A customer service ticketing system can be described as an organizational system that helps you support and deal with your organization's issues or accidents. A customer service ticketing system is an integral part of any organization as it enables the IT team to be focused, effective, and well-organized.
Customer service ticketing systems always directly impact customer retention, public brand image, costs, and revenues.
Importance of Customer Service Ticketing System
Better Support for Happy Customers
An effective ticketing system should be able to; systematically capture, and categorize tickets correctly. When tickets are taken and organized systematically, the management of incidents becomes much more manageable, resulting in quick problem resolution times.
Improved Customer Retention
Having an effective customer service ticketing system helps you to retain your most valued customers. This is because customers feel greatly valued when their issues are addressed in a most satisfactory way and within the shortest time possible.
Additionally, a ticketing system also allows your organization to build a positive public brand image. When issues and incidents are solved adequately, the chances are that your customers will be willing to talk about how much assistance they got from your IT team rather than dwell on the problem or issue.
Saves Time and Money
An effective customer service ticketing system also allows your organization to save time and money. In a traditional customer service setting, the IT team usually waste a lot of time trying to sort issues and attending to them manually.
However, with a ticketing system in place, less time is wasted, and your IT team can engage in other valuable tasks hence saving you time and money.
Ways in Which Ticketing Systems Increase Customer Retention Rates
Automation of the Ticketing Process
Customers rarely care about what is going on in your organization. The only thing that interests them is to have their queries attended to as fast as possible.
By automating the ticketing process, the speed of the customer support experience is greatly improved. Tickets can be speedily identified, and agents can be assigned tickets much faster. Also, the rate of resolving tickets is increased.
The ticketing process's speed is increased because support tickets can be automatically captured from communication channels such as phone, social media, email, and SMS. By capturing data from all these channels automatically allows your IT team to spend less time gathering data, and in turn, they spend more time resolving customers' issues and queries.
Customers' Communication Channels
A ticketing system helps in opening up customers' communication channels. As such, there is increased customer satisfaction as well as improved business communication process. In traditional customer service, where everything is done manually, communication channels tend to be overwhelmed by large numbers of customers seeking assistance.
This is because dealing with one particular issue can take much longer in a manual setting, creating a 'jam' in the communication channel. However, with a ticketing system, handling queries, issues, and problems is much faster hence keeping the communication channels open.
Proper Assigning of Tickets to Agents
With a ticketing system in place, tickets can be easily tagged and grouped according to their priority. These tickets can then be assigned to an IT team agent who is better positioned to handle them.
This is essential as customers get to have their problems solved by the most conversant support staff. Also, requests are dealt with according to their level of priority, hence speeding up the process of adequately resolving a customer's ticket.
Features of a Good Customer Service Ticketing System
Self Service
A sound ticketing system should have multiple self-service options. This is because customers' do not have a particular time that they are more likely to encounter problems. They can encounter problems at any time of the day or night. Self-service options help them to get a wide variety of answers to their queries anytime.
Customer Access
A sound ticketing system should also give your customers access to your organization when they need it. Nothing is worse than a customer submitting a ticket and then not getting a response or being made to wait a long time before getting an update.
Powerful Search
A sound ticketing system should also have a compelling search. Your IT team need not spend hours searching through many pages of notes to find what they require. Being able to locate data quickly gives your IT team the confidence they need in doing their job.
Conclusion
A customer service ticketing system is essential as it helps you take care of your customers more efficiently. As they say, retaining old customers is cheaper than acquiring new ones.
