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The customer comes first. We all know this old adage, however, we need to reposition it within the modern digital age. That is where HubSpot's Help Desk Ticket Management System comes into play.
Properly managed customer service remains crucial - not only for customer satisfaction but for improving productivity and overall business growth. This article explores the 4 main features of the HubSpot Help Desk Ticket Management System that will help you streamline your customer service support process.
What is a Ticket Management System?
It’s a piece of software that modernises the handling of customer service requests and complaints from inception to resolution. The goal is to simplify the process with efficient and timely responses to assist the customer, and in turn, your business.
What Makes HubSpot’s Ticket Management System Stand Out?
You can manage your customers expectations all within the same space. Organise, categorise and prioritise customer complaints with automations that help your team put the customer first. This customer-focused approach helps support teams deliver accurate and tailored responses in a timely manner - all while being tracked in the system with action oriented metrics.
A ticket management system like the HubSpot Help Desk centres around customer needs. This ensures that customer service not only meet and anticipate customer requirements, but goes the extra mile to retain and delight.
So what's the big takeaway? Give your customers what they want when they want it and you will significantly boost satisfaction and loyalty.
The 4 Main Features of HubSpot's Ticket Management System
The HubSpot Help Desk has numerous features, but here are the main four that build the foundation of the ticket management system.
1. A Centralised Ticket Dashboard
Have a birds-eye view of all interactions between your support agents and customers. It’s a unified, all-in-one overview that enables you to track ticket statuses, history and all relevant communication channels.
Everything is customisable. Want to see things in a very specific way? Create your own dashboards that fit the various bespoke team roles and responsibilities so that your team sees only what they need to know.
2. Ticket Workflows for Automation
If you are able to categorise and prioritise the nature and complexity of the issues that come in, you are able to set up automations that facilitate this. The outcome of automating tasks and follow-ups based on predefined rules is a significant improvement in the quality of the ticket resolutions, as well as the time sensitivity of it.
However, it's extremely important to keep it simple, especially starting out. We by no means want to get rid of the ever so important human touch when it comes to dealing with unhappy customers. Automate the routine day to day tasks, not the human interaction. If a client or customer is unhappy and they are met with multiple automated responses, you can imagine what their perception of your business will be.
3. Support Across All Communication Channels
Having multiple clear and open communication channels has never been easier to manage than with HubSpots Help Desk. You can with a couple of clicks connect your email, chat, social media and forms to all exists in one place. The ability to track communication across all these channels with a birds-eye view has a massive impact on customer satisfaction.
No query is ever missed, and no request is ever duplicated when received from multiple channels.
4. Customer Service Reporting
You need actionable insights of your support team. Without it, you will not be able to improve your service process to delight your customers. The reporting features in HubSpot is the best you can get when it comes to customisability. Create detailed reports that highlight metrics like ticket resolution times and agent productivity across all communication channels.
Make reporting dashboards your own. Bespoke, customised dashboards allow for deep dives into data trends, pinpointing opportunities for intervention and growth.
Final Thoughts
The success of your company depends on its customer service. Make use of HubSpots Help Desk Ticket Management System and transform the way you look at customer service. It’s expertly crafted to enhance customer interactions, set up automations and provide actionable insights via customised reports and dashboards.
