CRM Helpdesk Ticketing System

CRM Helpdesk Ticketing System

CRM Helpdesk Ticketing System is a system to stay competitive, no matter what industry role you are. In today’s world, customers are astronomical, and they want to be in charge of most of the things. 

If you have read our former articles, you will by now, know what a Helpdesk System is and what a CRM System is.

In this article, we are going to talk about how Helpdesk is integrated with a CRM system to make things easier for you.

CRM Helpdesk Ticketing System

CRM helpdesk software is a tool that allows your business to increase its customer retention rate by providing top class service. Companies that have used the CRM helpdesk ticketing system have reported a very high increase in their customer lifecycle time. 

How does the CRM Helpdesk Ticketing System work

How does the CRM Helpdesk Ticketing System work
How does the CRM Helpdesk Ticketing System work
  • A customer reaches out to the company with his query or issue or even to request a refund.
  • At that moment, a helpdesk ticket is generated by the team in the company to track the progress of that particular query or issue.
  • Now, the main motive is to make sure that the issue is resolved or the query is answered at any cost.
  • Once the above is done, the ticket is closed. 

Integrating your Helpdesk with the CRM software will allow you to track tickets that originate from different sources either in or out of your website. 

CRM helpdesk is integrated software that allows you to collate all the necessary information in one centralized location, which is easily accessible to you and your team. It also helps you keep track of every ticket that is being resolved or those that are closed.

Benefits of a CRM Helpdesk Ticketing System

Benefits of a CRM Helpdesk Ticketing System
Benefits of a CRM Helpdesk Ticketing System

Among several benefits that a helpdesk integrated with CRM can bring on table, here are few that we will be discussing in this article

  • Unified Dashboard
  • Priority-based Tickets
  • Accountability with Automatic Updates
  • Scaling with Business
  • Analytics and Increase Accountability
  • Decreasing Costs

Unified Dashboard

 Unified Dashboard
Unified Dashboard

We mentioned earlier that CRM software allows you to view all queries on a single platform. The same goes for the CRM Helpdesk Ticketing System. All the questions from multiple channels such as facebook, chat boxes, or any other social media platform are brought together by an Omni Channel System and consolidated.

This mainly prevents multiple tickets being generated by the same customer or the same issue.

Priority-based Tickets

 Priority-based Tickets
Priority-based Tickets

The CRM helpdesk ticketing system allows you to label each ticket according to its priority. All tickets that arrive in the system will then be automatically assigned based on your priority. 

This mainly eliminates the issue of having to go through each ticket to find out if the ticket is a high priority issue or a low one.

Accountability with Automatic Updates

 Accountability with Automatic Updates
Accountability with Automatic Updates

CRM helpdesk ticketing system allows the customer to receive instant notifications as and when some work is being performed and updated by you or your team on that customer’s ticket. This gives the customer a feeling of assurance that timely action is taking place on their issue, and they do not have to keep calling in to check on the status.

In customer service, data distribution can mean more than just open access to customer information. In fully integrated systems, representatives gain instant access to a full customer record as soon as an interaction begins. This feature ensures better accountability from the agents and other team members, who would be mindful of the time they need to take to close each ticket or case.

Scaling with Business

 Scaling with Business
Scaling with Business

A business’s adoption of a CRM comes out of necessity. A cloud-based CRM supports business growth without requiring constant reinvestment in software or hardware. A CRM Helpdesk ticketing system that is in use by hundreds or thousands of businesses likely has the ready functionality to meet emerging business demands. Without the adoption of a CRM Helpdesk Ticketing system, businesses may continually need to generate new features for an internally managed system as the company changes.

Analytics and Increase Accountability

Analytics and Increase Accountability
Analytics and Increase Accountability

Data entry that is automated gives the CRM Helpdesk Ticketing System the raw materials for business analytics. The data from a CRM Helpdesk Ticketing System provides critical visibility into which teams/practices should be standardized. CRM Helpdesk Ticketing System provides insights into analytics that can boost accountability within a customer service center and throughout an organization. 

At least, accountability can help show the value of an online customer support center.

Decreasing Costs

Decreasing Costs
Decreasing Costs

CRM Helpdesk Ticketing System helps you to reduce costs with the help of an improved data organization, and consistency builds efficiency into customer service interactions, and analytics can verify further these gains. Reduced prices are only one-half of the equation. A CRM Helpdesk Ticketing System can also help increase revenue through more sales or enhanced client retention.

Conclusion of CRM Helpdesk Ticketing System

Like we say always, customer service is a vital part of any business, a CRM Helpdesk Ticketing System can pull and push data from multiple areas of the business to streamline communication within an organization and make client/customer interactions more effective.

Conclusion of CRM Helpdesk Ticketing System
Conclusion of CRM Helpdesk Ticketing System

We would conclude by saying that dedicated use of a CRM Helpdesk Ticketing System throughout a business can help achieve cost savings and increase profits, benefits that impact everyone involved in getting the work done.

We hope you find this article useful. In case you are stuck and or need help, feel free to drop a comment below or submit your question. Do share it further and add your feedback about the article in the comments section.

About Hamza

Full-Time - DevOps Engineer & Part-Time - Blogger

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