It’s most likely inconceivable to run a enterprise with out receiving at the least just a few assist tickets. But when your agency is consistently overwhelmed by so many tickets that it feels such as you’re drowning, that’s not regular.
There are methods to cut back the variety of IT assist tickets you obtain and convey them right down to a standard stage. Right here’s how.
The Significance of Decreasing Assist Ticket Quantity
Decreasing assist ticket quantity is worth it for plenty of causes, comparable to:
- Saves cash. By one depend, the common price of dealing with a assist ticket is roughly $1.60 per minute. Which means assist tickets could price you about $96 per hour. For those who scale back assist ticket quantity, you would decrease overhead and reap fatter revenue margins. Eliminating 10 hours price of assist ticket dealing with per week would be the equal of saving $50,000 per 12 months.
- Reduces stress. The extra tickets your staff is saddled with, the extra stress and stress they’ll really feel. Sadly, these tickets are inclined to again up, which creates a endless log of points that should be confronted. This type of stress results in burnout, which is the gasoline for turnover and cultural instability inside your group.
- Improves buyer satisfaction. Assist tickets are a sign of issues your clients are experiencing. While you scale back assist ticket quantity, meaning you’re lowering the variety of points they endure. Naturally, this implies higher buyer satisfaction and happier finish customers.
It may seem to be a small factor, however lowering assist ticket quantity can essentially change the dynamic of what you are promoting – financially and virtually.
4 Methods for Decreasing IT Assist Ticket Quantity
Right here are 4 of our favourite techniques.
1. Enhance the Onboarding Course of
You can do your self a giant favor by enhancing your onboarding course of. When a buyer makes that first buy, you need to take the time to teach them on precisely what they should do to make use of the product or get it up and working.
If it’s a bodily product, put a QR code on the packaging that takes the person to a YouTube video that explains how the product is for use. If it’s a digital product or software program, embody a software program assistant and clever prompts that stroll the person by every particular person characteristic.
Both approach, the purpose is to get your clients conversant in the product in the course of the onboarding in order that they don’t need to ask apparent questions that decelerate your assist workers.
2. Create Self-Service Assist Choices
The extra self-service assist choices you’ll be able to supply, the higher. These could are available in any variety of kinds, together with weblog posts, FAQs, guides, video walkthroughs, and/or AI-powered assist chatbots.
Once more, the extra assist you’ll be able to present through self-service routes, the much less stress will be positioned in your staff to assist the shopper manually. (Plus, clients like to assist themselves. With the ability to repair a difficulty on their very own is satisfying and makes the shopper really feel extra competent.)
3. Automate With an IT Assist Desk
You possibly can automate and streamline a shocking quantity of your assist course of merely by putting in an IT assist desk. That can empower you to triage assist tickets with ease, ahead them to the suitable personnel, and accumulate information for continued course of enchancment.
When purchasing for an IT assist desk answer, search for a complete platform that makes it simple to your staff to collaborate in actual time. You desire a singular portal the place all IT assist tickets might be dealt with.
The extra automated the method is, the much less your staff has to assume (and the quicker they will act). That is higher for everybody – clients and staff alike.
4. Develop On-line Communities
There are many causes to create on-line communities – comparable to Fb teams and message boards – however they provide a hidden profit that almost all corporations don’t acknowledge. Along with serving to to foster camaraderie and model loyalty, these communities act as portals for peer assist and assist.
When clients ask questions, different clients present solutions, options, steering, and encouragement. This will alleviate a few of the inner stress in your staff to offer all of the assist (and scale back the quantity of assist tickets).
Placing it All Collectively
Assist tickets may seem to be a small portion of what you are promoting, however they’re intently linked to only about each different aspect of your operations, together with buyer service, worker engagement, profitability, and every thing in between.
By optimizing what you are promoting to cut back IT assist ticket quantity, you’ll be able to generate constructive outcomes in every of those areas.