As technology users, we are more empowered than ever.

We’ve become accustomed to instant, 24/7 access to the services and information we need. We live in a world of virtually unlimited options where we can easily walk away from a company that doesn’t give us the experience we’re looking for. Three in five customers say they have higher expectations for customer service now than they did even a year ago — and 62 percent have turned their backs on a brand or organization after a frustrating experience.

Businesses lose an estimated $62 billion a year to poor customer service — whether their clients are internal, external, or both. Within many organizations, IT and service staff are grappling with an escalating volume of support requests, and important support tickets are falling through the cracks. As a result, customers get lost in the shuffle and wind up feeling abandoned.

Clearly, current software isn’t getting the job done, despite hefty investments in enterprise service systems. Eight in 10 contact centers say their current service ticketing systems won’t be able to able to meet their future needs. So how can organizations meet the high volumes and expectations for IT and customer service without ripping out and replacing their existing legacy, on-premises, or SaaS systems?

Take the pain out of IT and customer service

With the right software, a three-person help desk team can save 600 hours per year. Sapho helps enterprises address some of the biggest pain points support technicians face, including:

  1. Too many service requests

Many IT and service departments are reporting a rise in the number of service tickets, which can strain an organization’s capacity. When you add in the fact that 43 percent of traditional help desks still rely on email to track support tickets,  it’s no surprise that 15 percent of users never hear back on their request at all.

With Sapho, enterprises can integrate service tickets from all their systems to ensure no one gets lost in the shuffle, while also allowing service staff to gain valuable insight into:                                                                                                   

  • Dependencies and relationships between tickets
  • Prioritization and assignment of requests
  • Service activity on a ticket from start to finish
  • Response time and effectiveness
  • Communication between the technician and user
  1. Long resolution times

More than two in three customers say the most important thing an organization can do to provide good service is to show that it values their time — and 41 percent expect a response to their support request within six hours. Yet, only a third of businesses are meeting that expectation. For organizations that use email for service ticketing, the average response time is more than seven hours.

Inboxes often get flooded and email requests get ping-ponged between employees, causing unavoidable, but unacceptable, delays. Customers cite long waits and poor response times as the number one cause of their worst customer experience fails. Sapho helps speed up the process by automatically routing each request and notifying the right employee, allowing companies to shave hours off their response times.

  1. Lack of data visibility

It’s a sales rep’s worst nightmare: A top customer has a support issue, and no one notifies the sales team about it. Unfortunately, it’s all too common. When each department uses its own enterprise system to handle tickets, information becomes siloed and employees often lack crucial data.

IT professionals also struggle with data visibility. Knowing which device an employee has, its service history, and what software it’s running can make a big difference in service ticket resolution. But many help desks still use outdated spreadsheets to track user assets.

By connecting CRM and ticketing systems, Sapho gives employees and executives a 360-degree view into customer and product data, ensuring that:

  • Stakeholders get notified about tickets pertaining to their customers or prospects.
  • Each ticket includes relevant information to help resolve the issue.
  • Significant shifts in incident levels are surfaced from deep within each ticketing system.
  • Managers are able to easily track incident trends and support staff performance.

Improve support with service ticket integrations

Part of the problem is that many companies are operating with a patchwork of service systems from various mergers, acquisitions, and independently operating subsidiaries. As a result, it’s becoming increasingly difficult to extract the necessary information from the various data silos within the organization, making it harder to resolve complex support requests, and virtually impossible to gain insight into the overall customer journey.

Sapho solves this problem by rolling up multiple service systems into one easy-to-use, customizable interface that helps IT and service departments access, sort, and handle support tickets — regardless of the service platform they use. Our service desk portal sits on top of existing software and monitors data across all systems, notifying relevant employees wherever they are about service requests to ensure tickets don’t get missed.

Enable better service ticket coordination with messenger integration

Organizations are increasingly deploying messengers such as Microsoft Teams or Slack to improve communication across the enterprise. Sapho also speeds up service processes by delivering service tickets and actionable insights in channels where employees are already collaborating. Automatically sending service notifications through these messenger apps makes it easy for sales and product teams to keep track of what’s happening and allows customer service teams talk about tickets in context so they can respond to issues more quickly.

More than 70% of business leaders cite improving customer experience as their top priority. One consulting firm predicts that by 2020, customer service will become the key brand differentiator—above even price and product. Whether your support customers are internal, external or both, Sapho can help your organization resolve service tickets faster and with less hassle.

Want to learn more about how other organizations are benefiting from Sapho Modern Portal? 

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Natalie Lambert

Natalie Lambert is the Vice President of Marketing at Sapho. She joins from Citrix where she held multiple product marketing leadership positions. Before that, Natalie was a principal analyst at Forrester Research where she was the leading expert on end user computing.

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