When you are running a business of any size, customer service is a critical part of the operation. After all, without your customers, the business would not be able to operate. How to best manage those contacts is part of the business that can always be streamlined but with the right tools, you can handle you internal and external customers quickly and keep them happy.
Internal Contacts
When you have a large operation that works in departments or divisions, communication between the departments is important. Having a system that allows you to create support or contact tickets is one way to simplify the process and keep everybody involved in the communication on the same page. A system that allows documentation of the status of issues helps keep a record of the progress being made on projects or solutions related to the original issue.
External Customers
When you are dealing with external customers in a support or customer service role, it is important that you have a system in place that will allow you to document solutions to problems, fixes, and research being done to provide the answers that the customer needs. A ticketing system is a good option because the customer can submit the request for help and track the progress though the software. It is important that the person working on the problem documents what they are doing to resolve the issue or the customer will not be able to monitor it.
Software Solutions
There are a lot of options out there that can help you with setting up a system that works for your needs. From free software packages to highly customized software suites that can be tailored to your needs, most of these products are similar at the core but have very different features. Researching the software available is important. Try and define your needs and goals before you start shopping for software for your company. If you know what you want and what you need it to do, it will be easier to spot the product that is right for you.
Support For Your Software
Just as you need to provide customer service or support for your product, you want to find a company that can offer you support for the software you are getting from them. If they don't offer support to the product, move onto another option. Even if their product seems the best, you will become frustrated quickly if it is not working and you can not get help to work out the bugs. Ticketing marketing software should be easy to use but you have to have resources to help if things are not going as they should.
Share11 July 2017
When I was in college, I was offered a part-time job in the office of admissions. Because I’d never had a job before, I was excited. Immediately, I was impressed with my boss. She was a young marketing graduate who had attained success early in her career. She was professional, experienced, and polished. She came to work early; and, she went home late. After working with her for a few months, I was saddened when she accepted a position in the admissions department of a more prestigious university. However, her work ethic and dedication to her marketing career inspired me. On this blog, you will discover several tips to help you launch a successful career in marketing.
