If you’re a software company, you know tracking bugs can sure be a pain. After testing a new software feature to death, you finally decide to roll it out to every user but unfortunately the new feature has spawned bugs all over your software. Tickets are flying in left and right as your support team scrambles to understand the bugs and their impact on your business. But what if there was an easier way? Let’s look at the specifics of bug tracking and how customer support software can help.
In business, we almost always seem to be chasing the next big thing. Maybe it’s because new is often equated with being better or superior, but sometimes it’s essential to look at what you have and how you can improve upon it. Just like with your health, a “check up” is necessary from time to time in the help desk industry to make sure everything is working as it should. This is especially true with a solution like help desk self-service, which according to Gartner is among the top 3 priorities businesses are working on to improve their customer’s help desk experience.
The allure of switching software solutions is always so attractive. You have salespeople barraging your email, sometimes offering you gifts for a moment of your time and promising you the moon, all while treating you like you’re the most important company in the world. But, as we all know, switching software isn’t a sure thing. It’s important to evaluate all factors to understand the “risk vs. reward” component of these critical decisions. Making the right switch could result in a promotion and be a career defining moment, but the wrong switch (or not switching at all) may lead to to a demotion, department transfer, or even worse.
Knowing exactly what products your customers have is important. B2B (business-to-business) customer support is different than B2C (business-to-consumer), with product tracking being relevant in the former in order to have a successful support operation. Let’s go into more detail as to the key reasons tracking products is important and the specifics around the value of organizing products in customer support software.
You already know that minimizing and cutting cost is a primary concern for most businesses. What you may not be aware of is that you can find effective ways to reduce your overhead with customer support software.
In any customer-facing organization, unchecked costs can lead to inflated overhead costs and hurt the bottom line. One of the biggest ways companies can gain control of this is by looking at their customer support teams and identifying ways to better align agents with customer needs.