First of all, it should be easy to use. Ease of use is one of the most important features of any small business software.
Secondly it ought to provide your customers what they want - a relatively easy way to get answers to their queries. If it consistently does not give them the answers they are looking for they will simply stop using it.
Thirdly it should make it possible for your support staff to give answers rapidly. Assuming they know the answers, you certainly don't want your software standing in the way of efficiently responding to customer queries.
Fourth, it should be able to track inquiries effectively. This is useful to provide a history of queries from different people.
Fifth, it should include a list of frequently asked questions (FAQ). An FAQ is a relatively short list of some of the most common questions that are asked of customer support and their answers.
And sixth, your trouble ticket management software ought to give you a history of specific queries which clients can access without involvement from support staff.
When questions are being handled by software, a business owner does not have to worry that prospective clients are slipping through their fingers.When it comes to investing in trouble ticket software, it is hard to overlook all the advantages that come along with such a move.The answers are available immediately to whoever lands on your site.
So you see, trouble ticket management software can do wonders for your company's online business. While your competitors' support teams are gridlocked with customers asking simple questions, you can educate your customers on how to use your product without even answering a complaint. This enables every staff member at any time to contribute to the company's customer service effort.