Your business reputation depends largely on the quality of customer service you provide, and one way of improving that is by using the best cloud support ticket system tools.
Customer support issues can barely get the best of you when your business is new. However, as you continue to grow your customer base, it gets harder and more challenging to handle internal and external issues. Installing a reliable help desk ticketing system helps streamline the workflow and the interaction between your customers and staff.
Desk help software comes with multiple benefits, but you will not enjoy the full magnitude of the benefits until you implement a cloud support ticket system. Among the benefits a cloud support ticket system provides businesses includes improved customer experiences, increased customer satisfaction, a more efficient and flexible ticketing system, and better employee productivity.
Essential Steps to Consider Before Migrating to a Cloud Support Ticket System
Moving from an on-premise solution to a cloud-based one is not difficult, nor is it an expensive thing to do. However, some businesses focus on the technical benefits of the migration and forget their end-users. Some of the customers might not see the migration as a benefit but a hindrance to their norm.
It is essential to assure them of the safety of the migration and the other benefits that come with it. Understand all the fundamentals of the data that you will be migrating to the cloud. You need to know the scope to determine if the cloud migration will increase bandwidth costs and the best analytical tools to use. You will also need to inform your customers about how hard or easy it will be to issue and track their tickets.
Get a clear picture of how long the transition will take so you can provide your customers with a realistic time estimate in case a stoppage of ticket processing is necessary.
Can you integrate your cloud support ticket system with your existing CRM (Customer Relationship Management) software and other essential tools? Can you integrate other new tools into the cloud-based ticketing system? Does it cost much to integrate the system with other tools, or is it cheaper to operate it as a standalone option? Answering these questions with the help of the right team will help your migration.
Other things you should consider are any unexpected overhead costs associated with equipment, networking requirements, IT, and service desk personnel.
Best Free Cloud Support Ticket System Software
Finding the most efficient cloud support ticket system software for your helpdesk can be challenging, especially if you are doing it for the first time. The cost of the software might be one of the things you will need to deal with, especially if you are trying to cut down on your business running costs.
You do not have to worry because there are excellent cloud support ticket system tools that can help meet your business's immediate needs and improve customer service. The tools help to automate and customize the processes of the helpdesk to provide optimal performance and productivity. The same software tools also offer flexibility for future capacity and capabilities expansion when the need arises.
1. Comodo One
Features
- Cloud-based
- Automated service desk ticketing solutions
- Speedy resolutions by matching resources to issues
- Manages SLAs proactively
- Branded service desk
- Broad and deep reporting capabilities
- 24/7 self-service support
2. Zoho Desk
Features
- Cloud-based
- Easy CRM integration
- Multichannel support
- Self-service branded portal
- Multi departmental to reflect the structure of your company
- Automated services
- 15-day trial period
- Detailed reports and insights
- Multi-language help desk
3. Freshdesk
Features
- Automated monitoring of all workflows
- Cloud-based
- Analytics
- Provides help desk customization
- Provides deep insights and reports
- Incredible conversion of email to ticket
- Multichannel support
- Provides support for multi-language
- Consistent, convenient, easy to use
4. Zendesk
Features
- Cloud-based
- Automated and streamlined customer support solutions
- Answer bot available
- Live automatic chat trigger
- Easy integration with other tools
- 30-day free trial period
- Easy to use with an intuitive interface
- Easy CRM integration
5. LiveAgent
Features
- Multichannel support
- Cloud-based
- Advanced reporting and analytics
- Customization of ticket and branding
- Email ticket management
- Reliable knowledge base
- Automated customer support services
- Real-time chat
Wrapping it up
Efficient and reliable help desk software is a single platform that all your business customers can use to raise and track their issue tickets. Running an on-premise ticketing system is all right, but it comes with a few limitations. However, migrating to the cloud makes it easy for your customers to check and monitor their tickets from anywhere they are and by using different devices. However, before migrating, you should ensure that the move is beneficial to the business and the customers.