Why Issue Tracking System is a vital component of any Help Desk
Smart businesses rely on customers to tell them what’s working and what’s not, what they like and what they don’t, what they want and what they need. Without this vital customer feedback, most companies are groping in the dark. It’s therefore critical to collect, track, organize, archive and analyze this information carefully.
Your company’s customer-facing point-person needs to know the answers to these critical questions:
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How are customer issues or questions collected?
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Is it easy or difficult for your customers to contact you with issues and questions?
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What happens if a customer issue or question is reported but it can’t be addressed immediately?
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How will you know if a customer question or issue has been addressed? Has it been addressed properly?
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If you need to revisit a customer’s question or issue, where is that communication stored? Is it secure?
Without a well-planned and well-implemented system in place, you may lose valuable information that can help you improve your product and your company’s standing with your customers.
More important questions to answer:
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What happens when someone on your staff begins working on a customer's issue but can’t resolve it?
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What happens when the solution you’ve provided doesn’t work?
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What happens when the solution you’ve provided causes a problem elsewhere?
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How do you retrieve, report on and analyze the communications you’ve received?
The LiveHelpNow ticket system answers all of these questions. It gives you an easily-managed queue of all customer enquiries and organizes them by status, owner and originator. No matter how many tickets you receive, the system allows you to track, respond to, transfer, escalate and ultimately resolve them in an organized, clear and customizable way. It is not a mere email inbox but a searchable, color-coded and filterable archive of your clients’ issues and questions – and your responses and solutions -- accessible to your agents anywhere via a secure web login.
LiveHelpNow’s issue tracking system makes it easy for your customers when they need help and gives you the power to help them efficiently. Your clients will appreciate the quality of your service and you will have the customer input you need to move your company forward.