Despite the vital role ticketing systems play in helping businesses to deal effectively with high volumes of customer support requests coming in from a variety of communication channels, a huge number of organizations are still ignoring this customer service tool.
This is mainly due to the lack of understanding of what a ticketing system actually is and how it can help a business. The following article highlights some major benefits you can expect to achieve from implementing a ticketing system software and using it to manage your daily service routine.
While your service operations may be able to function at a base level using email or other software solutions, they do not come close to matching the functionality and capabilities of a professional ticketing system. Here are the top reasons for adopting a ticket management system in your business right away.
One of the most obvious advantages of using a ticketing software is its ability to organize and catalog all incoming support queries in a centralized location, which is especially critical for businesses having to deal with high volumes of requests. Not only does it enable reps to easily manage support cases, it also makes it far less likely that some of the customer requests will go unanswered or unresolved. Besides, since tickets can be prioritized, the agents can determine which requests should be answered first and don’t have to worry about solving all queries at the same time.
Ticketing systems are designed to function seamlessly in today’s multi-channel environment. If you are offering support to your customers through a number of different channels, a ticketing software can help your team consolidate all customer communications into one unified thread. That means your customers can use the channel of their preference or even change channels in the course of resolving an issue, while the interactions will always be logged to the same place. Even if the customer ends up working with a different agent, all communication will be stored in the original ticket.
Many ticketing systems come with the ability to incorporate Service Level Agreements. SLAs help to set clear expectations for both customers, providing clarity about when they can expect to receive a response or get their issue resolved, and your support team, giving them goals to work towards. That ensures your support reps always meet the agreed service targets and maintain high service standards, while customers get serviced in a timely manner.
Microsoft’s survey found that more than 75% of consumers expect service reps to have visibility into previous interactions and purchases, yet nearly half of those surveyed said agents almost never or only occasionally have the context to most effectively and efficiently solve their issue. Using a ticketing system, agents have access to the records of past interactions with every customer, therefore they always have all the information they need to provide a seamless service experience without having to ask customers the same questions multiple times.
With all the interactions being limited to one shared location, ticket management systems make it easier for both customers and service agents to communicate with each other. Customers can access the ticket through their email inbox and continue interaction with the agent who is responsible for handling their request. In cases when the conversation needs to be continued by another rep, they will have all the history of previous interactions at hand and will be able to deliver a consistent and personalized experience to that customer.
Ticketing systems promote greater cooperation between the members of your customer support team using a number of collaboration features such as transferring and escalating tickets to more senior team members, internal messaging capabilities, adding private notes to tickets that are visible only to agents and more. The shared visibility provided by ticket management systems allows multiple agents to seamlessly work on the same case or exchange critical information which can help to resolve issues faster.
The automation opportunities provided by ticketing systems are enormous. Firstly, the software gathers support requests from multiple sources and automates ticket creation – a ticket is created automatically every time a customer raises a query using a support channel of their choice. The tickets are then distributed and assigned to the appropriate departments and agents based on agent workload, expertise or other pre-defined parameters. Automation also makes it easier to prioritize tickets according to certain set rules and define the order in which tickets are addressed to ensure a timely and efficient resolution.
Because of the level of organization and automatization ticketing systems bring, the agents can work on the cases matching their level of expertise, and always know which requests need to be resolved first based on ticket priorities. That ultimately means improved agent efficiency and productivity, less room for human error and faster ticket response times. In case of complicated issues, agents can effectively collaborate which also leads to quicker ticket resolution.
Online ticketing systems typically come with the built-in reporting possibilities that allow tracking a variety of customer service metrics and KPIs. Those could include channel usage, ticket volume, ticket resolution time, first reply time, SLA compliance, agent activity, and productivity and much more. These metrics form the foundation for measuring your overall customer service performance and efficiency, as well as provide valuable insights into where you need to optimize your service operations.
Improved customer satisfaction is the underlying benefit that most of the mentioned above advantages lead to. When ticket backlog is reduced, agents are able to effectively prioritize, collaborate and resolve requests faster, when interactions are professional and personalized, allowing customers to enjoy a better service experience, the overall customer satisfaction will eventually increase.
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