What makes customer support software great? These solutions require more than just dedicated customer support teams – without the necessary features, a ticketing software solution is hampering your efforts. Ticketing software goes far beyond just addressing customer issues, it forms the backbone of customer support operations. So what must-have features make a great customer support ticketing system that ensures success with your customers?

It is a digital world indeed, and one in which software, in its various forms, stands as a vital component of daily life. Also known as “on-demand” software, Software as a Service (SaaS) refers to a licensing and delivery model whereby software is licensed on a subscription basis and hosted centrally. A SaaS cloud-based service is accessible through an internet browser, rather than users needing to download and install software on a PC or business network.

Customer experience (CX) is now more important than ever, and even the White House is taking note: in a move to fix federal customer experience, the Office of Management and Budget will conduct research to better comprehend how people wish to deal with the government at various critical points in their lives. Further proof: findings from an April 2022 survey by TELUS International found that nearly 60% of consumers said they would rather sit in a traffic jam than have a poor customer experience.

From the back office to the boardroom, internal support teams – such as HR, Legal and Facilities – are now front and centre with leadership teams. Not only are they leading company efforts to redesign the workplace, but they’ve also become a vital tool in helping to attract and retain top talent as more and more workers consider leaving their jobs.

Customer support tickets come in various shapes and forms, and from multiple channels – webforms, email, messaging and live chat. When a ticket enters a support team’s inbox, many companies triage it, tagging it based on the topic or urgency, and route it to the appropriate agent or team. This process helps streamline workflows, ensuring the right eyes are on the right ticket, and issues are resolved as quickly and accurately as possible.

Did you know that the average bounce rate for most websites falls somewhere between 26% and 70%? This means that up to two-thirds of website visitors only view one page and don’t take any action before leaving a website. In other words, most of the people who land on a website will not translate into customers. However, there are ways to battle the bounce rate with the help of conversion rate optimisation, or CRO.

If you’re looking for an upward career movement in customer service, you need to be prepared to deal with difficult situations from day one. Be it face-to-face, over phone, email or even chat, whenever something goes wrong, a customer service manager will be the first point of contact for customer support agents trying to solve uncommon or complicated customer problems.

Proactive and supportive customers, gamers are extremely loyal – to others in their community, and to the games they know and love. This strong sense of being part of a like-minded community and social element is what draws many to the pursuit, all while being afforded the freedom to take risks, progress towards set goals, and a chance to fail, while in a safe space.

If you are looking for a way to improve your company’s performance, customer service outsourcing is the ace under your sleeve! As a company owner, all the decisions you make can have a significant impact on consumer behavior. And, ultimately, your company’s profits. That’s why it’s so vital to offer good customer service at every stage of the customer experience. Be ready to build a customer support team!

Companies that excel at customer experience have been shown to drive revenues 4-8% higher than their competitors. This increase can be attributed to a variety of benefits that arise from improving CX. First, a great customer experience leads to higher loyalty rates. Second, 86% of buyers are willing to pay more for a great customer experience, according to research from PWC. Additionally, people who enjoy their customer care typically tell others about it.