How can the Helpdesk Ticketing System Benefit Customer Service

Businesses that provide customer support to their clients are aware of the ‘Helpdesk ticketing system’. At least, you must have heard about the functionality of the system, but in case you are new to this terminology, then we are here to provide you with a quick rundown. Helpdesk tickets are customer support cases. Every time a customer would submit a new case, a ticket is created for tracking down all the progress that’s made for resolving the issue and closing the case Helpdesk ticketing system Businesses that provide customer support to their clients are aware of the ‘Helpdesk ticketing system’. At least, you must have heard about the functionality of the system, but in case you are new to this terminology, then we are here to provide you with a quick rundown. Helpdesk tickets are customer support cases. Every time a customer would submit a new case, a ticket is created for tracking down all the progress that’s made for resolving the issue and closing the case

The ticketing system is automated and helps in saving time by handling repetitive admin tasks, by managing the customer support cases. There are many Helpdesk ticketing system in Malaysia, but not all are good enough. You should look for one that provides all customer support features and a CRM with automated marketing features. In order to pick one out of the many, you need to understand how such a system will help your venture.

Let’s check out and find out how the Helpdesk ticketing system can benefit your business, by providing a strong customer support presence.

Faster Ticket Resolution

Get a helpdesk ticketing system Malaysia and see how it powerfully automates the routine administration and processes the incoming cases, thus giving the customer support team the time for focusing on the ticket addressing and closing the case. An incoming ticket automatically enters the system, routed to the support rep and also populated with all the details of the case – like customer name, products used, ticket urgency and so on.

There are loads of work that the team is spared from, so that they can focus their valuable time and energy to address more important issues like customer disputes and so on. The helpdesk ensures that the team spends less time on trivial tasks and more time on crucial tasks.

Reduced Backlog

When the customer support team resolves more tickets faster and easier, then automatically the ticket backlog is reduced. This reduced backlog, thanks to the helpdesk ticketing system Malaysia is crucial for 2 reasons. Firstly, if you take more time to respond to the customers, then you might lose the trust of the customers, which can affect your business badly in the future. Trust is everything if you want your brand to grow.

 Secondly, having a large backlog can create stress for the team. When your representatives are under pressure and feel stressed, then the productivity is hampered and the customer issues are not effectively resolved. Also, a stress customer care rep is likely to be curt with the customers, which might be detrimental for your brand’s image and reputation.

Personalized Support

When you have the ticketing system in place, your team is more equipped to give personalized assistance to your clients. This is possible, as the automation gets the team more time, which can be utilized in dealing with clients and attending to their queries in a personalized fashion. The customer at the other end feels valued and trusts the brand even more for the personalized care and attention.

Link the helpdesk ticketing system to CRM and it gets even better. Your company can now store all the information about every contact. These information include name, address, buying history, web history, interests, likes and all. However, private information are kept safe. When armed with detailed information about the customer, the customer care team understands the kind of clients they are dealing with and thus the interaction is more personal and issues get resolved faster.

Performance Improvement

The help desk ticketing system that pairs with our Nubitel CX can provide analytics and metrics to track the performance of your team. The metrics can be viewed on a centralized dashboard and thus you get to monitor metrics, like the average time spent in resolving the issues, the number of tickets closed and so on. In this way, if a teammate is falling short, then the issue can be addressed before it escalates to a higher level.

The analytics brings in transparency and helps to identify bottlenecks in the process. It lends accountability to the team and if anything goes wrong, the system would report the real reason why and how it happened.

Generates revenue growth

Happy customers stick with you, while the unhappy ones think otherwise! When your customer support team is the best in class, then the word is going to get out and reach everyone. You build a reliable reputation and this helps you get more leads and you close more deals. New customers come in and your business thrives. A strong team of customer support empowered with helpdesk ticket system in Malaysia can generate more revenue and help you build a strong brand reputation.

Does your current system cater cater to all customer expectations? Or are you falling short somewhere? Customers can make or break the business. Nubitel can solve your problems. Visit https://nubitel.co/my as as they have the best technical support that will enrich your customer support system.

