In the recent period, it is believed that global spending on IT is expected to reach $3.9 trillion in 2021. Thus, a maximum percentage of that expenditure will go to various software solutions, and there’s hardly an industry today that cannot benefit from one or more of the software options available. Those, businesses that are frequently involved in the b2b sector generally make use of reliable ticketing software to quickly and conveniently in order to solve the queries of their clients, and without the software, a lot of time is wasted on tasks that can be done automatically. If you’ve ever tried to submit customer requests through excel sheets or email, you know how tiring and time-consuming it can be, thus, often, those in the market for b2b business look for software to find and there’s a wide variety of options available from which to choose. So, you need to make sure you get the best ticketing software for your needs.
Some of the things you need to look for in a ticket management software are as follows
1. Cost of the Software
Nowadays, the cost of ticketing software solutions varies widely in the market, and some ticketing software are free of costs, whereas, others cost you around hundreds of dollars. Some vendors in the market will charge you a nominal monthly fee for using their software. Thus, the appropriate software for you is the one that fits within your budget, and once you know your budget, it’s become easier to know which tools are within your reach. If your budget is limited, opt for an open-source ticketing solution.
2. The Features You Require
At times, the ticketing software you look for does play a huge role when it comes to managing your tickets and tracking the flow of work. Thus, one should look for such a software solution that helps you to take care of all your customers within a blink of an eye.
3. Whether the Software Is Database Driven
The significant roles of your ticketing software are to monitor the work flow of your business, and therefore, it is absolutely crucial that the system has to be database driven so you can access and back up essential business data without any kinds of hassles.
4. Data Security
Most of the times, the ticketing software will involve transmissions of the client data back and forth, and this data generally consists of sensitive information that you want to protect from the eyes of the outsiders. The information might include customers names, addresses, passwords, and so on. Thus, it is important to ensure that the ticketing software that you decide on is secured, and include some form of encryption if the ticketing system you’re considering is email-driven.
5. Ability to Personalize Email Templates
Whenever you use email for the submission of tickets, there are chances you will be mostly using auto-responses to reply to those essential emails. Understandably, you want to add a personal touch to each of those emails, so one should avoid using generic templates as a whole. Always, look for a ticketing software that lets you personalize your email responses, as a result, customers shouldn’t feel like they’re merely a number. If you intend to create attendee name badges, it will help if the software can allow you to do that. Always, make sure your clients know how much you value their business is essential in boosting their loyalty.
6. The Presence of Web Interface
Many of the b2b ticketing solutions provide email-based on ticket submission, as some offer web-based ticket submission. If you can find a ticketing software solution that provides both, then always go for it.
Well, some customers will prefer the ease that comes with email submission, whereas, other clients may want the control that a web-based system provide them.
7. Easy to Use
The software that you want to implement in your business should be useful to the users that you implement it for. As a result, ticketing systems that’s are overly complicated hinders your business ability to work efficiently, and you’ll come across tools that are very simple to use, and others that are incredibly difficult to understand. The good news is that the best tools provide a video tutorial on how to use them, and many have a trial period for you to familiarize yourself with them. Always, take advantage of these options to find out which software solution is the most user-friendly for your staff as a whole.
8. Presence of a Knowledge Base
One of the best ways to provide clients with direct access to essential support material and product information is with the aid of a knowledge base, and a ticketing software solution that includes a knowledge base makes it easy for your customers to get answers to their queries without needing to make a formal support inquiry.
9. Customer Support
Inevitably, a time comes when a problem arises, and one will need help from your respective software vendor, that’s why it’s beneficial to have someone you can contact at all hours for assistance.
Does your vendor have a well-trained, dedicated, friendly, and knowledgeable team on hand 24-7? Can you reach out via phone and email when you have a query or need some sorts of guidance?
In conclusion, it can be said that when it comes to choosing a reliable ticketing software, there’s a lot one really need to put a closer look into it. Given how high the stakes are, one should never hesitate to ask as many questions as possible. Once a business finds the right solution, you can be confident that your customers will have a better experience, and the queries will be resolved at a higher pace.