Ticketing systems are designed to limit procrastination and ensure questions and issues are resolved on time
Ticketing systems are designed to limit procrastination and ensure questions and issues are resolved on time.
Here are the benefits of using a ticketing system like Claritick:
Organization
Ticketing systems allow you to track problems. If your business is large, it’s going to need a way to track all the volume of support cases. Some issues are going to need more attention than others. Typically, when a problem is very difficult to solve, employees lose enthusiasm and procrastination sets in. Therefore, using a ticketing system is important, using such software a ticket manager and their employees are linked in following up and ensuring issues are resolved on a timely basis. Unknowingly, ticketing systems are a customer’s best friend. Thanks to the way ticketing systems are structured, reps can easily manage multiple cases at once, and customers don’t need to wait their turn for fast assistance.
Data Centralization
First, one must appreciate how data is collected. Either a customer rep enters the information via telephone, or the data is auto-populated from a live chat messenger bot (consider using Convosio an optimized live chat system).
Once customer info is gathered, it’s nice to have it all stored in a centralized location so other reps can look up and reference different issues to help resolve their existing ones.
In addition, when the customer calls in again, even if they speak to a different rep, the communication will still be stored and transferred to the original ticket. This way, information is consolidated onto one thread. The support team will be less likely to miss important details and a resolution can take place faster.
Communication
When customers contact your business to follow up on a question or issue, they may use different communication channels. They could call in, live chat, email, or use social media. However, a ticketing system eliminates the chaos of the sporadic communication the customer chooses. With a ticketing system, no matter which medium the customer uses to reach out, the interaction is always logged to the same place.
Access
A ticketing system gives customers access, which makes them feel empowered which leads to buyer satisfaction. We all know the success of a company is based on customer satisfaction so, a ticketing system will lead to greater success for a company. Customers can simply access their email inbox and send questions or queries to the individual rep handling their case. This seemingly personal level of service is going to boost customer satisfaction to a high that leads to greater retention. In addition, with a ticketing system, you buy yourself more time to respond with an optimal response. Why? Your customer is not reaching out via telephone which requires an immediate response, nor via live chat which demands a response in less than 23 seconds. Also, with a ticketing system, the customer will never know if multiple different individuals are working to solve their case. Nor is any personal email address being shared with the customer to risk getting bombarded with messages from one specific disgruntled person.
Conclusion
Get your support team organized today with customer data and resolutions easily accessible for all employees to follow up on and reference. A ticketing system is the fastest way to ensure questions and issues get assigned to employees and closed out as quick as possible. Use Claritick today or sign me up for a trial.
For questions: claritick@mydev.com or call +1 (224) 279–1076
