The success of business-to-business (B2B) customer support relies primarily on how efficiently agents handle incoming tickets. Your organization could have the best, brightest, and most courteous support employees, but the job's not getting done if they can't address incoming queries.
Agents could fall behind on tickets for any number of reasons. Increasing workloads make it harder for reps to manage their daily tasks. Your agents could be using a ticketing system that simply collects customer issues but doesn't organize them, or perhaps customer correspondence gets lost among a slew of incoming emails. If any of these sound familiar or if your agents aren't responding to customers in a timely, organized fashion, it's time to switch to a B2B customer support software solution with features designed to manage tickets.