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An email ticketing software helps you streamline queries from customers, partners, and vendors. Using an email ticketing solution, you can effectively delegate queries arriving in a shared inbox amongst your agents, and track them till the point of resolution. You can also leverage other powerful functionalities: automations to build efficient workflows, analytics to track key customer service metrics, and SLAs to ensure timely resolution of customer issues.
An email ticketing software helps organize high volumes of customer requests, makes it easier to deliver personalized support, and elevates your business's customer experience. It enables faster and smoother collaboration between customer-facing agents, which in turn contributes to faster resolution of tickets. Customer support managers and other stakeholders can have complete visibility into incoming workload, and also deep dive into key aspects of team performance to help improve efficiency.
Here are the benefits of investing in an email ticketing solution:
Without a tool, it becomes overwhelming to manage ticket volumes. Mailboxes get cluttered, critical customer requests get overlooked, and there’s no easy way to keep track of everyone’s workload.
An email ticketing software offers an easy solution wherein you can assign incoming customer emails to agents in a few clicks. This helps you streamline work, track ticket status, and get complete visibility into what every agent is working on.
Track your emails effortlessly
Relying on spreadsheets to track agent performance can be exhausting and complicated. There’s a lot of data collation, sorting, analysis, and deductions involved in the process.
An email ticketing solution, on the other hand, provides you with detailed insights into key metrics such as first response time and average resolution time. It also equips you with different kinds of reports that give you a holistic view of the quality of support your team is delivering.
Dig deeper into your team performance
In any customer support team, there will be everyday manual tasks that are a timesuck. These tasks can severely impact productivity and hinder support agents from focusing on what’s truly important - delighting customers.
An email ticketing software, however, comes with functionalities that help automate grunt work. It allows you to route the right support tickets to the right team members (for instance, all queries that contain the word ‘urgent’ can be assigned to a particular agent),auto-close emails based on subject lines, and more.
Automate your customer service operations
There’s a significant cost attached to missed and delayed customer queries. More often than not, it results in dissatisfied customers switching over to an alternative product or service provider.
An email ticketing software helps you configure SLAs and notifies you of impending violations, if any. You can setup SLA rules to prioritize emails, manage business hours and your customers’ expectations.
Set up SLAs to deliver better customer service
When a business starts scaling, you'd notice that your support team would have to deal with more and more customer queries. In this scenario, it can be challenging to manually craft responses for hundreds, or even thousands of customers.
With an email ticketing solution, you have the ability to create canned responses and share them with your team. For commonly-asked questions, your agents can simply pull up a relevant template in a single click and in turn, respond a lot faster.
Respond faster with personalized email templates
Agents mostly collaborate on queries - looping in other team members or asking for help - via Ccs and forwards. But the problem is that this can be time consuming and more often than not, leads to delayed resolutions.
Internet notes within an email ticketing software allow agents to have contextual discussions around customer queries, in a simpler and faster manner. No need to switch tabs or invest in a separate collaboration solution.
When there's a lack of visibility into customer queries, it can so happen that two or more agents reply to the same query. This is not only a waste of time and effort for agents but doesn't put your brand in good light with customers.
Email ticketing software ensure you avoid sending out duplicate replies by providing real-time alerts. When an agent opens a query that someone else is already working on, they get notified about it.
Prevent duplicate replies with collision alerts
It’s always important to know what customers think about the quality of support you provide. An email ticketing system can help with this by allowing you to gauge customer satisfaction levels after every service interaction.
You can ask customers to rate the quality of service on a 3 or 5-point scale and discover insights from this data – agents who are performing well, agents who need assistance, and more.
Hiver brings all the powerful functionalities of a conventional help desk software within Gmail’s native interface. That means support teams don’t have to learn to use another software or constantly switch between multiple platforms and standalone tools. In other words, there is no need to change the way your teams work.
If you know how to work in Google Workspace, you know how to use Hiver.
There is little to no effort or cost involved in training customer service teams to use Hiver. If your agents are familiar with Gmail’s interface, they can get started with Hiver within minutes, while ensuring existing workflows stay intact. There’s no need to rely on training guides or complex tutorials or go through overwhelming onboarding sessions.
Most email ticketing systems turn real customer problems into tickets. This prevents agents from truly empathizing with customer issues as they tend to focus more on achieving their monthly targets - closing ‘X’ number of tickets every month, for instance.
Hiver, on the other hand, is an email ticketing solution that does not turn customer’s queries into random ticket numbers. Since it works within Gmail, it empowers your agents to have more human and empathetic conversations with your customers.
Hiver’s email ticketing software helps your agents become more efficient on a daily basis, which in turn drastically improves the customer support your company offers. With Hiver, agents can automate various manual tasks, and collaborate on queries using internal notes instead of CCs and forwards. Support managers can set up SLAs to ensure timely resolution of queries and also diligently track agent performance with Hiver’s comprehensive analytics dashboard.
