There is a wide range of various ticketing software tools available on the market. Thus, choosing the right one for your business can be an overwhelming, challenging, and time-consuming task. Whether you’re already struggling with a bad-fit solution or are just starting to research the options and evaluate platforms; you will likely encounter a host of providers claiming their product is better than those of competitors. Making an informed choice starts well before comparing feature lists. Below is an 8-step, ticketing system checklist to pick up the most appropriate ticket management system for your business.
Your support team is the one that will use the ticketing system constantly and rely on it heavily. Therefore, as the first step, you might want to talk to the members of your team and gather some input. For instance, the problems they are currently facing and what kind of ticketing system solution would they prefer. Therefore, you can determine which software would allow them to support customers better. Moreover, simplifying their daily routine and increasing productivity.
While your main concern will be finding a ticketing software tool that maximizes the efficiency of your support team; you also want to determine which solution will enable them to deliver a seamless and consistent customer service experience. Think of an ideal customer support interaction. What is your current service experience like from your customer’s perspective? Which features and functionalities of a ticketing system can help your team improve the customer experience?
A number of small businesses ignore ticketing software assuming that they can’t afford it. However, certain ticketing tools target large enterprises and have higher subscription plans. There are also lots of others that are great for SMBs and are much more reasonably priced. If cost is a critical factor for your organization; set a budget and research the options meeting your budget limits. If a tool doesn’t offer what you need within it, move on to evaluating the next one.
Think of the ticketing software type that is the most appropriate for the size and the needs of your business. Here are the types of ticketing system; Cloud-based and web-based (SaaS) solutions are typically better suited for small and mid-sized businesses as they are easier to install and use, offer great scalability and flexibility, can be implemented at low cost, doesn’t need to be installed on your own server, and don’t require an in-house IT expertise to manage them. Whereas on-premises, enterprise, and open-source systems are mostly preferred by large organizations that want to have full control over data security and privacy of the information as these solutions are hosted locally on the customer’s own server. Those are also more costly and harder to implement.
Create a list of essential (must-have) and non-essential (nice-to-have) features. Therefore, you can narrow down your choice of software vendors, and use it when comparing different tools. If you are struggling with the list, ask your customer support team to write down; all the features that come to their mind and which they would consider helpful. Then place them into either of the two columns to make a proper ticketing system feature checklist:
If you are offering a variety of customer support options, the tool’s ability to consolidate all incoming requests from multiple channels into a single centralized inbox should be on top of must-have features.
Automation capabilities are also essential for a robust ticket management system. This ensures tickets are always routed to the right agents which enable fast and efficient resolution.
Collaboration features, tagging, canned replies, SLA management, reporting, and analytics might as well be critical for your customer support team. Other important factors to consider along with feature selection; ease of implementation and use, customization possibilities, security and privacy of data, availability of tool support.
When evaluating the options pay attention to the tool’s scalability. Can it grow with your business so that you could switch to a higher subscription plan? It’s also essential to ensure the ticket management solution integrates well with the software tools you use across your organization. Such as e-commerce or payment processing systems, customer relationship management software, online analytics, etc.
Shortlist potential ticketing software providers matching your desired set of must-have features and offering pricing plans that fit your budget. Once you have a couple of options to try, sign up for a Free Trial to test-drive each solution. Thus, you can see which one best suits your requirements. Take into account, however, that some vendors don’t provide free access to all the features available with the tool. Involve your customer support team to test each ticketing system. The best solution will be the one they are able to easily pick up and run with.
Testing trials are really helpful. However, you aren’t going to be able to use the tool the same way when handling real customer requests at your full volume. Therefore, to have a more complete picture; it makes sense to additionally check user reviews (on websites like Capterra or G2Crowd). This way you can see how customers of different ticketing systems; talk about their experience and what they enjoy and dislike about the software they use. Apart from top-rated reviews, make sure to look at the negative ones too (if any). Thus, you can understand where the tool falls short and which potential issues you might face.
Getting the right ticket management solution is a great investment in your service team, your customers, and, ultimately, your company. By thoughtfully and carefully considering ticketing software tools and selecting the best fit for your organization; you’ll set your team up for success and improve the service experience for your customers.
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