A tech-support ticketing system supports communication across more than one channel, which is discussed below in Point 3 of this week’s Best Practices blog. Tuesday’s blog explored Point 2 on reporting and improvements.
Point 3: Provide Cross-Channel Support
Ticketing systems ensure communication to the customer is seamless across multiple channels – such as phone, chat and email – and allow for easy retrieval of case information.
- If the customer previously emailed the contact center, for instance, and is now calling by phone, a ticket response system allows the Brand Specialist to view prior contact history without having to create or collect new documentation from the customer.
- The continuity and understanding the case creates a lower-effort customer engagement.