Consistent Customer Service: the Ticketing System
What is a ticketing system?
In customer service, a ticketing system or support ticket system takes incoming customer requests for support and automatically generates a customer service ticket.
Zendesk is a ticketing system that acts as a shared inbox for all your customers’ questions and concerns. This way, no matter what channel the customer uses to contact the company—email, chat, Twitter, etc.-—the support agent is always provided with a consistent ticket, making ticket management much easier for the agent to help the customer more quickly solve the issue to their satisfaction.
A different approach
Furthermore, the different formats can’t “speak” to each other, so if a customer emails a complaint to a company, then publically Tweets the complaint, it’s entirely possible that two separate agents will respond to the customer without either one realizing it. Additionally, that data is never captured for further use, making it impossible for support agents to reference previous service issues with that customer.
A ticketing system allows customers to contact a company via their preferred channel, but also ensures support agents are setup for success with a consistent view into the customers—including contextual data and previous support requests—all within a highly organized system that tracks all of this relevant data over time, allowing support teams to learn and improve the support they provide.
Did you know?
A support ticket system also enables the collection of data which can be used to improve a company’s support team as a whole. The reason for this is a support ticket system allows for an issue tracking system, which gives visibility to into the big picture of a support team. So if a specific issue is constantly being raised by multiple customers, the support team can be made aware of the issue and take actions like bug tracking the problem for engineers or providing an efficient self-service solution with help desk software.
Time for a solution
- Customer support requests created via channels the company isn’t tracking will go unnoticed.
- Customer data will go untracked, making it difficult to provide efficient or customized support. In fact, every time a customer contacts a company, from the company’s point of view, it will seem like their first interaction with the customer. That’s not how relationships are built!
- Bug tracking will be mostly impossible.
How Zendesk helps
Zendesk is a ticketing system that acts as a shared inbox for all your customers’ questions and concerns. All support requests, whether their chats, phone calls, Tweets, or emails, are stored in the online ticket system as tickets. Support agents can create workflows that ensure tickets are routed, assigned, and escalated, so nothing ever gets lost in cracks and all customer interactions become learning experiences.
All customer data kept in the ticketing system is searchable, including tickets, knowledge base articles, forum posts and more. You are provided with a full audit trail so you can track every conversation from origin to resolution, even if it spanned multiple channels and agents.
And as an issue tracking system, it’s possible for your support team to learn and grow over time, leading to better self-service options (built with help desk software), more personalized support, and consistent, efficient customer support.
We have more to say about this. Take a look below.
With a support ticket system, the possibilities for providing great customer service are limitless. Learn more about all the great things you can do: