Even with the best people on your team, it can often become an insurmountable challenge for your customer service agents to deal with a relentless stream of incoming tickets from your customers.
The more the tickets, the more load they can put on your service processing. And your customer support eventually keeps degrading in efficiency.
Your agents are primarily responsible for receiving the ticket, understanding the issue at hand, and coming up with the best possible solution to the customer’s grievances. However, this is the ideal scenario, and the general truth is far from it.
Instead of brainstorming and coming up with innovative ways to address these issues, most of your agents might end up spending a lion’s share of their time for the management of these tickets – whether it’s collecting and storing them, or recalling old tickets.
Move you tickets to the digital space
Proper ticketing management is the key to improving and streamlining your internal processes, so that your agents can save a lot of time and effort in resolving tickets.
So how exactly do you go about perfecting your ticketing management?
Although there might be a plethora of custom, in-house tools that a lot of businesses might create to fit their specific needs, a standard solution for effective ticket management is a robust, digital, always-online ticketing software.
Let’s discuss the wide range of functions that you can incorporate from a ticketing and helpdesk software into your daily operations and improve your ticket management.
Forming tickets from emails
A lot of your customers use email as their first choice of weapon when they face a problem with your product or service. And rightly so, since it’s a convenient medium to interact with a business.
An email ticketing software is built for reducing the time that it takes for an agent to sort the useful from the redundant, retrieve the relevant information and create a readable ticket from it.
How does a ticketing software do this? Simply by using smart automation tools that can recognize specific keywords used by the customer and automatically fill in a ticket form with important data about both the customer as well as the issue.
Assign tickets to the right people
Within a ticketing software, you can also configure multiple email addresses to receive issues from different problem domains, so that no time is lost in understanding and assigning them to the concerned department.
To further simplify ticketing management, you can also create a well-defined internal structure and set escalation rules so that tickets can automatically get re-assigned to a higher authority when they are left unattended for too long.
What this means is that your customers no longer need to wait for days or weeks to get a satisfactory response to their query, and their problem can be solved in a swift and effective manner.
Club tickets with similar issues
Whether you are a small or a big company, you can always rest assured knowing the fact that whenever a customer faces an issue, there will be more similar cases arising from your other customers.
While this may seem like an easy obstacle to tackle, it can equally easily cripple your customer support system if you ignore it for too long, since your service agents may be spending exponentially more time in solving the same problem again and again.
Hence, it becomes important to realize that you need to adopt a system wherein identical issues can be worked on exactly one time for a solution.
Instead of responding to multiple customers with the same answer, a ticketing software can help you merge similar issues into a single, central thread and deliver the solution to all of them at once. This not only provides quick replies, but also lets your agents focus on the more pressing matters that your customers are facing.