Today, customers expect excellent services from company support teams. According to studies, many people believe that fast resolution time is critical for an excellent consumer experience. To fulfill customer expectations for quick resolution times, support representatives and agents should leverage ticketing system practices that promote great and consistent service.
When agents and support representatives agree on service request prioritization, response, and analysis, an organization’s consumer experience will improve. Here are help desk ticketing system tips entrepreneurs should adopt to guarantee great customer service.
Outline your SLA (Service-level Agreement)
An SLA is an agreement between an entrepreneur, service providers, and their customers. It defines the services customers should anticipate from you. An SLA can be a general unofficial assurance given to all consumers. It can also be an established legal agreement for specific customer groups or customers.
An SLA must lay down service goals that complement the business objectives. For example, a startup business might promise its customers a quick feedback time of between 5 to 10 minutes, especially if the measure is among its robust growth factors.
Hold your business responsible and give your customers peace by disclosing your SLA openly. Share your service level agreement through an informative post linked in your automated answers or support representative’s signatures to display it publicly.
For example, one company gained 100% service level agreement conformity with a 35 agent team generating more than 2,000 tickets monthly. This activity resulted in enhanced service in the entire company.
Circulate Self-service Systems
Customers enjoy using chatbots. Reports suggest that customers are comfortable with using a chatbot that guarantees a fast problem solving time. Self-service systems help customers find critical answers by themselves. Doing so eliminates the burden from agents, allowing them to focus on more critical issues that require direct monitoring.
Adopt chatbots that simulate conversations on different channels like mobile apps and social media. Some rule-based chatbots display predefined alternatives to consumers, while others understand customer demands better and suggest content via machine learning.
Developing a knowledge base is another self-service alternative. This option is a search-friendly online library that helps customers find information about your services and products with ease. Studies suggest that many customers begin by searching an organization’s online resources before reporting a problem. This is an indication that well-developed knowledge systems can solve customer problems before they can raise tickets.
Develop Tiered Support to Facilitate Smooth Help Desk Ticketing System Workflow
To plan your perfect ticket-workflow, begin by assessing the size of your company, the agent’s capacity, and your customer’s demands. For small groups with moderate requests, managing issues sequentially in the earliest in earliest fashion can be a practical help desk ticketing system practice.
Larger groups tackling a sophisticated product will need more agents to adopt a layered style in ticket prioritization. Often, the bigger the team, the more tickets there will be to process. They also have additional channels to control and modifications to consider. Apart from investing in adopting an omnichannel support system, many big teams also outline tiered support, as seen below.
- Category 1 agents manage simple matters that they can resolve within ten or fewer minutes.
- Category 2 agents are more experienced. They are tasked with more sophisticated matters whose resolution takes slightly below ten minutes.
- Category 3 involves a small group of combined agents committed to VIP clients.
- Category 4 agents are professionals that manage technical issues that are overly complex to guarantee an agreement wait time.
Tiering support proficiency allows big teams to distribute tickets among multiple agents based on their urgency.
Use Predefined Message Templates And Ticket Actions
Customer’s response time expectations add strain on agents. Research suggests that many customers who rely on their phones as the main assistance channel anticipate a fast response time of approximately five minutes. Predefined message templates and ticket actions often accelerate response time. Here are some of the popular automation options for answering email, text, and chat tickets.
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Text
Configure an automated response for customers who present tickets through text to alert them about the status of their message.
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Email
Customer support representatives should adopt email templates for the common challenges they handle. They can personalize templates with information from the customer’s ticket before sending it.
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Chat
Configure a bot to initiate a conversation with customers who present their tickets through chat. Set up the bot to ask relevant questions that will help representatives determine details of the problem when they can offer direct solutions.
Finally
A good helpdesk ticketing system allows agents to develop positive customer experiences that promote customer loyalty. Further, it helps entrepreneurs develop a better employee agent experience, knowledge of ticket time expectations, and a centralized workflow.
