You’ve heard the old saying: “If you want something done right, do it yourself.” This sentiment still rings true for many tasks, but with the rapidly expanding scope of modern technology, it’s just as likely there’s software out there that can do the same thing as well as (or better than) a human can.
You’ve done your research and gone through the long process of choosing the perfect software for your team. Although you might be thrilled to launch a new solution, your team might feel otherwise. Convincing employees to get excited about adopting a new way of doing things can sometimes be a difficult process.
Imagine your organization just installed new issue tracking software. You boot up the program and begin to build your first issue submission form. However, you soon realize that you can only set the form up a certain way, and with limited types of fields that are pre-determined for you by the software. You can’t even rename the issues to “tickets” or “complaints” or “requests” (or another term your team may use for these end user submissions).
You’ve done the research, weighed your options, and finally decided which Issue Tracking software you want to purchase for your organization. Now you face another important decision: do you host the application via cloud or on-site?
In previous blog posts, we’ve discussed the importance of communicating with your customers to better understand their needs and expectations. One of the best ways to do this is through a customer survey. Surveys provide a platform for gathering essential customer feedback. When crafted and presented effectively, they are powerful tools that help to identify your company’s key customer service strengths and pinpoint its weaknesses.
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.
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.
January 28, 1986. The Space Shuttle Challenger disintegrates 73 seconds after launch, killing all seven crew members, including teacher Christa McAullife. In the months following the disaster, the Rogers Commission Report criticized the decision process that allowed the launch, overriding the concerns of the engineers that made the faulty O-rings.
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.
Not all issue tracking software solutions are created equal. A great solution goes beyond the interface, beyond what happens behind the scenes, and becomes integral to every employee's daily workflow. Here are four benefits of using easy-to-use issue tracking software.