PABX Phone System – The Best Solution for Your Organization

PABX is an automated telephone switch system that’s used in private enterprises. The expanded form of PABX is Private Automatic Branch Exchange. There are many telecom companies who are using PBX (Private Automatic Branch Exchange) because it allows one single access number to numerous outside callers having multiple phone lines. It’s very convenient for call centres and other organizations, as it’s always good and looks credible when a business provides services with a single access number and do not use multiple spam numbers.

Already many businesses have installed the PABX phone system in Malaysia and reaped the benefits that came along with the system installation. Let’s get to know how PABX can benefit your business.

Easy management

Effective communication can make or break your business. PABX is a complete solution for seamless communication in business organizations. The best thing is that PABX doesn’t require any software and can be easily installed with your simple workplace laptop. It’s hassle-free and one just needs simple basic knowledge about computers and networking to install PABX and welcome this technology into your business.

Flexibility

The PABX phone system in Malaysia is flexible and it’s really easy to add or upgrade and also format files in the computer. The new system is much better than the traditional PABX, which often required a new hardware for functionality. Workstations and offices will find PBX easy to use and flexible to carry on the communication.

Easy to Use

You don’t have to be a tech-geek to use this system. Even a novice will be able to use the PABX phone system, as it runs smoothly on computer networks like VoIP. For this reason, the system has few wiring and it’s absolutely smooth to work with PBX.Businesses till date has found that this computer based phone system can be handled easily without hassles and without much help. The call transfer facility is easy and the system is user-friendly too. The best part is that all the calls that are made get stored in an internet repository.

Centralized Control

One of the best things about this system is that it provides access to many phone lines with just one single number. This helps extremely to reduce the issues faced by businesses of making long lists for specific individual phone calls. With the PBX system, the internal communications get smoother and therefore the business starts performing better.

Cost effective

Last and surely the best thing that you would like to hear. Private automatic branch exchange or also called the PABX will save you a lot of money, as this system only uses the VoIP technology. The VoIP technology is well-known for cutting costs in business enterprises, where long international calls have to be made to make business.

The benefits don’t stop here and these are just the basic advantages of PABX that’s discussed.Are you willing to make your business run smoother? Then, maybe it’s time to get the PABX phone system in Malaysia and nubitel will provide you with the best solution.

5 Things to Consider while Selecting a VoIP Phone Provider

Nowadays most businesses, be it small or big are switching from the conventional phone system to Voice Over Internet Protocol (VoIP) communications. It is being used all around the world. Like in the US, around 31% of the businesses are using this system for higher efficiency and productivity. Before we discuss the things to consider while selecting a VOIP phone provider, let’s know what VoIP exactly is. A VoIP phone system is a system designed to use the voice over IP technology which sends and receives phone calls by an IP network. A VoIP phone system converts analog telephony audio to a digital format that can be efficiently transmitted over the internet and it also converts incoming digital phone signals from the internet to standard telephone audio. VoIP phones are also known as IP phones and they include features that you won’t find in the conventional analog phones. There are also many service providers who provide services in VoIP phone system for small business.

Here are a number of things to consider while selecting a VoIP phone provider. Let’s go through them.

Budget and service plan

The first and foremost thing to consider while selecting a VoIP phone provider is your budget. While choosing a VoIP phone provider you need to make sure that your company can afford that service in the long run. Different providers have different prices. Some providers charge extra as they provide additional features and some ask less as they are only inclined towards video conferencing. You need to know what crucial features are needed by your company and not just referring to only the price while selecting the right provider.

You should know the compatibility of a service plan to your business objective before selecting one.

Web Portal for PBX Management

A high-quality conference calling system is essential to expect from a VoIP phone service provider. But that is not enough, they should have call management features in their arsenal. Features like call forwarding, call routing, etc are pretty convenient for a user especially when he wants to forward a call to other representatives. It can also come in handy when you want to hold a call, while you are busy with some other task. Other than that, Call Detail Reports, User Management, Phonebook Management, Voicemail management, IVR management and Blacklisted Numbers are some of the advanced features.

