What Is a Support Ticketing System and How Can It Improve Customer Service?
Ensure every request reaches a full resolution with your support ticket system.
A service request is a make-or-break moment for every company. Provide a satisfactory solution, and you not only gain one person’s loyalty, you also benefit from positive reviews they may share with others. If you don't meet their expectations, you may not get a second chance.
A robust service ticket system helps you capture every customer service request, manage it appropriately, and resolve it on time. If your system isn't up to snuff, requests can fall through the cracks, customers may bounce from agent to agent, and you may not address the issue to their satisfaction (or at all).
Every company needs a ticketing system that can successfully resolve service requests — from customer calls to partner needs to internal IT help. Consider if your current system is up to the task.
What is a support ticketing system?
What are the benefits of a sophisticated support ticket system?
Offer customer support at scale
A huge sale event or a sudden unexpected demand for your products or services leads to an influx of support requests. How do you manage this? A simple email system would quickly become overwhelmed. And what about the customers reaching out by phone, live chat, and social media?
A single ticketing system collects all customer queries and distributes them according to priority and subject matter. For example, queries containing specific keywords route to the appropriate experts. Add artificial intelligence (AI) to the mix, and your ticketing system can resolve the most common and most straightforward questions on its own, perhaps using a customer service chatbot or auto-responder emails. This allows your team to stay focused on the complex tasks that require the human touch and improve the customer experience.
Customer inquiries can fall through the cracks when they're not appropriately prioritized and sit on Page 2 (or 47) of an agent’s inbox. Issues also arise when support staff go on vacation, move into a different role, or leave the company.
Connected systems prevent these problems with built-in case management. Agents follow tickets through various stages: new, in-progress, closed, and every stage in between. They can pull up a sorted list of cases at any stage to quickly see how long they have been in the queue or determine whether they should follow up with the customer or a manager.