading to increased customer satisfaction.
In addition, ProProfs allows for automation of ticket generation process so that instead of investing time in the creation of manual tickets, customer teams can focus on priority tasks. This increases the productivity and effectiveness of client teams which means they are able to address and resolve more tickets.
2. Vivantio Help Desk
This help desk software is both flexible and focused, enabling businesses to provide quality customer service to their clients. The software comes with features such as automated workflows, client management, integrated email system, and customized web-based self-service that ensure end-users get reliable and fast support services. Businesses can tap into the client management feature to aggressively meet the needs of their clients. Using the integrated email system, the software is able to monitor all communication and messages, both from clients and help desk staff.
This makes it possible for client support teams to access all communications from a central location and take appropriate actions in a timely manner. Beyond the integrated communication system, Vivantio features automation processes that facilitate ticket escalation and routing as well as workflow scheduling that allows businesses to make interdepartmental processes such as employee recruitment simple and effective.
Further, Vivantio is designed to provide customers access to self-help documents that are easily searchable. This makes it easy for them to resolve their issues without necessarily reaching out to the customer support staff. At the same time, the software provides different kinds of tickets that can be configured individually and customized to suit your business needs. It also enables businesses to send service requests to teams or departments outside the conventional customer service departments.
This web-based and in-app ticketing software is ideal for businesses that offer customer support through mobile or web-based applications. It offers scalable solutions that are aimed at resolving customer queries, issues or requests through advanced messaging tools while enhancing two-way communication.
By employing Helpshift, businesses can automate customer support tasks, enabling client teams to segment incoming tickets and customers based on language, priority, topic, and issue status for a faster response. The smart segmentation function embedded in the software enables businesses to identify high-value clients before prioritizing support to them. The software then sends automated responses to app users, enabling businesses to enhance customer retention and loyalty.
Beyond smart segmentation, Helpshift offers a chatbot feature that businesses can use to reduce the volume of incoming customer support requests. The chatbots allow businesses to instantly resolve customer issues without having to contact client support staff. Through chatbots, businesses can also gather customer information and link them to the knowledge base for quick resolution of issues.
4. ManageEngine ServiceDesk Plus
This ticketing software is ideal for IT businesses that want to deliver incredible customer service to their clients. It comes with great visibility and allows users access to a central control feature that makes it easier to manage IT issues. This way customers don’t suffer downtime. A few of the features that differentiate ManageEngine ServiceDesk Plus from others are self-service portal, automated ticket dispatch, service level agreement, incident management, and project management.
The self-service portal allows businesses to create requests with ease, send automated notifications to customers with updates on progress in resolving their tickets, and send outage notices to all employees in the company. Besides this, businesses can create a knowledge base that empowers customers to solve repetitive problems and reduce ticket volumes. The knowledge base comes with a search function that makes it easy for users to narrow their search. Businesses are able to assign tickets automatically based on the availability of technicians.
The software also enables businesses to enhance agent productivity, reduce outages, and meet service level agreements through automated workflows. The software helps businesses to manage problems and reduce repeat incidents by classifying and analyzing the root causes of problems.
5. Mojo Help Desk
This is a hosted ticket tracking software that enables businesses to assign, monitor, centralize internal tasks, and customer requests. The software provides businesses with an array of features that make it easy to manage customer tickets. Such features include customizable ticket forms, in-built performance tracking, email integration, automatic case routing, and ticket centralization. Mojo allows customers to submit requests fast on email or directly into a simple web interface.
Using the automatic case routing feature, the software quickly assigns the issues to the client support team for quick resolution. All messages sent to customers are presented in a discussion-like thread which ensures the team does not lose track of any requests. The software also comes with an in-built client satisfaction rating that allows businesses to track response times and customer satisfaction.
Help desk ticketing software enables businesses to automate the ticket creation process, synchronize their customer support interface, and create knowledge repositories. As a result, they are able to resolve customer complaints fast, keep their customers updated and support them through multiple channels. Ultimately, this leads to increased customer satisfaction and loyalty; driving growth for your business.
Dwayne Charrington is a technical writer currently associated with ProProfs Help Desk. He possesses hands-on experience in writing for the customer service industry. Dwayne is insightful when it comes to industrial challenges, emerging customer service trends, and how businesses overcome related challenges. Dwayne likes drawing connections between different industries and entities while designing his blogs.