Successful businesses build their brand through great customer experience. This is achieved through the provision of great customer service through a ticketing system where customers post queries plus other comments regarding a product. The open source ticket booking system is the ultimate solution for the management of clientele queries, support requests, plus additional communication with clients. It is utilized in the assignment of tickets to customer complaints plus questions.
With the open source ticketing system, all customer tickets are trailed and stored within the system, thus allowing the representatives to combine multiple requests. The open source system is cheaper to use given the very minimal costs incurred compared to the copyrighted proprietary ticketing software.
Advantages
Ticketing systems contribute greatly towards customer satisfaction. The following are some of the advantages of an open source ticket booking system in the provision of customer care.
1. Functional
This is the major benefit of the open source ticket system. It supports all that is required by both small plus large businesses to give some comprehensive customer service resolutions to their clientele. The system has unconstrained agents, unlimited functioning departments, and unrestricted ticket numbers. Also, the system provides free licenses to anyone that wants to be hosted plus conventional ticket functionalities.
User-friendly interface
This is another strength of the open source ticket booking system. The system is user-friendly, in addition to having an easy-to-utilize interface for both system administrators plus agents.
Training new employees on the system’s usage takes a very limited period because of its simplicity. New employees also find it easy to learn and use the system. It takes them just a day to grasp how the system functions.
Moreover, given that the system is simple to use, customers do not require any training on how to post queries or complaints. This is of great benefit to businesses and customers.
3. Free and open source
The open source system is completely free for all users. Even though they have a cloud-hosted service that is paid for, the free downloadable version of the open source system performs satisfactorily all that is required of customer service. It is very equipped and well-built to tackle all customer queries plus complaints.
Disadvantages
The open source system has some challenges, which are seen as disadvantages to using the system. They are as follows.
1.Lack of statistical tools
This is yet another flaw in the system. It lacks statistical tools that are often utilized to measure the system’s overall performance. Also, statistical tools can be employed in measuring the agent’s performance.
The system has about a page of charts plus graphics that are complex to comprehend. The information contained in the graphs is basic and gives a slight reflection of the total performance of the system. The lack of statistical instruments makes it difficult for the system to be utilized for any form of reporting.
2. Lack of social media integration
Social media integration implies the connection between the open source ticket booking system with the social media pages such as Facebook, Instagram, and Twitter. Social media is currently very common across the world. Most people like using social media to air issues and communicate.
The integration of a customer service system with social media can be very beneficial to both business and customers as the customer base is broadened. However, the open source system is not integrated with social media.
Customers who wish to raise a complaint or query have to use the common channel. This is a great disadvantage especially with the current generation where most businesses and customers are utilizing the social media space.
3. Hosted versions are expensive and customization is difficult to come by
Apart from the free downloadable version of the open source ticketing system, there is the hosted version. The hosted version must be paid for to be able to utilize it. The pay is huge and many can barely afford it.
Moreover, customization of the system to your liking is rather difficult. Most times it will require you to use your own programming expert developers to do the customization for you. Otherwise, you are forced to use the system as it is.
Conclusion
The open source ticket booking system has both advantages and disadvantages as shown above. You can weigh on them to determine whether investing in the system is worth it or not. You may want to start with the free version before going for the hosted version.