Young companies might get away with using a team mailbox. However, if success comes knocking and your sales start to increase, you’ll suddenly find yourself inundated with emails from happy (and unhappy) customers. Not to mention the numerous requests you will get in the form of calls, messages in a live chat window, or remarks on your social media profiles. When requests begin to get overlooked, consumer satisfaction starts to decline.
Investing in a top-notch Ticket management system will allow your team to always be aware of consumer requests and respond to their problems as quickly as possible. Additionally, this will make customers happier, which in turn encourages greater loyalty, leads, and sales. Ticket management systems, which were created to replace spreadsheets, are now the backbone of help desk operations. But how can you tell when you come upon a solid ticket solution?
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The following are the 10 features that your ticket management system absolutely must have:
- Access to several channels
We reside in a society that is extremely connected.In order to track and manage requests from various channels, an effective ticket management solution should be able to. Live chat is currently the third-largest support channel after phone and email. Social media networks, despite their widespread use, currently lag behind these three primary forms of communication, but there is little doubt that they will expand dramatically in the next years. Your customer success outcomes will be significantly impacted by your choice of a system that enables various forms of communications and blends them into one tidy, ordered line of tickets.
- Various language assistance
Geographic boundaries do not exist in the online world. Furthermore, employing a ticketing system that only supports one language to create them yourself is pointless. It’s important to provide your customers with the finest experience possible, not merely to be understood. The first step in developing a devoted relationship is learning their language. Users are searching for companies that go above and above, even though Google Translate is only two clicks away. Customers should only make an effort to reach out to you. The remainder of the work is up to you and your ticket management system’s ability to support various idioms.
You are not currently in need of multilingual support. Plan ahead. To fully serve their users, the majority of internet enterprises need to support at least two languages. Why choose for a monolingual ticket management system now, only to repeat the procedure in a few years or less? Choose the best course of action right away.
- Total personalization
From the perspective of the user experience, this is very significant. You should avoid systems that cannot be customized because of this.
- Process automation
This feature is a must in every way. You can design automation rules using them to assign brand-new jobs. They can be used, for instance, to send notifications when requests are overdue or to build a keyword-based filtering system.
The amount of time needed to serve each user will be greatly decreased by automating repetitive processes. Additionally, it will lessen the likelihood of errors. Overall, workflow automation improves customer experience by lowering agent demand.
- Individual ticket pages
This was practically impossible before ticket management systems. However, it is now very necessary. When a new query is made, agents will have access to the user’s entire ticket history, including the issues the user has had in the past and how those issues have been or are being resolved.
- Categories and tags for tickets
Between the time a query is created and the time it is resolved, a lot can happen. They can be moved about, merged, looked for problems, given to different agents, etc. Labeling each ticket and procedure in accordance with its purpose is the best way to stay organized without going crazy in the process.
Agents will be able to quickly comprehend each request’s status and the necessary actions if this is done. Furthermore, advanced filtering algorithms allow for quick searches by issue, status, department, kind of request, and more.
- Know-how base
Customer satisfaction will increase and the number of support inquiries will decrease if quick answers are made available through a searchable content database. According to market research, 45% of businesses who offer web or mobile self-service reported both an increase in website traffic and a decrease in phone queries.
A vital component of any ticket management solution is this portal. It needs to be simple to access from within the system as a result. Your team can gain significant time by using ticket deflection tools. Furthermore, a platform with intelligent suggestion features might even spare you the trouble of conducting a content search. Especially when handling the most typical problems and demands.
- Empowering your team
No matter how amazing the system is, it simply cannot succeed without a capable team. The time spent responding to tickets should be much reduced thanks to this platform. Additionally, give the staff the resources they need to enhance teamwork.
The features that your team can use to its advantage are virtually endless. from fundamental ones, like allocating tickets to teams or people, to more sophisticated ones, such adding internal notes to talks for later use. The team’s performance should be tracked both individually and collectively, and managers should be able to simply send out announcements to the entire team.
- Generating reports
Knowing what has to be fixed is the first step toward progress. Insights are one of the key components of a top-notch ticket management system because of this. They will enable you to understand what customers are searching for, how they are being addressed, and how your team is doing as a whole based on the requests you receive.
This invaluable information will serve as the basis for almost all decisions that your support department will make. Consider the next articles that will be added to your knowledge base, for instance. Which category you should instruct your new agents in. Moreover, a new cross-team workflow is required. …and endless etc.
- Focused on the customer experience
The ideal ticket management system should enable you to enhance the overall experience of your consumers. It’s important to be there for them along the process and make sure they get the help they require in a timely and comfortable manner, in addition to providing them with the right answers.
You might start by incorporating a help widget so that you can provide assistance from anywhere on your expert website. Use custom fields to ask questions that will limit the number of follow-up questions once they decide to open a ticket. Encourage the customer to submit comments when their ticket has been resolved. This will assist you in determining where you need to make improvements in order to offer better service.
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