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Customer service, either on the receiving or the assisting end, can be a hassle. There is a lot of frustration, a lot of time on hold (Americans spend 900 million hours on hold every year!), and a lot of anger over responses, or lack of responses. It's one of the most frustrating aspects of any business.
Thankfully there are tools that can aid in making the job easier for the customer helpdesk: CMS ticketing systems and helpdesk ticketing system software. These tools were set in place to keep track of when customer service tasks entered the queue and how long they had been there, to allow employees to track and manage when and where to assist.
It also simplifies the lives of managers by giving an idea of how many tickets are currently active, and if there needs to be a redistribution of those tickets to ensure that there is adequate support.
Given that company response, times can triple by the afternoon, making frustrations even higher, its good to try and keep customer satisfaction at its best. A happy customer is one that's willing to continue doing business, after all.
There are a lot of work ticket software out there, and so it is difficult to narrow down which system could be classified as among the best ticketing tools. Many have additional features that aren't present in their competitors, like time-management applications, and even some free options online for the starter companies or small businesses that don't have the resources of larger businesses.
These free options do not have the support of paid programs, nor as many features, but do their job well for those companies that may not have the budget for the more standard business programs.
A CMS ticketing system could save a company a lot of time and frustration when dealing with their customers. No one likes being placed on hold, even if it is a necessary evil when dealing with customer support. Anything that can be done to lower the hold time to the barest minimum would be a good showing for your business.
If you have any questions about customer service systems and what they could do for your businesses, reach out to us and we will answer any questions you have!
"We've put 30 years of experience in the IT service industry into creating the most powerful, affordable, and easy to use cloud-based CRM & ticketing system for service companies with technicians in the field.” -- Brian Ford, FacetTRAK CEO