When you think about customer support, you consider eCommerce, retail, corporate, etc. However, customer support is equally important in the education field too.
Even an education organization has different types of ‘customers’ be it teachers, students, parents, management, etc. Hence, it is important for education systems to provide a seamless experience for involved people.
Having an online ticketing system is beneficial for both your administrative team as well as students and parents. In this article, we will talk about what are some core features of a ticketing system, and how they can help your education institution.
Before moving on to the feature part, given below is a more detailed description of how exactly a ticketing system works and why you really need one.
How a Ticketing System for The Education Sector Works
Your admin staff has to deal with a lot of pressure from students or parents. For example, a student urgently needs to get details about the syllabus. Or maybe a parent wants to know the attendance of their child. Such kinds of queries come to your staff in hundreds if not thousands on a daily basis. Understanding the issue, and providing a prompt response can be challenging for the staff.
With a ticketing system, you can streamline all supported related communications. Say, for instance, a teacher wants to log a complaint regarding some technical issue with their laptop. Using the ticketing system, your admin team can create a ticket for the issue, assign the matter to the right person, and easily resolve the issue.
The ticketing system logs all the information between your admin staff and end-users. You can create, filter tickets, send alerts and notifications, etc.
Additionally, you can also offer self-service options to quickly solve commonly asked questions. For example, someone wants to take admitted to your university. They would want to know what the admission process is, what are the subjects, etc. Now, instead of calling your admin department, they can directly access knowledge base articles!
Why Education Sector Should Use a Ticketing System
The biggest advantage of having a ticketing system is that you can optimize all your day-to-day activities. Your staff no longer needs to do all manual time-consuming processes. The ticketing system helps automate the workflow and helps bring more efficiency.
The software also helps bring all the communications from different channels like phone, email, contact form, live chat, etc. on a single platform. It makes your support more organized and straightforward.
It also helps you provide information to your audience 24*7. Without having to get in touch with the staff, they can get access to all the details they are looking for.
Apart from these advantages, a ticketing system automates workflow, improves customer satisfaction, reduces resolution time, and gives your education institute a competitive edge.
Top Features of a Ticketing System
1. Automated Ticket Routing
Automation is everywhere including in customer support. With automation capabilities, ticketing software can help you have a more streamlined and efficient workflow.
Here’s how the whole workflow works: without automation, what you generally do is assign each issue to someone who can best handle that.
After setting ticket properties like an agent, status, ticket type, etc., you can easily sort tickets to assign them to the right person.
Individual dashboards help team members get a complete overview of everything that is going on. Other features like chatbots, query assignment, resolution notifications, and such can help streamline all your tasks. Automation is highly beneficial in reducing response time, helping avoid human errors, and enhancing customer satisfaction.
2. Knowledge Base
There is a tremendous increase in the demand for self-service. Customers want the functionality of knowledge base articles, help guide, tutorials, etc., instead of having to talk with an agent.
Creating knowledge base articles lets you provide instant answers to common questions. It gives your customers a chance to solve issues on their own thus improving customer satisfaction.
3. Omnichannel Support
When investing in help desk software for education, ensure that it provides omnichannel support. That will help you engage with your customers across different channels. That way, you can deliver a very flexible and cohesive customer experience across all channels.
Apart from these other features important are:
- Customer satisfaction survey
- Analytics
- Task management
- Help widget and live chat
- Security
- Rebranding
Help desk software is an ideal solution that helps education organizations bridge the communication gap between students and the administrative department. A feature-rich and easy-to-use help desk software for schools can help you level up your organization and facilitate a greater customer experience.
