Companies need to manage their service and support cases to maintain an ongoing stream of service. For this to happen, a customer service tool needs to be in play, so most companies use ticketing systems.
An IT ticket system or app will create a ticket that will document all the customer interactions and requests over time to make it easy for the company customer service rep to resolve any complicated issues. This allows the customer service team to prioritize their assignments better and create a great customer experience.
How IT Ticket System Works
The first thing you do for a ticketing system to work is creating a document that will record all customer interactions on a service case or support. The rep and customer share the ticket. It logs all communication in a continuous thread.
This allows both parties to refer back to the thread whenever confusion or some details have been overlooked. It provides the opportunity to review past information when the need arises.
Ticket creation alerts the reps to work on the issues and alert them on a resolution or any updates that come up. The customer can also communicate with the rep via the ticket if they have any questions. The IT ticket system will then alert the rep of any responses logged on the ticket for them to address the issue as soon as possible.
The rep or customer can close the ticket once the issue has been resolved. Either party can also reopen the ticket for any additional requests or follow-up questions. There is no need to create a new ticket with a different rep because the customer will still have access to the same rep they worked with before and continue from where they left off.
Ticketing systems like NPS have built-in customer feedback, making it possible to collect customer reviews whenever a ticket is closed.
Why Companies Should Adopt an IT Ticketing System
Companies have customers interacting with their businesses, leading to a higher volume of service cases and customer support. You would have to hire more customer service reps to successfully match the rising demand, which only puts more pressure on your team to resolve issues and multi-task simultaneously.
One of the best ways to overcome such challenges is by adding an IT ticketing system to your companies' help desk to offer your customer service reps with scalable solutions. Some of the reasons companies should have IT ticketing system include:
Helps Consolidate Communication Channels
IT ticketing systems help teams consolidate communication into a single thread, especially if they offer an omnichannel support experience. Omnichannel support allows customers to access customer service teams via different communication channels.
However, with such a support experience, customers cannot use the channel consistently when troubleshooting service issues or individual support. This is where companies find themselves with errant tweets asking for an update, and the customers still expect you to email them for follow-ups.
Reps dealing with over 20 customers a day can end up being confused. With a ticketing system, you can eliminate certain issues by moving all communication to one thread. This allows the interaction to be logged to the same place despite the medium the customer uses to communicate.
When a customer works with a different rep, the communication can still be transferred over to their original ticket. Hence, with information being consolidated into one thread, your team is less likely to miss crucial details that lead to a faster resolution.
Improves Organization
An IT ticketing system helps your team organize and catalog high volumes of support cases. It allows customer service reps to manage many issues since all tickets are labeled and prioritized by urgency.
This especially comes in handy for companies dealing with crucial situations where large amounts of support and service tickets are filed as specific issues. With a ticketing system, the reps can identify and segment cases to be quickly addressed in bulk by a designated task force.
The system also helps centralize information by storing them into a single software that can be searched and referenced for future cases. This helps with customer service analytics and allows reps to quickly lookup past issues with solutions related to the present problem.
In Conclusion
IT tickets make it easy for reps and customers to communicate and make it easy for your customers to access tickets through their email inboxes or send questions directly to reps who can quickly handle the case. IT tickets provide companies with enhanced communication, efficient organization, and adequate accessibility.
