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Point 1: Document and Route Customer Interactions For 5 Point Road Map Success

A tech support ticketing system documents, identifies and categorizes 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 helpdesk ticketing system starting with Point 1 on customer interactions.

Point 1. Turn document and route customer interactions into your contact center success strategy

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.

Customer interactions management is bound to make an impact in your business

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 best ticketing system that connects your customers to an openly communicated resolution path is the best way to support your technology business.

See Point 2: Report and Improve Data Quality For 5 Point Road Map Success in our next blog.