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.
These small changes will have a huge impact on your cross-channel support systems
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.