In literal terms, Customer Relationship Management (CRM) is a customer support system comprising of business functions that work towards retention of your most valued clients, and it is the customer support system that fetches the highest attention. Looking at the significance of customer support, it is quintessential to understand that the business uses the most appropriate tool to get it right. Whereas, most of the organizations ask whether it needs a CRM with built-in customer service or a dedicated ticketing system. In this post, one will try to understand the comparison between the two solutions to understand the difference that exists between them.
CRM Vs Ticketing System – How They Differ?
Generally, users criticize CRMs for suffering from a “feature crisis.” Features that are often used and rarely used are always clubbed together. It is the architecture and the user interface of CRMs, that are designed to ensure stability and features, not simplicity and usability. Customer support is relegated to the level of one of the many tabs on the portal.
On the other hand, a ticketing system provides features but makes sure it is user-friendly, and the system is organized in such a way that aids the agents to collect tickets from multiple channels, categorize them, and virtual agents are always within the area of focus of a customer in a ticketing system.
Nowadays, most of the users find CRMs hard, to begin with quickly. It is the interconnected modules that do not allow users to skip learning about any process, as one process is required to understand the workings of another process. However, help desk agents need not know everything that a CRM offers, and they do not know about modules that enhance sales while handling customer support. Every aspect of a CRM from workflows to reports is built with the enterprise and power users in mind.
On the other hand, a ticketing system enables business organizations to customize their help desk portals as they please, and the system can be easily programmed to assign roles to different agents regarding who gets to access the critical data and who gets to take the critical actions. It is the multi-brand help desks with customized knowledge bases for each product or brand can be created with separate ticket forms and customer portals provides a unique and personalized support system as a whole.
At times, it can be said that CRM solutions are expensive, irrespective of being a one-time payment model or a subscription model. However, it is not a profitable venture as companies end up paying for features that they will not use anytime soon. Similarly, a ticketing system comes with monthly subscription plans, allowing the business to upscale their productivity with absolute ease.
To take the discussion further, one need to understand
What Is A CRM Ticketing System?
In general, a ticketing system appears to be an integral part of every CRM platform as it aids organizations to manage their support and service functions, at the same time, it assists the customer service team to prioritize their client’s requests and deliver a unique service experience to them. Most often a CRM ticketing system comes with an easy-to-use dashboard that makes it easy to organize and manage a huge number of support tickets and helps create a more enjoyable user experience. Whereas, a multi-channel ticketing system is a powerful tool that gathers all the tickets from different channels and stores them in a single well-organized location for easy access of it, and this makes it seamless for agents to find the information that they need to manage customer interactions and requests. A powerful ticketing dashboard present within a CRM makes it easy to solve customer queries and manage their interactions with the agent.
Thus, asking a customer to provide the information again and again would result in a wastage of time and frustration, and this is where a CRM ticketing system helps. With an integrated ticketing system, agents can see the previous tickets raised by the company from different channels. It not only streamlines communications but also build meaningful relationships with your most valued clients.
Some of the benefits of a CRM with a built-in ticketing system are as follows
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Centralized System
One can smoothly get rid of the hassle of searching emails and sheets to look for customer details and their issues. It is an integrated centralized system that provides you quick access to all the information and helps you to resolve the problems within a split second.
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Automation
With a CRM ticketing system, it is possible to manage business processes like prioritization and categorization of tickets, and you can also automate routing, thoroughly check the ticket status, and manage alerts and notifications at once.
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Improved Productivity
As most of the processes associated with a CRM ticketing system are easy to automate, gradually, the workload of the team reduces and simultaneously increase in the productivity takes place at once.
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Prioritized Customer Issues
A CRM ticketing system allows prioritizing requests depending on the requirements, as you need not follow a sequence of handling customer queries and can prioritize valued clients based on their needs and demands.
In conclusion, it can be said that customer relationship management system is often seen as the base from which businesses gradually switch to a ticketing system. As most companies start with CRMs, but due to their limited capacity and the market’s sudden growing demand, companies often shift to ticketing systems.