Mobile Application

A service provider should equip business with mobile applications (available on iOS and Android) that enables mobility and flexibility in a mobile workforce to stay connected locally and overseas. With advanced features such as video call, IM, 3-way conferencing and etc in the mobile app, this can help businesses to upgrade themselves to the next level as well as more productive and effective. Extension-to-extension calls will be free of charge wherever your employees are located

System Reliability

There are a lot of cloud phone or VoIP phone service providers in the market. However, not every VoIP phone service provider can provide you a carrier-class phone system that ensures a highly stable and reliable system for business use. Make sure you ask them before on boarding with a new vendor.

Additional features

Voicemail-to-Email feature sends all voicemails to personal email so that your business will never miss out on any voicemails. Fax-to-Email feature routes incoming faxes to email directly.

Nubitel is the best VoIP provider in Malaysia. Our services also include contact center solutions, IVRS, call center software, Call automation, etc. Our cloud telephony solutions can help to increase the productivity and efficiency of your business. Visit our website .

Traditional Vs Virtual Call Center Management System

Call center management system an approach to manage the daily activities of the call centers. This call center software helps to manage the activities like employee training, forecasting, scheduling, customer interaction and reporting. Nowadays, the call centers are optimizing themselves with WFO (WorkForce Optimization) solution.
Call centers not only offer the phone call support service but also offer other services to support the digital channels. This becomes critical to integrate the services into a single seamless solution. Call center management system provides omnichannel customer experience management with significant business optimization, and next-generation contact center solution.

Traditional call center Vs. virtual call center management system

A virtual call center is the most advanced communication tools your business needs. These virtual call centers have come far ahead of traditional call centers. There might be a simple and common question that what is so special about the virtual call centers? There is nothing much different, but the staffing pattern of the virtual call centers help to reduce the substantial cost and increased the efficiency of their operation. The major advantage is the low set up cost. Traditional call centers need to have an office with several cubicles for the employees. Other than this other infrastructural costs are associated with the traditional structure. The virtual call centers are totally free from such huge cost burdens. The employees can work from any geographical location. This reduces the operation cost of the call centers.

International call centers often adopt cloud call center management system. They outsource the call center agents from developing nations to enjoys the low employee cost. They pay relatively lower salary to those agents while than the employees from developed nations. Virtual call centers perform most of their activities through the web. That is why the infrastructural cost is significantly lower than the traditional call center management system. The cloud call centers need to provide required software and accessories to their home-based employees. Their training and performance monitoring is also done online. These virtual call centers become more relevant when a company wants to expand its activity across the globe. The employees from different time zones provide assistance to the customers for 24 hours. These uninterrupted and seamless support services make the customers delighted and helps to increase the size of the customer base.

Key benefits of call center software for small business

Every business needs to have an efficient call center support service for its customers. This will help to manage, monitor, route and track phone calls for better customer engagement. If a business is struggling to handle a huge load of phone calls, they need to avail the call center software. The call center software for small business is also significantly helpful. Irrespective of the size of the business, it will help to increase customer engagement and satisfaction level. Call center software helps to synchronize the tracking, routing and managing outgoing and incoming calls.


Boost up customer management services

If a customer is facing any problem regarding any product and service, he or she will contact the respective call centers for immediate support. The customer will provide their required information and that needs to documented carefully.But due to severe load, this process becomes inefficient. That might reduce customer satisfaction and harm the brand image. Here the requirement of the call center software if prominent. It helps to route the call to the appropriate customer care agent based on the customer requirement. This also helps the agent to gather customer information and store them efficiently. The exchange of information between the customer and agents become more precise and effective based on the query.

Increase efficiency and productivity

By using the call center software the agents can manage the calls quickly and easily with different devices. This increases the overall efficiency and productivity of the call centers. Other than that the calls are tracked, monitored and routed to the right agents. This also helps to seep up the operation of a call center in an effective way.

Decrease Response Time

Implementing call center software in your business can reduce the response time to your customer enquiries. This is because your agents will be assigned the task instantly whenever there’s an enquiry from any communication channels.

