Customer satisfaction is certainly the backbone of any business as far as sales and profits are concerned. This is because commodities are generally produced by organisations with a view of satisfying clients. Satisfied customers are definitely more likely to come back as opposed to frustrated and discontent ones.
Herein lies the importance of a Wordpress Ticket System. Wordpress ticket systems are simply programs which facilitate organisations running Wordpress-based websites to track client queries. These queries which otherwise known as tickets usually come through a variety of channels which include emails, texts and live chats among many others. This article seeks to explain to its readers the various features and components of an efficient Wordpress ticket system.
It also seeks to spell out the methodologies and techniques that are utilised by these components when it comes to providing a reliable, effective and enjoyable customer experience for ecommerce businesses.
Essential Features of a Good Wordpress Ticket Syste
A proper support ticket system should basically line up with the prevailing needs of an organisation in terms of customer service. In other words, it needs to possess a combination of qualities that contribute in achieving functional client-organisation interactions. The following is a point by point description of these qualities.
Unlimited Number of Tickets and Agents
There is a wide range of Wordpress ticket plugins that have limits when it comes to the maximum number of agents who can utilise it per time. This characteristic may end up sabotaging businesses especially during seasons of immense growth and expansion.
This is because it may require them to keep paying additional fees each time a new client representative joins the existing team. Organisations running an ecommerce platform are therefore advised to adopt a woo-commerce support ticket system that allows an unlimited number of agents to transact at any given time. The number of tickets being transacted per time should also be unrestricted.
Agent-Friendly Interface
A helpdesk system is usually accessed by client representatives through the Wordpress-admin area otherwise known as the admin backend. The admin backend is simply an application’s configuration which functions as a platform through which content is created. It also facilitates the installation of plugins and the management of design settings among many other tasks.
The admin backend needs to be easily accessible and usable for agents. This is because agents are usually empowered to effectively and efficiently respond to tickets in organisations where this is the case. This empowerment normally comes in the form of prompt loading of tickets as well as fast viewing and sorting of available queries.
Process Automation
A large client base generally demands a more sophisticated customer service system. This is because of the huge number of individual queries that will be at hand especially if the said organisation also offers a wide range of commodities. Most large establishments normally come up with a standard procedure that is followed to the letter before any given ticket is responded to.
This standard procedure is commonly made up of a series of actions that include forwarding notifications, agent allocation and ticket tagging just to mention a few. These actions should therefore be automated so as to enable faster response to customer queries.
Customer Service Analytics
Any system that is looking to improve in terms of efficiency is bound to rely on the feedback of its customers as the basis for making the necessary changes. Analytics offer a great mechanism through which organisations are able to obtain this all-important feedback. In terms of definition, customer service analytics are simply tools that aid in the collection and analysis of client responses so as to find out the potential areas of improvement.
These tools should be typically located on the analytics dashboard. They assist in measuring customer satisfaction through evaluating a variety of measures that include response times, the number of individual product queries and personal agent performance among many others.
Self-service Integration
There are usually clients in every organisation who opt to bypass the existing customer service system. They do this by attempting to find the relevant knowledge which can assist them in handling their specific queries.
Organisations are therefore advised to integrate their Wordpress ticket system with a knowledge platform through which proactive clients can individually settle their queries. This helps in reducing the number of queries that agents have to deal with thus ensuring a more reliable and enjoyable customer experience.
Conclusion
An effective support ticket system plays an integral role in the success of any business entity. This is because of the huge effect that the prevailing customer experience is sure to have on the bottom line of the organisation in question. Adopting a reliable Wordpress ticket system is therefore as good as increasing any establishment's sales and subsequent profits.
