You want to help your customers as much as possible, but customers often prefer to help themselves. Rather than call a number or send off an email to get an answer from a support team, a growing number of consumers would rather take matters into their own hands. About 53 percent of online adults in the U.S. will abandon an online purchase if they can’t find an answer to their question fast enough. Younger generations frequently turn to the Internet for answers before picking up the phone: 89 percent of Millennials reported using a search engine to find an answer prior to calling customer support.
It can be tempting to put the bulk of your company’s resources and effort into courting new customers, but some of your most valuable relationships are with the customers you have already. Your company is 14 times more likely to sell to an existing customer than it is to sell to someone new; additionally, it costs between 5 and 25 times more for a company to lock in a new customer than it does to retain a current one. Satisfied, happy customers also have stronger brand loyalty, spend more money, and are much more likely to spread the word about your business.
If you’ve researched or used issue tracking software, you’ve likely come across the term “end user.” Many end users fit a common profile--they are the people submitting issues, tickets, requests, and complaints. They are the people who need something from you. Their issues and tickets get routed to teams and/or individuals responsible for managing and resolving their concerns.
If you provide a service, sell a product, or otherwise interact with the public, it’s inevitable that someday you’ll be faced with an upset or angry customer. Maybe your product didn’t work the way that the customer wanted it to, or maybe an honest miscommunication turned their frustration into rage. Maybe they’re having a bad day and a hiccup with your company’s service was simply the last straw.
At the heart of every organization is a complex series of processes. In the manufacturing industry, these processes are particularly universal and important: from product development and creation to quality assurance and employee safety, every manufacturing company has its own set of procedures in place with unique steps that require care and precision.
When your business is just getting started, using email to receive and respond to customer questions, concerns, and product issues makes sense. With a manageable number of clients and a small team, email inboxes are great (and free!) repositories for housing all of your correspondence with clients and dealing with matters of customer satisfaction. Folders and labels allow for simple organization, and most inboxes can hold thousands of messages that can be easily searched through by typing in keywords.
What happens at your organization when an issue appears? Maybe it’s something like a customer complaint, an IT request, or a help desk inquiry. Is there a place for these issues to go where they’re safely recorded and properly organized, making it easy for the right people to see and respond? Or do they drop into a pile of unaddressed requests, left to wait until someone finally deals with them?
Nursing homes strive to be institutions of comfort, care, and nurture for their patients. However, research shows that a staggering number of elders suffer abuse, neglect, and injury in assisted living facilities every year. In response to these violations, regulations for care-giving institutions like nursing homes are growing tighter in an effort to increase the safety and security of elders placed in long-term care.
Every account with administrative capabilities in Issuetrak requires the purchase of a new Agent license. While organizations can have an unlimited number of End Users, those users are limited in what they can do in Issuetrak at the administrative level.