A ticketing system is defined as software that is used by companies to collect their customers' issues, manage the issues and follow up on the customer issues as well. These systems allow a company to stay up to date with the communication from their customers and ensures that their customer issues are resolved as well.
Since a ticketing system is software it is therefore run by a computer and hence the ticketing system is run on an online basis.
6 Benefits of an Online Ticketing System
Numerous benefits come with a company using an online ticketing system. This article will highlight six benefits of an online ticketing software.
Helps prioritize requests
A company can never come to a point where they will dismiss off their customer's issues or communication passed on to them. This communication could be a compliment, a complaint, an inquiry, or even a customer making an order or requesting a service from a company.
It is through an online ticketing system, that a company can prioritize their customer's requests. It is however necessary that a company respond to every single message sent to them as soon as possible. This hence means that the customer support team of a company should be well distributed in checking the communication sent into a company via various channels.
These channels could include social media handles of a company, a company's websites, chats or messages, and phone calls as well.
Creates easy communication
An online ticketing system also makes communication easy between a company and its customer. This is made possible through sharing of inboxes among the customer support staff of a company. The reason why sharing of inboxes may be important is that some customer support staff could not have the know-how of certain questions and hence the customer issue can be responded to by the person who knows where the question emanates from.
It solves problems
The sole reason why the online ticketing software is used by companies is to help them come up with solutions to their customer's issues. The online ticketing system will give statuses of the customer issue to a company until it gets solved. These ticket statuses range from new or open, in progress, and closed. A company's customer support team will hence ensure that all customers are satisfied when they follow up on the statuses.
In case a customer calls in and they want to follow up on an issue they had raised, it is easy to give them feedback through the online ticketing system. Some companies also send in the progress of a ticket to a customer so that they are aware of how far their issue is at and when it is shall be resolved.
It helps keep a company organized
A company that makes use of its online ticketing software is assured of its work being organized. An online ticketing system will outline their customer issues in ticket statuses and order of priority. That along gives the customer support team a plan of how they will ensure that every customer's issue is worked on.
If a company is not that organized, it will channel out unnecessary tickets whose issues were perhaps already dealt with. The online ticketing system also enables a company to keep a record of all the communication their customer's issue and this enables their customer support team to easily write their tasks report.
It is efficient
An online ticketing system is efficient in that a company can take in many of their customer's issues at the same time and respond to them as well. The response can be automated with the help of an online ticketing software as well.
This means that if for instance a couple of customers' issues were aligned to the same problem, the online ticketing system will respond to all of them with the same message. This automation of responses from a company ensures that time is saved and that customers issue is responded to in a short time.
Allows one to delegate requests based on expertise
As earlier mentioned, some customer issues could require a bit of expertise and hence an online ticketing software ensures that customers receive the correct answers. This is made possible by the online ticketing software channeling specific customer issues to people who know the area the customer has an issue in.
Conclusion
A company will always want to bring out the best to its customer. There is nothing as bad as a company not being able to deliver in what they deal in. It is for such reasons that companies should look out for using an online ticketing system.