Optimize the data accessibility

Call center software provides efficient data accessibility to the agents. They can access the necessary information of the customers to serve them better. This provides the call center agent better communication and customer managing ability. This ultimate increase customer satisfaction and brand recognition of the business.


Nubitel provides the most trusted call center software solution in Malaysia. For detailed updates, please visit the official website of Nubitel.

Benefits of Auto Dialer Software for Call Center

CRM software could be considered as one of the most essential software for business activities. The activity of CRM software is not dependent on the size and type of business. The business could store existing and target customer’s data and information. Designing and generating reports, making phone calls, emails, managing tickets, cases, appointments and interactions, emails tracking and dealing with the sales pipeline could be efficiently managed by the CRM software. Without CRM software, the staffs of the company need to manually gather data or information about their clients and then they need to be stored in excel or documents. The spreadsheets need to be used to manage their pipeline data. Without CRM software, operation or a sale person need spreadsheets to manage their pipeline data. The sticky notes are used to manage for the reminder of essential activities and important information. That is why, when the sales persons try to retrace the previous data about a customer, he/she needs to go through several sources to fid out. This approach is inefficient and unreliable.

Auto Dialer and CRM for Different Products

CRM software provides essential services to the business irrespective of the size and volume of business. It helps to improve the revenue and sales volume, customer relationship, customer retention and communication. The other important benefits are as followed,

• It will be easier to access and retrieve the sales pipeline. Because, they are easily visible through CRM software. This helps to maintain transparency in sales pipeline.
• The right sells and cross sell on the right time can be possible, as the visibility of customers is possible all time. The attrition chances are reduced and the success rate will be increased.
• Efficient use of CRM software reduces the communication gap. This software provides reliable information within the teams of business.
• CRM helps to reduce the spreadsheet data entry and makes the access easier.
• The need recognition of customers can be more efficient by using this software. This software helps to build a better and stronger relation with customers.

Introduction of the CRM software made this process easy and efficient. Entire details related to customers could be retrieved effectively by using CRM software. The emails, deals, related necessary information, appointments and notes can be accessed easily. The staffs and customers can get the real the historical information of customers through this software. The customer activities can be tracked directly from the CRM. This software is also helpful in creating a healthy bonding within teams, in creation of better sales productivity and efficient pipelines. This is considered as an important tool to maintain a better relationship between customers and business.

The customer service department, sales team and marketing segment will be benefited by using this CRM software. Integration of CRM software with help desk could be easier for operation. This will provide the information to the help desk regarding the cross sell and up sell of the customer. This helps to increase the opportunity by identifying the open deals numbers, total numbers and amount of deals, the numbers of profitable or loosing deals. This helps the sales team by providing the information regarding the calls, sales pipeline, tracking and sending mails. Marketing teams become beneficial by identification of ROI, campaigning efforts etc.

Benefits for Auto Dialer Software for Call Center

Auto dialer software for call center helps to reduce misdialing, excessive call drops and waiting time. This can identify the busy signals and not-usable numbers, that is why the call connect ration increases significantly. Predictive dialer can immediately reduce idle time. Progressive dialers help to increase the customer engagement and agent’s productivity and morale. Preview dialer provides detailed information before placing the calls. For that, the agent can continue communication with client in more efficient manner and the ration of lead conversion increases. Auto dialer software for call enter, helps to record on real time basis and monitor the performance of agents by manager and improves the level of call quality. Depending on the functions of call centers, the best suited auto dialer needs to be taken under consideration.

Top five CRM Software Malaysia Companies

• Soft solver solution Sdn Bhd is located in Selangor, Malaysia. This company is offering authentic CRM software solution in Malaysia.
• Nubitel is providing their expertise in CRM software in Malaysia.
• StarCRM Sdn Bhd is located in Kuala Lumpur, Malaysia and offering a total service and solution for CRM software.
• Plexsure Sdn Bhd is also a popular CRM software service provider in Malaysia.
• Clartas Consulting is also a popular name in providing CRM services and solution in Malaysia.

