What is phone ticketing?
Every phone call from a customer to helpdesk is archived in a form of ticket. The ticket contains information about the caller, the agent and the conversation between them. When another call concerning the same topic is made, information about it is added to the previous ticket.
Ticketing is important for keeping track of all the actions. Not only phone calls, but also emails and other means of communication are turned into tickets. This helps to maintain unity and order among all channels.
Frequently asked questions
What is phone ticketing?
How can you use phone ticketing?
Telephone tickets allow you to collect information about customers, collecting stories about communication between the customer and the company. Thanks to this, you have unity and order in communication on all channels.
Can you use phone ticketing via LiveAgent?
LiveAgent offers the option of telephone tickets. Thanks to the software, you can use the phones at a higher level and thus develop the level of customer service.
Phone ticketing is a powerful tool for providing real-time support and resolving customer issues quickly. By utilizing this technology, businesses can enhance their customer service experience and increase customer loyalty.
Ticket forms, also known as contact forms, are a standard feature in most ticketing system solutions. They allow you to collect additional information from customers before they submit queries, using dropdown menus or mandatory fields. The form can be placed anywhere on your website to be easily accessible. Furthermore, they can be created for many types of service requests, allowing you to precisely enter individual content and specific categories. LiveAgent offers customizable ticket forms, transfer ticket function, and other related functions.
LiveAgent offers an Interactive Voice Response (IVR) feature for call center software, allowing for organization of calls and routing of callers to appropriate departments. The IVR setup can be done through YAML scripting, but LiveAgent provides a guide and preset examples to help. While not the easiest setup, LiveAgent's 24/7 customer support can help. Custom recordings can also be added. The IVR performs well if planned correctly. The feature is only available in the Large plan starting at $49 per month per agent. Overall, the IVR does its job well with flexibility and customization options, but may require some skill and effort to set up.