How easy will it be to implement your ticketing software?

Businesses usually opt for e-mail as a form of customer support. One e-mail id gradually grows into a social media handle box and then further expands alongside the business. Now with multiple channels, one person responding to all queries is a difficult and certainly inefficient picture. With business growth comes a team expansion. Maybe two or three agents join the customer support team. Still, managing queries from various channels continue to be inefficient. 

If you are wondering, why not have a single inbox for omnichannel communication? It’s time you switched to modern ticketing software to boost operational efficiency.

Can I create ticketing software?

Ticketing software is more than responding to customer queries. It’s troubleshooting. Agents are trained to respond to customers, help them find solutions that range from understanding your business’s product/service to resolving an error. A business in the initial stages of growth might be able to handle a hundred queries via e-mail but customers won’t wait around all day for you to get through all those messages. Customers don’t know how many queries you receive on average and they are worried about their problem getting resolved first. So, using an excel sheet and e-mail is not enough. You need to offer great customer service and be able to solve problems that customers cannot solve on their own.

Even if it is one agent attending to customers, establishing a process is the way forward, and here’s where ticketing software can help you. 

How do I implement ticketing software?

Here’s how you begin implementing ticketing software:

#1 Goal setting

Yes, the primary goal is providing the best customer experience and support. But as a business, you can have more defined goals. For instance, reducing the number of tickets raised, prioritizing tickets, responding in the shortest time, resolving a set number of tickets in maximum time, etc. 

Numerous ticketing software options are available but you can identify the best for you based on the goals you want to achieve.

#2 My customer pain points

To understand why you should implement ticketing software, being mindful of your customer’s pain points is a good start. Are customers tired of waiting for a response? Do customers want a headstart and resolve the issue on their own? Are issues repetitive?

#3 Train agents to mirror the best service

At the end of the day, your agents are going to use the ticketing software. No matter how much you spend on integrating the best and most expensive software, without proper training, the cause will be lost. Agents should know how to enter customer details, create tickets, meet SLAs and resolve issues on the go if required.

#4 ‘Can do it’ knowledge base

A knowledge base can be useful for customers and agents. From a customer perspective, a knowledge base will help them find answers instantly. As for an agent, if the team collaboratively shares resolution techniques, efficiency will improve.

Which ticketing software should I use?

To understand why Kapture Ticketing Software is the best for your business, here’s a brief overview of the features available.

• Omnichannel support: agents can view communications from various channels in one inbox.
• Improved collaboration: one shared inbox for omnichannel communication.

• Reduced cost: Automating tedious processes saves time that can be utilized to resolve more tickets.

• Achieve customer satisfaction: customers will be happiest when agents promptly and swiftly help resolve their issues. With Kapture’s dashboard, this is possible.

• Clouse hosting: Kapture is a SaaS ticketing software model, making it easier to store data in the cloud. Kapture takes the responsibility of hosting the software easily.

• Compatibility: Kapture software is compatible with desktops, laptops, and mobile phones and has a feature via which agents can respond to tickets on the go.

• Customization: Kapture offers customization options that suit your business model.

How easy is implementing ticketing software?

Customer support plays a major role for every business. Having said this, simplified ticketing software is the best. A user-friendly interface will save time, both for agents and customers contacting them.

The ease of implementing ticketing software depends on the brand chosen. Picking a good ticketing software need not always mean that it is easy to use too. If you want the best of both, check out Kapture Ticketing Software.

Issues during implementation? No worries!

Kapture provides 24x7 support alongside ticketing software that is customizable to fit your requirements. Are you ready to impress your customers with unbelievable support and quick ticket resolution? 

Get a FREE demo today or speak to an expert to discuss what your business needs and how Kapture can deliver everything you are looking for!