A Free Ticketing System is a very essential tool particularly for small and medium-size enterprises which are growing at a rate that grossly outweighs their mechanisms of communicating with clients. This is because it is able to provide client-communication features that are not only efficient and long-term in nature but also completely free as far as cost is concerned.
Every growing business is often one that is able to attract clients through a variety of channels which include phone calls, emails and social media just to name a few. As such, it usually needs a flexible mechanism through which it can be able to respond effectively to the numerous inquiries posed by its customers. A simple ticketing system is certainly at the top of the list when it comes to improving client-organisation interactions.
In terms of functionality, a ticketing system may be defined as a tool that records interactions between an organisation and its clients through ticket documentation. It is these tickets that facilitate greater efficiency as far as responding to customer queries by service representatives is concerned. Ticketing systems therefore enhance client experiences by improving organisational competence in regard to customer service.
The Workings of a Free Ticketing System
A free ticketing system is a great tool to adopt at the very start of a business entity. This is because it can help solve problems that would otherwise have affected a business that chooses to adopt it only when communication challenges arise. A ticketing system usually follows particular procedures when streamlining client-organisation communication. These include:
Ticket Creation
The very first thing that a ticketing system does it to generate a document otherwise known as a ticket which records the communication between service representatives and clients.
Shared Access
The next thing a ticketing system does is to allow shared access to the ticket for service agents and clients alike.
Threading
Threading is the mechanism which allows clients and service representatives to communicate on a single, mutual platform that is exclusive to both of them. Shared access and future reference can only be facilitated through threading.
Alerting
A ticketing system is able to alert both parties of any new communication. When it comes to service representatives, it is able to alert them on any new clarifications being sought by a client at any given time. For clients, it is able to alert them on any resolutions that may have been arrived at by the service representatives concerning the issue at hand.
Closing and Re-opening of Threads
When a resolution is arrived at by both parties concerning the matter in question, either of them is authorised to close the ticket. It is however possible to re-open the ticket in the if new enquiries or future follow-ups come up. This is easier when compared to opening a fresh ticket. Client assessments on service delivery can also be conducted each time a ticket is closed.
The Merits of a Free Ticketing System
The following are the major advantages of adopting a Free Ticketing System in your franchise:
Teamwork Enhancement
It is possible for a service representative to require the expertise of other colleagues or even outside parties when handling a given customer issue. A free ticketing system allows ease of collaboration when this is the case. This is because it is able to give ticket access to all stakeholders involved thereby communicating the context of the matter at hand in a clear and timely manner.
Flexibility of Personnel
Customer service representatives are usually only able to handle a case at a time in cases where a ticketing system is absent. A free ticketing system gives them the ability to handle multiple clients within short periods of time since it provides them with a common interface which enables flexibility.
Performance Appraisal
Performance measurement is a key element especially when it comes to customer service. This is because customer service provides information regarding clients which is able to pinpoint the areas of an organisation which need to be enhanced and improved. A Free Ticketing Systemis thus able to improve the scope of this information by providing data on the creation, lifespan and closing of tickets. This can help in determining the performance of your team relative to the number of tickets available per time.
Consolidation of Communication
A free ticketing system is able to integrate all forms of customer communications into one platform. This eliminates the weight and pressure of searching through multiple mediums which is usually put on customer service representatives. Enquiries can even be transferred between service agents in cases where collaborations are needed.
Conclusion
The multiple benefits of adopting a Free Ticketing System make it a no-brainer as far as improving customer service in any organisation is concerned. Start your journey to greater customer experiences by streamlining client-organisation communication through the use of a free helpdesk software today.
