Regardless of the industry your business is in, it’s inevitable for customers to run into problems with your products or services every once in awhile. Because customer complaints can often lead to churn (if dealt with negatively), it’s important to handle them in a way that screams great customer service. That’s where support ticketing systems come in extremely handy. Support ticketing systems help teams manage large volumes of requests across multiple channels, and enable them to answer queries quickly and knowledgeably.
In today’s multi-channel customer interaction environment, online support ticketing system is a must-have tool for any forward-thinking service team. Support ticketing software has been designed to enable businesses to easily organize and manage their service requests coming in from an array of channels in a centralized location. From emails and calls, to chats and social media messages – it pulls in all your customer conversations into a single, shared inbox where you get all the information you need to provide a seamless service experience.
Is your business not using a ticketing system yet? It’s about time to start, if:
The number of support requests is quickly growing, but you want to make sure not a single customer request slips away
You want to create a less stressful work environment for your support team
You want to improve response and resolution times for better customer satisfaction
With the right ticketing system you can easily manage all customer interactions from one unified dashboard regardless of which channel they were sent from.
Smart ticket routing and prioritization based on Service-Level Agreements helps agents to maintain high service standards even when there’s a high volume of support tickets.
A number of collaboration features promote greater cooperation among agents and enables them to exchange critical information and work on the same tickets to provide faster resolution.
LiveAgent’s support ticket system offers everything you need to scale up your customer support and provide a flawless omnichannel service experience.
LiveAgent’s ticketing software combines all your communication channels into the universal inbox. Emails, chats, calls, social media messages are all easily accessible form a single dashboard for better convenience and efficient management. The user interface is intuitively simple and easily adaptable to your requirements.
No matter where the interaction starts, tickets always look the same. Start the conversation with a customer on live chat, follow up by email and finish it with a call – all communication stays within the same hybrid ticket under the same ticket ID, with all the information you need about the customer and their issue.
Automated ticket distribution is a unique LiveAgent feature. It ensures your agents always have the optimal work load as it enables you to rotate phone duty, set pause times and agents then rest when they need it. You can also set up your own rules for ticket distribution based on ticket parameters, events, or time-based conditions.
With LiveAgent’s support ticket management system, you can easily manage ticket responsibilities and transfer tickets to different departments or agents. Always know who is responsible for solving each ticket, and never hear “I didn’t know it was my responsibility” again.
LiveAgent enables you to add fields to each contact card so you have more valuable data about your customers available. Easily add notes, access their previous ticket history or connect any of the available third party plugins to help you build a full customer profile.
Let customers resolve issues on their own 24/7 by providing answers even when your agents are offline. In addition to support ticket management functionality, LiveAgent offers extensive self-service capabilities in the same package. That includes a fully customizable Customer Portal with a knowledge base, FAQs and forums.
LiveAgent was the most reviewed and #1 rated help desk ticketing software for SMB in 2019 and 2020.
Our ticketing system is trusted by more than 21,000 businesses around the world, across various industries.
LiveAgent’s ticketing software takes only a couple of minutes to get up and running — and we have a totally free version.
No contracts, no hidden fees, month-to-month billing. LiveAgent offers the best value for your money with fully transparent pricing, billed only for real usage every month. Choose the right plan that matches your support needs best and start improving your customer satisfaction today.
For Small Businesses and Professional Marketers
For Small Businesses and Professional Marketers
A support ticket is a customer inquiry. It could be Email, Call or Live Chat. All of these customer inquiries are transformed into tickets and displayed at your Universal inbox in help desk software.
The first step and most obvious step is to start utilizing features such as SLAs, Time Rules, or Automated ticket distribution. By setting these features, you can automate many tasks. As a result, your customer reps can easily manage support tickets inside the Universal inbox.
A support ticket system is a centralized software that supports your customer reps' daily tasks. Moreover, it automates and analyzes the customer service performance.
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