Tackling Contact Centers Ticketing Challenges

Ticketing systems play a vital role in effectively dealing with high volumes of customer support requests from various communication channels.

Almost 92% of consumers would entirely give up on a business after two or three unpleasant experiences, while 1 in 3 consumers would abandon a brand they love after just one poor interaction, as per the PwC report constituting over 15,000 consumers for their future of CX report.

What exactly constitutes an unpleasant experience? Sometimes, it can be as simple as not keeping track and following up with the customer. 

Contact centers remain at the front line of customer support. Hence, to effectively address frequent contact center issues, staying on top is imperative. Moreover, contact centers are difficult places to work – increasing costs, agent absenteeism, and turnover while lowering the quality of the customer experience, team morale, and efficiency.

This scenario needs to be taken care of, giving rise to the need for a system that can record and keep track of relevant information about customer issues that need managing. The Ticketing dashboard helps you achieve this. In addition to providing customer care representatives with a tool to log calls, ticketing systems assist calls to be handled more quickly and with less waiting for the correct person to receive a ticket.

Keep your contact centers in order

The customer support team in any contact center needs to prioritize issues in descending order of importance and organize its day-to-day workloads. Reps can use a ticketing system to swiftly search archived cases and get crucial historical data instead of hunting down an old email thread or call tape.

Given the importance these ticketing dashboard systems hold, it becomes crucial to delve deeper and look for some of the best ticketing tools or software available at the disposal of various enterprises.

Ticketing software from Hubspot – Service Hub, which manages tickets on a single dashboard, is good to start with. Reps have access to the ticket’s history of interaction and can follow the case’s development as it goes through troubleshooting. The software helps connect a customer’s contact card with the CRM, making it easy to look up past interactions.

Service Hub provides ticket analytics, helping track important indicators like agent response time and ticket volume. This add-on feature helps service managers track work effectiveness and show whether a team can satisfy consumer demand.

Zendesk Ticketing system is another tool offering numerous ticket management features. Its ticketing system automates common and repetitive tasks, gives agents access to the history of previous customer contacts, and incorporates all client communication into the platform. It supports automatic ticket production, which creates tickets from calls, messages, and texts without the involvement of any individual agents.

Additionally, the tool provides pre-built dashboards to provide visibility into performance metrics of cases registered, resolved, and time taken to resolve, among others. This eventually helps find the gaps and suggest ways to improve business efficiency.

In supporting the customer service department, AzureDesk’s ticketing system comes next. It provides capabilities like linking an infinite number of email addresses with the software. This may be financially sensible for teams with a significant customer service workforce. Moreover, AzureDesk provides easy integration with other customer service applications like Slack or JIRA. 

The flexible API structure of its ticket system makes it compatible with most customer service integrations. This is helpful for businesses that want to give their customers an omnichannel experience.

SupportBee gives complete customer support staff access to a single, centralized inbox where it is easy for everyone to see client messages, issues, and complaints. It also offers limitless inboxes, tickets, and customer satisfaction scores. Their knowledge base software integration enables clients to assist themselves. Customers can skip writing to customer support to get solutions to their questions.

Similarly, the customer portal software from SupportBee gives clients a dedicated space to handle and follow the status of their support requests. 

We can end the list with the Zoho Help desk ticketing system. It helps collect tickets across channels, including social media, email, live chat, web forms, and telephone. It is easy to make assignments based on predefined criteria and automatically assign tickets to customer support representatives.

A sentiment analysis tool enables agents to assess the tone of a ticket before opening it. Reps may respond to negative tickets quicker, preventing customers from venting their frustration.

Attached benefits

The ability to collect and arrange all incoming support inquiries is one of the most obvious benefits, particularly for contact centers handling multiple inquiries. In addition to making it simple for agents to manage support issues, it greatly reduces the likelihood that some client requests would go unaddressed or unresolved.

Ticketing software help consolidate all customer communications (across different channels) into one unified thread. This implies that customers can use a preferred channel or switch channels while resolving a problem. The exchanges will also always be recorded in the same location.

Additionally, ticketing systems encourage greater cooperation between customer support team members, as it provides a variety of collaboration tools like transferring and escalating tickets to senior team members, adding private notes to tickets that are only visible to agents, internal messaging capabilities, and more. These ultimately lead to increased agent productivity and efficiency, reduced opportunity for human mistakes, and quicker ticket response times.

Customer satisfaction will inevitably rise as ticket backlogs are decreased, interactions are professional and personalized, and consumers receive better service.