Nubidesk is a cloud CRM solution that ignites your campaigns by launching new rich-media campaigns quickly. You can integrate your campaign with Nubidesk or your existing CRM. Though there are several providers delivering these services, but Nubitel is the most reliable service provider. For further details please visit the official page of Nubitel.

Business Phone Systems Buyer’s Guide: Need to Know Before Buying a Business Phone System

It is a common belief that a great business phone system can drastically improve your business growth. Unfortunately, most of the business entrepreneurs don’t immediately think of investing in a new business system to grow their business. The reality is, a quality, and modem VoiP(Voice over Internet Protocol) phone system can transform your business. After switching to VoIP, businesses have saved 50% to 75%. Most of the business owners are confused about their up gradation of the business phone system.But this article will show you the benefits of a business phone system.

So here’s a quick overview of the effect of business phone system on your Business.

How Business Phone Systems Work:

When telephones first started being used by the general public over a decade ago, each phone had a physical line running from it to a central location. The central location consists of the switchboard and an operator. Mainly operator would manually put the line through to that person. The system is called Public Switched Telephone Network(PSTN). Later, touch-tone buttons were utilized on telephones to eliminate third-party operator. In this way, we are moving towards Voice over Internet Protocol(VoIP). But unfortunately, most of the business owners are relying on a technology that’s as old and outdated. In order to get the benefits of a modernized communications system and the flexibility to scale up your business, you must move on to VoIP. As the internet has grown day by day. VoIP technology also becomes more
useful and user-friendly. Since then, Skype, Google, and Apple, companies use VoIP technology to produce disruptive technologies that have high demand

Here are several things to look at when you switch to VoIP.

Features:
The first and most essential perspective to consider is understanding which functions are offered. Many cloud telephone system suppliers don’t offer same function in their hosted product from they accomplish for their on premise solution. In the event that a basic business telephone framework functions like call lines, IVRs and conferencing are additional cost, it may not be the write solution. In a perfect world, a cloud telephone framework offering should accompany all Unified Communications(UC) functions included, so you don’t need to stress over the absence of functions while picking a cloud telephone system solutions.

Initial Investment:
Facilitated VoIP arrangements have a low upfront cost and are normally charged as a month to month charge per client. Utilizing on premise an VoIP server has a greater expense upfront, however no repetitive monthly. As time goes by, it turns out to be more cost effective to buy your very own hardware than to pay a monthly charge. Hosted VoIP will, in general, be the most appealing for organizations with 5 to 15 employees. Be that as it may, Vast majority of organizations with at least 100 clients regularly pick a cloud telephone framework because of different points of interest. It is in every case best to talk with an educated VoIP authority who enables you to gauge the remarkable parts of your business.

Cost of Ownership:
A cloud telephone framework can frequently have an extremely low cost of ownership because of the savings in IT workforce and on the grounds that your hosted supplier
deals with server design and support. Contingent upon the size and structure of your business, this can be a favorable position of hosted VoIP over premises-based VoIP.

Existing Infrastructure:

Think about your present innovation framework. It is safe to say that you are utilizing a matured framework to interface your telephones to the Public Switched Telephone Network (PSTN)? Inheritance associations like Time Division Multiplexing (TDM) can be costly. You could see noteworthy cost funds by changing to a VoIP trunk or by utilizing a facilitated PBX. To enable you to figure out what these reserve funds may look like and if it merits the switch, utilize this online VoIP cost number cruncher to realize what your Return On Investment (ROI) reserve funds will be. Then again, in the event that you like to keep your current TDM or POTS lines, at that point, a premises-based arrangement with communication interface cards will be the most ideal approach.

Adaptability:
Think about how your business may develop in the coming year. In the event that there is potential for quick development you should think about how this will affect your buy. On the off chance that running with a premises-based arrangement, you will probably need to buy a bigger apparatus that is at first expected to suit development. With facilitated VoIP, new clients can be added to the cloud telephone framework as required. A one of a kind favorable position of Digium’s facilitated UC arrangement is the way that similar programming is running on both the cloud form and the on location, premises-based adaptation. This makes it simple to relocate between stages. You’ll additionally need to consider how troublesome it may be to invert should you need to return.

