A helpdesk ticketing platform with a built-in CRM integration can benefit a business in many ways
Fortune Business Insights research shows that the global CRM market size will reach $128.97 billion by 2028 from $58.04 billion in 2021.
Such growth is likely to be fuelled by new CRM innovations, including enhancements that stem from advancements in AI-driven technologies and the internet of things (IoT).
However, CRM integrations will also help to perpetuate the system’s value across the enterprise. One such integration is with a helpdesk solution, paving the way for the rise of the CRM ticketing system.
A CRM system offers companies the space to gather and store customer data. Meanwhile, a helpdesk solution tags customer contacts while providing the environment to understand and manage customer demand.
A CRM ticketing solution combines these benefits, enabling companies to govern their client database and contact center tickets in one place.
As such, contact centers can add customer context to support tickets, as the technology allows the operation to prioritize customer contacts.
Typically, the system also comes with a specialized dashboard that lets businesses organize and manage many support tickets while improving user experience.
The integration between a CRM and ticketing system also provides valuable customer data that leaders can harness to enhance customer service experiences, isolating significant issues that lead to high contact volumes.
Alongside this, the CRM ticketing system provides businesses with a centralized location for managing all customer communication, including both tickets generated from within the CRM system and those received from external sources, such as social listening software.
The following are some of the most important benefits of a CRM with a built-in ticketing system:
The following are key parameters that enable companies to zero in on the right CRM ticketing solution for them:
The cost of a CRM ticketing system varies depending on the features, and functionality users require.
Here are some tips on using and maintaining a CRM ticketing system:
Further, keep in mind that a CRM and a CRM ticketing system are not identical. The latter also enables the contact center to track, manage, and resolve customer support issues.
Businesses looking for a better, more efficient way of managing customer relationships and interactions should consider a CRM ticketing system. After all, the system helps organizations keep track of customer interactions, streamline support processes, and improve customer service.
Yet, when choosing a CRM ticketing system for your business, it is essential to consider specific needs and requirements such as the number of seats, customer data sources, and user roles. There are a variety of CRM ticketing systems available on the market, so it is crucial to select one that will work well for your business.
Discover further CRM integrations that can enhance contact center performance by reading our article: Contact Centre Integrations That Will Bolster Your CRM Strategy