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Why issue tracking system is important for a call center

As mentioned in our earlier post, issue tracking system is a software application that allows an enterprise to record and follow the progress of every problem or issue that a computer system user identifies until the problem is resolved. An ITS enables the user to:

i) report an issue

ii) track progression towards its resolution

iii) know who is responsible for resolving the issue.

Moreover, it allows the manager of the system to customize the tracking procedure so that unnecessary documentation on the part of the problem solvers does not become a waste of time.

Issue tracking
Issue tracking

An Its is of great importance to any customer support center as:

1. It facilitates the communication:

Using an issue tracking system within a customer support center helps facilitate the communication and lets the staff know what happens with each issue. As a matter of fact, when there are numerous ideas and issues, there is a high probability of these issues or ideas being misplaced. Moreover, due to a poor communication, staff may even perceive they are not being heard or being ignored. This may further result in the employees quickly disengaging and the project being damaged.

Poor communication
Poor communication

2. It enables you to keep a track of issues:

An efficient issue tracking system helps keep track of every issue that has been raised. Apart from this, staff may suggest new ideas or may request new functionality. An issues tracking system allows you to keep a track of these ideas and issues and also to keep a history of these suggestions.

Tracking issues
Tracking issues

3. It helps keep track of the action taken:

As soon as an issue is submitted, some action is going to be taken on the issue. These actions may include- under consideration, completed and closed, needs more info, etc. An issue tracking system allows you to keep a track of any actions taken on an issue.

Keeping a track of action plans
Keeping a track of action plans

 

 

 

 

 

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Tips to increase conversion rate: III

1. Create urgency through scarcity:

You can employ a number of techniques in order to achieve a high conversion rate. Creating urgency through scarcity is an efficacious tactic of doing so. You can create scarcity in the following two ways:

i) quantity-related scarcity:

This type of scarcity is created by telling visitors that a particular number of seats are left at a mentioned price.

ii) time-related scarcity:

In this type of scarcity, there is a time constraint for buying a particular item, such as the ones titled as ” One day left” and more.

In case of endless product supply, you can give out time-sensitive bonuses, a free gift to first a particular number of buyers or a discount if they complete the purchase within a specified time frame. So, these are the ways of creating urgency through scarcity. All you need to keep in mind is that the reason for scarcity has to be authentic. People will know if it’s a fake scarcity. This can prove to be harmful your reputation.

Creating urgency
Creating urgency

2. Make your call to action prominently visible:

Call to action refers to something that asks users to convert. It may vary from a landing page for your product to a form for users to use to sign up for an email list. Your call to action can be present in any form but the only condition for its success is that it should be prominently visible. You need to make it stand out with an enticing design or use it as a relevant and engaging pop up after a user sits idle on your site. You may actually include it near the top of every page, or link to a call to action on nearly every page of your site.

Call to action
Call to action

3. Minimize everything that is irrelevant:

Once you have made your call to action prominent, you would want people to focus on a single action and not be distracted from it. As a matter of fact, the more visual inputs and action options your visitors has to process, the less likely they tend to convert. Therefore, you should consider minimizing distractions like unnecessary product options, links and extraneous information will increase the conversion rate.

 

Remove distractions
Remove distractions