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The Value of Ticket Automation in Customer Success

We’ve all seen or heard about a customer success team that’s just “missing something”. Maybe the agents are a little slow to follow up, or they just can’t seem to get your issue requests in the hands of the right person. Mistakes like this happen for even the best teams, but when it’s a recurring issue it’s time to take some action.

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Stop Wasting Time Looking for Information

We talk a lot about getting out of the inbox, and using customer support software to reduce customer service costs and improve the customer experience. It's easy to say, and most people would readily agree, yet how many actually take proactive steps to do just that? 

Sometimes it takes real, hard numbers to have that "aha" moment that kicks us into overdrive, and motivates us to take action. 

Here's a recent tidbit from GetData (the research arm of software reviews site GetApp), over 65% of small and mid-sized businesses (SMBs) are wasting time looking for files and information each week.

Wait, what do you mean wasting time? In a recent survey, GetApp asked SMBs "How many times did you have to dig deep into your inbox to get the correct file/info this week?" 

Over 40% of SMBs asked reported that they went through their inbox or emailed a coworker 2-5 times in one week, looking for the information they needed. A further 23% did so at least 5 times in one week!

 

[NEW RESEARCH – GetData] Almost 2/3 of SMBs waste time searching for files in their inboxes

A mere 12% reported never having to search for the information they needed, likely because they are using the right software to manage their business. Even for startups and small business, efficiency is the key to success. If you do the math, let's say people look for the right information/email an average of 4 times a week. If it takes 5 minutes to search each time (a conservative estimate), then each person is spending 20 minutes a week searching for the data they need.

While 20 minutes doesn't sound that bad, over a year that's at least 16 hours a year - and multiply that by 10, 20, even hundreds of employees and that's a lot of time wasted that could be put to much better use.

So whether you're just starting up, or trying to grow your business, it's important to implement software that will help maximize the efficiency of your team and eliminate wasted hours. From document management, to operations and customer service software, look for systems that enable collaboration and information sharing to get the biggest bang for your buck.

Considering customer support software? Download our free report from G2 Crowd and read real user reviews along with help desk feature comparisons:

 

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