Check out our demo installation and give it a test drive!
One of the biggest time sinks for managers is handling customer complaints. On average, a workplace manager spends 25% to 40% of their time dealing with conflicts. Sometimes they might know all the details of the issues, they might have well-documented emails with all the information they need. But, often, they have to search through piles of them to find what they need.
So how do you save your managers, or even just the helpdesk employees, time and make the process more efficient? A CMS ticketing system.
A CMS ticketing system can do wonders for your customer helpdesk, and for a number of reasons. It's one of the best process management software investments a company can make.
Here are a few benefits of a helpdesk ticketing system software that you may not have thought of:
A CMS ticketing system can allow your company and its employees to respond to requests with much less effort than other systems. This increases the efficiency of your company and means fewer hours required to handle all of your customer requests.
Efficiency can also mean fewer mistakes. Which is something both you and your customers, will be thankful for.
Perhaps the biggest reason that a ticketing system is the best process management software is the increase in the level of organization that comes from it. Email accounts can become very messy and difficult to maintain as the load increases. Ticket management software is designed to handle this load. It can keep each request sorted by customer, and ranked by importance or time.
It can keep track of what needs to be done, or what has been done, meaning less time spent combing through emails. And, if you need someone else to step in on the ticket instead of the current employee, for whatever reason, you just redirect the task. All the notes are there.
Each member of your support staff has an area of expertise. They each have something that they are interested in or an area in which they have a lot of experience, and thus could have the best possible results in.
Work ticket software can take advantage of that fact and can allow a customer to select the topic of a support request, which then will route it to a specific person. If the wrong category is chosen, the employee who receives it can reroute it to the proper person. Saving time on answering any questions they may not know.
These are just some of the reasons that a CMS ticketing system is one of the best process management software for any business. If you have any questions about this software, contact us. We'll be happy to help.
"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