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Why Use STAMES Instead of Email? Many Reasons

July 3, 2014

If you’re thinking of using Stames to manage your customers’ requests or problems, you’re probably wondering if this software is really worth the investment.

Perhaps you’ve been using email to keep track of customer complaints and you’ve never had a problem with this method. What you probably don’t realize is how much simpler Stames makes resolving customer issues. The organization it provides helps with efficient problem resolution, which benefits customers and companies.

Prioritization

Stames helps prioritize more important tasks so workers get to fixing urgent issues first. You can design a ranking system to workflow where certain problems fall into certain priority categories. With email, workers just take problems in the order that they come in, meaning a severe issue can go unresolved while a trivial problem receives assistance.  

Efficiency

Stames helps the support team work more efficiently because they aren’t going back and forth between inboxes and trying to decide what to do next. You can integrate email with Stames, and the software will organize incoming emails appropriately. This allows team members to work at full capacity, meaning that more problems get resolved in a shorter amount of time.

Centralization

When IT support staff has to sift through different email accounts to find requests, work can become confusing. Stames keeps all requests in one place, which results in less stress for support staff and faster problem resolution for customers. Email systems can also get complicated if more than one employee works on the same problem. Employees have to remember to cc each other to keep each other informed. With Stames, the entire history of the issue is in one place, including who worked on it and what they tried.

Collaboration

Many issues require the expertise of more than one support professional. With Stames, workers can collaborate with each other quickly. Collaboration is time-consuming with email because it involves employees accessing each other’s work email and digging to find the problem. When collaboration is simple, support workers are more likely to obtain help from coworkers rather than struggle for a prolonged period of time to solve the problem themselves. This translates into happier, less-frustrated customers, which benefits the business.

Tracking And Reporting Metrics

Tracking and reporting metrics help support workers stay on task since they’re being tracked. These metrics provide information about the work each employee completes, the time each employee takes to resolve a problem, and whether customers received sufficient help. You can run a report on any ticket in the system, and you can specify a date range to run reports on a certain employee’s tickets. With email systems, you can’t receive these metrics to keep track of who is working efficiently and who isn’t.

Professionalism

Stames looks more professional than email, and companies can advertise that they use it. This software provides customers with confidence that the company cares about their issues and will actually help them. When customers just see an email, they may become concerned about whether anyone actually checks that email and how often. This is anxiety-provoking for customers when they’re having urgent problems.

Since Stames looks professional, small businesses gain an edge when they use it. Many small businesses just use email while the larger enterprises have Stames. Therefore, small businesses that use Stames look bigger than they are and more sophisticated. They’ll also gain an edge over bigger companies that are still using the email method.

Searchable Database

Stames offer a database of previous tickets (report generation included) that workers can search through. This is helpful because workers can look at past tickets of similar issues to give them ideas on what solutions to try.

Self-Service

With Stames, you can give your staff and customers access to a self service portal that will enable them to create and manage their tickets, generate report and much you. If your plan support customer relationship, you can create company profile and connect your users to company profiles. This will make it easier for them to access the status of other users on the same company profile. If your plan supports asset management,  you can create an asset databese and their sites and locations which can make ticket creation seamless and very efficient.

Transparency

Stames just allows you to view details that email systems don’t provide. It gives information and graphical data about the businesses and departments that submit the most support requests, which helps in allocating resources. Stames also shows uncompleted tasks, the status of tasks, and which employees worked on a certain task. All of this information is helpful when it comes to providing customers with quality, efficient support.

Continuity

Stames also provides continuity when it comes to reassigning tickets. You can easily re-assign a ticket to a different worker if one worker leaves. The new worker can just pick up where the old worker left off. They’ll see a detailed history of the problem and solutions the old worker already tried. There’s no need for them to dig through the old worker’s email account to find information.

Stames offers a 60 days free trial. No credit cards needed. No hidden fees. Just instant access. Pricing after trial starts from $29/ month with no restrictions on number of agents or users. Get started with an account today here.

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