Since 2012, Eric owns a small business that sells top second-hand items online. As a web-based vendor of these second-hand items, he employs about 20 people that review and evaluate the items before they are put on sale and answer customer queries and complaints, and discuss with original owners of the items and consigners about sale arrangements. Eric keeps a small office in New York for his employees. He is asking about the best ticket management software that his employees can use. He asks—
“Hi, what is the best ticket management software for a small B2C company like ours? Or do you have good tips for us when considering the best product out there? I am very interested in getting one given that my company is growing and dealing with consumers is getting more difficult. I really want to automate our customer support process. Thanks.” – Eric, NY
Thanks Eric for your question. Before we tackle your question, you may find our side-by-side comparison of the outstanding accounting applications for your small business.
When looking for the best ticket management software application out there, here are a few important factors you should consider:
Your help desk team should be able use the ticket management software program without having to take extra seminars or trainings. It should be user-friendly because if not, what is the use of getting it?
The ticket management software application should also be up-to-date technologically, meaning it can seamlessly integrate with other existing applications you are using and that it is ready to use by the staff as soon as possible.
When buying the best ticket management software for your business, look for the software that can further boost your help desk team’s efforts to provide the best service. The software program should be able to improve your efficiency and value, offering various features to answer customer complaints and inquiries, save important data, and provide troubleshooting tactics for the most frequently asked questions.
The ticket management software you are getting should be able to help you with customer satisfaction, increased staff productivity, lesser complaints and inquiries, and the ability to deal with issues more effectively regarding your products and services.
It should be able to give you metrics on how well your company’s help desk team is handling the customer issues and concerns.
Another consideration is that the ticket management software is adept and flexible enough for your help desk team to quickly and effectively delegate a customer inquiry or ticket to the right department or team. It should allow you to track and handle tickets much better.
The software program should allow you to automate and streamline the ticket management process in order to boost your productivity and efficiency.
Capterra, which finds good software programs for business, has a listing of the outstanding ticket management software applications which you can check out. It also ranks the ticket management applications according to reviews.
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