Your data privacy is imperative to us. We don’t store your emails and we ensure that both your, and your customers’ data, remains 100% safe. Neither do we store your emails or passwords.
To this end, we’ve taken efforts to ensure that Hiver is:
apart from being a Google certified partner.
Working remotely means sharing a lot of emails, dropping a lot of IMs and discussing issues over call. Email overload and lack of accountability can cause delay in responses to urgent queries. These challenges will continue to proliferate unless you rely on technologies built to help your teams seamlessly coordinate on multiple tickets and achieve faster resolutions.
Here’s how an email ticketing solution serves different teams in your organization:
Delegate customer queries to agents in a few clicks. Establish accountability across the team.
Real-time status tracking of queries till the point of resolution. Find out which queries are yet to worked on, pending, and resolved.
Automate tasks to improve agent efficiency. For eg: All queries that contain the word ‘urgent’ can be routed to a specific team member.
Make use of Email Notes to collaborate internally and have contextual discussions around customer queries.
Set a benchmark for the customer service you deliver using SLAs.
Get insights into agent performance by tracking key customer service metrics and creating custom reports.
Assign queries from vendors to your team members and track them till the point of resolution.
Automatically route admin-related queries to the right people in your team.
Get complete visibility on what queries are pending, and which ones are yet to be worked upon.
Collaborate with other internal teams - through Email Notes - to get more context around their requests.
Make sure that queries from new joinees - regarding onboarding, devices, paperwork - are answered on time.
Stay on top of technical queries coming in from other internal teams. Keep track of their status in real-time.
Use Email Notes to give more context to other teammates when escalating fixes or requests.
Use predefined automation rules to route urgent bugs to the relevant technical personnel.
Use tags to categorize most recurring issues, and discover insights on response and resolution times for these issues.
Manage incident volumes using workload distribution
Create SLAs to ensure timely responses and resolutions to clients.
Effortlessly delegate queries regarding renewals and subscriptions to team members.
Create custom templates that can be used for responding to the most common client queries.
Group queries and requests from the same client and save them for quick access.
Use email notes to escalate queries without sending more internal emails.
Read how companies from different industries and sizes have optimized their email ticketing processes and enhanced their customer service experience using Hiver.
Want to learn more about choosing the right customer service software? Here are some additional resources we’re sure will help you:
Explore tips on writing good internal notes in customer support for improved team collaboration.
Read blog
A detailed guide to help you choose the right customer service software for your business.
Read Blog
Improve customer service quality with these 9 tips on decreasing email resolution time.
Read Blog
Keep these factors in mind while assigning customer emails to your team.
Read Blog
Hiver is a trustworthy, discerning, and dependable sidekick that has helped us respond to email queries 25% faster.
Hiver is a total game-changer as it allows us to respond quickly to customer emails.
We used to use Freshdesk. But after switching to Hiver, we have gained greater efficiency.
With Hiver, we’ve seen a drastic improvement in meeting SLAs and our customers get a better experience.
Hiver is a very friendly tool. We've been able to improve average response time by 60% using Hiver.
Working without Hiver would be extremely difficult. It is essentially like having an “additional person” on my team.
Hiver is a trustworthy, discerning, and dependable sidekick that has helped us respond to email queries 25% faster.
Hiver is a total game-changer as it allows us to respond quickly to customer emails.
We used to use Freshdesk. But after switching to Hiver, we have gained greater efficiency.
With Hiver, we’ve seen a drastic improvement in meeting SLAs and our customers get a better experience.
Hiver is a very friendly tool. We've been able to improve average response time by 60% using Hiver.
Working without Hiver would be extremely difficult. It is essentially like having an “additional person” on my team.
Zendesk was expensive, clunky, and had features we didn't need. Hiver helps us have natural conversations with customers.
With Hiver, we’re running all client communication straight from Gmail and it has brought a lot more clarity within our team.
Hiver has helped our support team become 80% more productive. We now reply faster to clients, and my team is more organized than ever.
We got a little burned with Zendesk, so we didn’t want to commit. Hiver has helped us improve average resolution time by 44%.
Since moving to Hiver, we never miss our SLA of 24 hours. I now have a clear idea on how well we're serving our partners.
Zendesk was expensive, clunky, and had features we didn't need. Hiver helps us have natural conversations with customers.
With Hiver, we’re running all client communication straight from Gmail and it has brought a lot more clarity within our team.
Hiver has helped our support team become 80% more productive. We now reply faster to clients, and my team is more organized than ever.
We got a little burned with Zendesk, so we didn’t want to commit. Hiver has helped us improve average resolution time by 44%.
Since moving to Hiver, we never miss our SLA of 24 hours. I now have a clear idea on how well we're serving our partners.
Hiver has come along as a trustworthy, discerning, and dependable sidekick that has helped us manage our emails better and faster.
Hiver is extremely easy to use. We were able to hit the ground running right from day one. Plus, their customer service is fantastic!
We're 100% Gmail. Working on customer queries from Gmail was exactly what we needed. Moreover, moving to Hiver was a painless affair.