Security:
Re-appropriating your IT to the wrong accomplice can carry with it genuine security suggestions. In any case, in the event that you pick a legitimate facilitated supplier, they will have the assets to keep your information secure. Littler organizations may find that a facilitated supplier completes superior employment of keeping information secure basically as a result of the devoted pool of assets the supplier puts resources into guarding the majority of their customers information. Notwithstanding if your business must consent to security guidelines that expect information to be put away on location, at that point a facilitated arrangement is likely not the best arrangement.

The concept of unified communications (UC) provides for a cloud-hosted business communications system that works across multiple channels and devices. With the present progressively versatile workforce, giving representatives simple approaches to speak with the two companions and clients, from anyplace, is driving the ubiquity of UC frameworks. Regardless of whether it’s video conferencing with clients or texting with associates, UC frameworks offer a wide choice of apparatuses to keep the lines of correspondence streaming for laborers. So to get the best Business Phone System Malaysia, Nubitel is the only way to get the solution. Our services are including as RESIDENTIAL VOIP, BUSINESS VOIP, CALLING CARDS, A-Z WHOLESALE TERMINATION, RESELLER/AFFILIATE PROGRAMS, DIDs, TOLLFREE, PBXs etc. Our internet and VoIP solutions ranging from PC to PC, Pc to the phone, phone to phone, PBX for BPO and a call centers corporate etc.

Key Benefits of Call Center Management System

A call center is not just about hiring the resources and giving them access of a system. It is much more than that. A part of call center consists of the operations. Operations involve many steps like that of tracking the employees, monitoring, evaluation and most important is to manage and route phone calls to clients to keep them engaged.

Data retention is also an important aspect of call center management. Commonly known as CRM ,it is an important software which can literally save you when your business is flooded with all kinds of client’s request. Ideally all call centers should have this CRM to provide contact center solutions. Did you know that this kind of software have many benefits? You will read some of the key benefits in this article.
Key Benefits of Call Center Management System

Enhanced Customer Management Services:

Customer management is directly related to efficiency and professionalism and all these cannot be possible without the proper management of the call center system. The software plays an active role in collection and exchange of information instantly to enable smooth working among agents. Remember when your customers need assistance, they can expect professional assistance. Infact, the customer management service is the first place where the customers can expect to have the maximum professionalism and quick response with utmost efficiency. The users can also tap and refer into the useful resources of the call center softwares as and when needed.

Improved Reporting Features:

It is another interesting benefit of call center management system. This amazing software helps in deriving the necessary details that the managers may require to create strategic business plans. This helps in making important business decisions.Some of the reporting features that call center softwares have are upsell rates, revenue per call, case.

Efficient Data Access:

The call center software helps in having information about many things ranging from personal information to client’s history of purchase and selling. For example- Call center software efficiently organizes clients’ data centrally. They may have information about everything ranging from personal info to the clients’ purchase and service history. This allows agents to communicate with clients in a more timely, comprehensive and personalised manner.

Accurate Reports:

As a result of this excellent tracking system it becomes extremely easy to prepare accurate reports based on which all the business decisions would be taken.Upsell rates, revenue per call, case times, case categories and the ability to evaluate call volume are some of the important reporting features.

Great Customer Experience:

Of course customers can receive a better experience when call center agents will have access of accurate information with just the click of a button. Call center software streamlines data processing.Proper data also helps in the retention of customers and brand loyalty. Database holds an important role in call center. For instance, data is ideal for the recording and evaluation of customer feedbacks. This can enable better customer experience and quality control.

Improved Security System:

One of the major concerns of call centers is data security.
There is every possibility of losing vital information of company as well as customer
information. Call center software has complete data security that provides a smooth and safe security system. Remember that only the service providers have the power to review and enforce security protocols if there is such a requirement.Call center software provides such an impassable security system that both the company and the client can equally benefit from it.

Now you can digitally transform your customer experience with Nubitel CX. The company also provides call center software for small business. For more details visit the site at www.nubitel.co.