Ticketing Systems

In customer service, reps use automated ticketing systems.

So reps are listening to the next customer’s problem whilst sending over the current caller’s case to a specialist to take a look at.

And when the specialist has a solution, the rep relays this information to the customer.

That’s why, growing companies with expanding customer bases, should adopt ticketing systems for their help desk.

Because ticketing systems help customer service teams prioritise assignments to create enjoyable customer experiences.

How ticketing systems work?

Ticketing systems work by recording interactions of support or service case by creating tickets:

• Tickets are shared between reps and customers
• Tickets log communication on a continuous threads

This benefits both parties, as they can refer back to the thread anytime.

After tickets are created, reps work on issues, updating or resolving cases then alerting customers via tickets.

Customers can also use the ticket, if they have questions during the process, to communicate with customer service reps.

Then, ticketing systems alert reps to responses on tickets so reps can address them.

When issues have been resolved, either reps or customers can close tickets.

But tickets can be reopened for follow-up questions or requests by either party.

And instead of creating new tickets with new reps, customers are connected to the same person as before.

Ticketing systems also include customer feedback tools like NPS, which collects customer reviews whenever tickets are closed.

Benefits of Ticketing Systems

When more customers interact with your business, it means more customer support and service cases.

And ticketing systems help overcome high customer service demand with solutions for customer service reps.

So the following are reasons why growing companies should use ticketing system for customer service and support teams:

Organisation

Ticketing systems help organise and catalogue high volume support cases for customer service departments, also known as problem tracking:

Problem Tracking

Ticketing system’s problem tracking and organisation, helps reps manage multiple cases at once.

Because each ticket is labelled and prioritised by urgency, which helps when customers file high volume tickets about specific issues.

Ticketing systems help identify and segment these cases so they can be addressed by designated teams in bulk.

Data

Ticketing systems centralise information so tickets are stored on one software where they can be searched and referenced for future cases.

This helps with customer service analytics and reps can look up past cases that have solutions related to their present problems.

Communication

Companies offering omnichannel support experiences, can use ticketing systems to help keep communication in one place.

With omnichannel support, customers can access customer service teams on different communication channels.

But, customers may use different channels when troubleshooting individual support or service issues.

So ticketing systems solve this by communication and interaction in the same place, no matter the medium customers use.

Even if customers work with different reps, communication can be transferred to the original ticket.

And all this information in one place gives customer service teams important details for faster resolutions.

Accessibility

With communication in one shared location, ticketing systems make it easy for customers and customer service reps to communicate.

Customers can access tickets via their email inbox and send questions directly to reps handling their case.

Also benefiting reps with less pressure to quickly resolve cases and setting communication expectations when creating tickets.

Because transparency with customers creates more trustworthy experiences and improves customer satisfaction.

Conclusion

Increase productivity for reps and give them the resources to effectively serve customer with ticketing systems for:

• Your customer support team
• Your customers

Doing so will increase delight and loyalty with your customers.

Now it’s over to you.

Tell me how ticketing systems have helped your customer support teams and customers.

Let me know in the comment section below.