Category: Call Center Management

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.

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.