We hope that you aren’t looking for an introduction to BPO industry as it has always been the strongest pillar of IT sector. From small companies to multinationals, everyone is opting for the call centre’s help desk services because they know that the customers might face technical issues, as nothing is perfect in this world. For those who aren’t aware of, most of the help desk call centres use ticketing system so that they can offer reliable services to the customers in a swift manner.

If you are one of those people who want to know how ticketing support services can be helpful for the businesses, following points will help you out for sure:

Ø Self-service portal

The self-service portal system not only ensures that customers can avail the services without any hassle but also helps in boosting the productivity of every help desk call centre. Attention-grabbing point is that it allows the consumers to submit the tickets directly without interacting with the agents. In addition to this, it increases the speed of ticket intake process and that leads to the delivery of a fast solution.

Ø Let customers see the status of tickets

Nowadays, every customer wants the quick response to their queries so that they use the product again without any hassle. The best thing about every help desk call centre is they allow the customers to see the processing of their ticket like it is received or not, in how much time they will get the solution etc. Additionally, it not only ensures the better CSAT score but also keeps the retention rate in check.

Ø Powerful search engines

If you are running a business, you are always supposed to provide quick resolution to your customers. That’s the main reason why most of the companies go for the BPO’s services. Nowadays, every help desk call centre is well-equipped with the powerful search engines that not only help the agents in providing the vital information to the consumers but also enhance the business’s productivity. Needless to say, customer’s satisfaction level is dependent on the time you take to solve their queries.

Ø 24/7 live support on multiple channels

As we know that, live support is very necessary as no one knows that when the technical issues can strike and halt the work. The factor that makes every help desk call centre more demanding is the availability on multiple channels including phone, website, email etc. This thing enhances the consumer’s experience as they can avail the technical aid on their preferred mediums.

Ø Technicians get assigned as per SLAs

If you are an owner of BPO firm, you can understand that every issue is different and that’s why they get categorized from trivial to showstopper. Usually, service level agreement (SLA) is used as it helps in prioritizing the tickets quickly. After this, technician starts their work accordingly. To increase the productivity, BPO firms usually make different teams to handle different tickets so that nothing leads to the wastage of time.

Ø Reopening of tickets

Reopening of tickets may come as surprise to you but it is very necessary. Sometimes, customers don’t get the proper information or their issues don’t get resolved due to some reason. The good thing is that BPO firms always believe in delivering the quality services. In addition, these BPO companies inform the customers whenever they reopen the ticket so that nothing can fluctuate the CSAT score.

Ø Products database

If you are running a business, it is obvious that you are selling multiple products. Explaining every product description to the helpdesk staff seems a hectic task. And here, the importance of ticketing system gets enhanced as it has the database of all the products that help the agents while providing the instant services to the customers.

Final Few Words:

This article is written in a detailed manner so that you can understand the importance of ticketing support services of help desk call centre. But, if you think that the given information isn’t enough or have some suggestions for us, mention it in our comment section. And yes, don’t forget to follow us.