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5-Point Road Map to Tech Support Ticketing Systems

Ticketing systems document, identify and categorize customer interactions by the nature of the call, giving the contact center client the ability to see the big picture view of tech-support transactions.

It also serves as a tool to organize individual customer interactions.

Deploying the service desk concept reveals specific issues that are affecting groups of users, such as web glitches that need immediate attention or software functions that should be addressed in subsequent releases. The client can then prioritize these categories, allocate resources and resolve issues according to priority and timing. These five processes enable an effective use of the ticketing system.

  1. Document and Route

A ticketing system allows Brand Specialists to easily document customer interactions into predetermined fields to ensure specific information is captured on particular escalations. This information:

  • Is stored and easily searchable.
  • Can be escalated to management or specific functional groups to be resolved and transferred back to the Brand Specialist for final delivery to the user.
  1. Report and Improve

Not only does a ticketing system allow for efficiencies to be tracked by Brand Specialists, it also allows reporting to be tracked on specific data.

  • Reporting particularly assists in quantifying technical issues. It helps determine if an issue is widespread or only affecting a specific subset of users.
  • It can track the average response time to ensure timely contact with customers and to estimate time until final resolution for the customer during a technical outage.
  • Creating and reporting on specific service level agreements related to technical resolution is critical to the business.
  • The cases in aggregate can be utilized to develop a knowledge base for future reference and support customer interactions.
  1. Provide Cross-Channel Support

Ticketing systems ensure communication to the customer is seamless across 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.
  1. Prioritize

Ticketing systems allow for management and technical teams to determine what should be prioritized and the sequence of activities.

  • Customers are looking for the informed resolution, especially when they are experiencing a technical issue for a paid service. Prioritizing tickets allows for greater visibility of the process for the Brand Specialist and quicker resolution for customers.
  • Tickets can be tagged with information that enables mass communication to be sent to affected customers.
  • The ticketing system easily allows for the workload to be distributed based on individual skillsets of the contact center team.
  1. Organize

Ticketing systems increase organization within a customer care support team, creating a structure for storage, aggregate review and that’s the foundation for the workflow process. They allow:

  • For customer information to be centrally stored and reviewed in aggregate by anyone in the company. Sensitive information can be made available to specific individuals or departments.
  • A workflow process to be created so that tickets can be closed or reopened with an associated case number without duplicating records.

The ticketing system is an important tool for the organization, analysis and prioritization of issues. The contact center benefits by having an efficient process for documenting, retrieving and escalating interactions with customers. Remember, 82% of consumers say the No. 1 factor that leads to a great customer experience is having their issues resolved quickly, according to ICMI. Having the right ticketing system that connects your customers to an openly communicated resolution path is the best way to support your technology business.

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