Keep Everyone In The Loop With Ticketing Software

Much conversation is happening around the rise of the customer service and the importance of this department in today’s product and brand placement. Gone are the days when good products were enough for websites to perform well and sell more. Today customers are more receptive to good customer service and whole lot more honesty.

With such pressure on a customer service team, the team is sure to have hectic work cycles. However, the number one thing to remember is that good customer service comes from happy employees. Overworked employees are not happy employees and thus the repercussions are large. Let's break this down. How do customers get in touch with your customer care? It could be via chats across channels or emails. In this case, imagine when a customer service representative comes into work every morning, they have to sift through a pile of emails and chat messages to respond to them. In the meantime, if there arises a need to go back and check some old conversations, they will have to sift through pages and pages of communication before reaching it, if they get lucky. This system is a mess and very chaotic. So what does one do?

Ticketing Softwares and why they are good

Ticketing software is literally the godsent answer to all the above problems. A ticketing software is one where when a customer leaves a query, the conversation opens as a ticket for the customer service representative to look at and resolve. Once resolved, this will be bucketed separately for later reference. However, if the same customer reopens this same ticket then the entire thread will reappear thus making it easy to get a context of what the customer is saying and allowing the representative to resolve efficiently. This method is easy, accessible and the most sensible for today. 

Below are some of the advantages of using a ticketing software to attend to all customer service issues received both on the website and through social media channels.

1. Another brilliant aspect about help desk ticketing system is that it helps alleviate time spent on redundant communication. Since this system links conversations, a representative only has to look at the most relevant communication only. 

2. Tickets can also be queued such that it is picked up based on the severity as set by you. Some brands may include clauses that are specific such as order related queries get top priority, in which case these tickets will be available first. However, in most cases, these tickets are lined in first in first out basis.

3. Tickets are also easy to track. So when one representative is unavailable at any given time, another customer service representative can access this ticket as well with an entire context of previous conversations as well. This is absolutely crucial, as many times, these are the things that get missed, thus resulting in unhappy customers. With the help of this ticketing software, it is easy to route tickets to the respective teams and also keep track of them. A ticketing software is seamless and does not allow for the team to miss any tickets at all. This ensures that all customers are responded to not only in a timely fashion but also correctly and efficiently.

4. Ticketing software is great to analyse and study which areas on the website or product might require help or changes. This is because in emails and chat messages many supervisors are unable to see the messages that may be missed through the gaps. But with a ticketing software, the communication is documented and can be analysed as per the departments that received it the most. This was if a department requires more staff or more training, this can be inferred from here. Moreover, this will also help in product improvement and automation largely.

5. A ticket is also easily shareable without getting lost in the process. For example, if one customer's requirements can be catered to by different departments, then a ticket will help give a more holistic and wholesome view of the issue at hand. This will allow the team to respond together thus making the service more personalised and thoughtful.

6. Finally, ticketing software also comes with advanced technical assistance such as reminders and actionable messages. These keep track of every individual representative's performance in as much detail as it would, the teams. The ticketing software automatically converts those tickets into red which have not been responded to in the SLA decided by the company, thus making sure, no customer is disappointed.

Providing excellent customer service might look like a big hassle but with the latest updates in technology, this seems like an easier battle to win. It all comes down to an excellent tool that works best for your team and customers. Most importantly, a good set of tools also make employees happy and work more interesting. But remember, customers prefer honesty and with modern ticketing software you can keep a customer in the loop so they never miss an update.