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 which acts as a shared inbox for all your customers’ questions and concerns. That 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 more quickly solve the issue to customers' satisfaction.
A different approach
What's more, the different formats can’t “speak” to each other, so if a customer emails a complaint to a company, then publicly Tweets the complaint, it’s entirely possible that two separate agents will respond to the customer without either one realising it. Also, that data is never captured for further use, making it impossible for support agents to refer to previous service issues with that customer.
A ticketing system allows customers to contact a company via their preferred channel. It also ensures support agents are set up for success with a consistent view into the customers—including contextual data and previous support requests—within a highly organised system that tracks all relevant data over time, allowing 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 that 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 is not tracking will go unnoticed.
- Customer data will go untracked, making it difficult to provide efficient or customised 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 which acts as a shared inbox for all your customers’ questions and concerns. All support requests, including 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. Agents are provided with a full audit trail so they 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 personalised support, and consistent, efficient customer support.
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With a support ticket system, the possibilities for providing great customer service are limitless. Learn more about all the great things you can do: