The best time to implement helpdesk software ultimately looks different for each business. But, there are a number of tell-tale signs that it’s time to begin the search. If any of these hit home, give us a shout!
In no particular order, here are some solid indicators that your team would benefit from helpdesk software:
- Ticket resolution time is increasing week over week, with no signs of slowing down.
- Your support team struggles to keep up if one agent takes a sick day or goes on vacation.
- NPS and/or survey results are trending negatively.
- There is conflict within your support team regarding assigning tickets and workload.
- Customers are being re-routed multiple times to reach the right department.
- Support agents feel as though they’re “flying blind”, with no understanding of a customer’s history.