Customer support requests are numerous throughout the day and can appear at different times and on different channels. Managing all requests with traditional systems is almost impossible, with the risk of not being able to handle them in time.
Customers feel undervalued and begin to lose trust in the company. The final result is inevitable: loyalty becomes ineffective and the customer turns to another company.
This problem can be solved with effective help desk ticketing software, which speeds up responses, reduces errors, provides an efficient service to customers and simplifies the lives of agents.
If you want to equip your company with a valid ticketing service and optimize customer support, you can turn to us at We Are Fiber without any problem. We are equipped with the most modern technologies, capable of adapting to every requirement and need.
What is a ticketing system?
A ticketing system is a computer system designed to record and manage all support or problem requests submitted by users. It is connected to a database that collects information on customers, products and services provided, and all phases are monitored and managed, from the reporting of the problem to its resolution.
Managing a request follows a much leaner process, which provides clear answers to users on how the problem will be handled and on the timeframes. The agents themselves can act with a more complete overview, thanks to which they provide clear and precise answers in the shortest possible time.
Why choose a multichannel ticketing system
As mentioned earlier, requests can come from different channels and the risk is being unable to manage them correctly. A ticketing system collects all support tickets coming from different channels and then organizes them in a single view. Agents can thus answer questions from the same view, regardless of the channel used.
All emails are placed in an intuitive, convenient interface, so you can also respond across different email addresses. In the same way, it is possible to communicate with customers on the various social networks, possibly setting certain keywords.
To offer greater support to customers, you can use live chats to better understand their needs. If the problem requires greater attention, it is enough to convert the chat into a ticket. Modern ticketing tools also allow you to use cloud telephony, making and receiving calls directly from within the help desk. All calls can be archived, monitored or turned into tickets.
An improvement in the user experience
Correct customer management is a fundamental factor for a company’s success. Customers must feel looked after and, above all, they demand fast and effective answers as part of complete, high-performing support.
For them, for example, it becomes tedious to present the problem every time they use different communication channels. By leveraging previous tickets submitted by customers, agents can quickly learn about the problem and understand the context in which to intervene. Problem resolution is thus fast and prompt.
According to recent statistics, a good portion of consumers prefer to use the web’s self-service knowledge to solve problems quickly. This is certainly a factor to leverage for companies that, by offering users the possibility of independently finding answers to their questions, can free themselves from burdensome and in some ways pointless work. It is therefore advisable to create an archive containing the most frequent questions, or a blog with tutorials relating to the most recurring problems.
If customers do not find the solution to their problem, they can always contact customer support through their preferred channel.
Leaner and simpler work for agents
Agents must have as much information as possible in order to work calmly and without stress, and to improve productivity. There must therefore be a clear hierarchy that explains and identifies who handles a given ticket. Smart automations make it possible to assign the ticket to specific agents who have the right technical skills to solve a problem quickly.
Multichannel ticketing systems make it possible to monitor the performance of customer service, measuring satisfaction and identifying strengths and weaknesses. It can happen that some problems require more time than others or that they often occur at certain times of the day. With the right tools it is advisable to adopt the necessary countermeasures, creating customer reports when needed and planning interventions.
Ticket management can be shaped according to the needs and guidelines of your brand, thus supporting the growth of your business without disrupting its strategies.
For more information, we at We Are Fiber are at your complete disposal to turbocharge your business.
