The best customer service and ticketing systems out there are designed to streamline how you communicate with your customers, and to measure the effectiveness of the communication.
The whole idea behind customer service and ticketing system is that It unifies all customer conversations from multiple channels like phone, email, SMS, and social media into a single, and very clear interface where you get a 360 view of your customer interactions. Some of the best features of the modern customer service and ticketing systems will let you automate your repetitive support tasks and increase the effectiveness of your team by reducing their workload.
What is a customer service & ticketing system?
Fundamentally, customer service & ticketing system is a software that allows you to provide support to your customers, partners, and internal employees in the most effective way.
Simply put, you can think of a customer service & ticketing system as you were asking a customer to take their number and get in line, You staple that number to the person’s issue and then use it to track the issue all the way through a smooth resolution.
Nowadays, the ticketing process typically happens through help desk ticket software. Customers now use their issued ticket number to track their inquiries through resolution, and so can the company support and customer success teams should do.
Assigning and tracking ticket numbers is obviously not enough and there’s much more into these well-built platforms. It’s what you can actually get from the ticketing system that really what really counts. Getting the right insights, make sure that you set timeframe for each ticket resolution by urgency, and the channels your support team are handling and resolving tickets – that’s what customer service & ticketing systems are all about.
In today’s article, we’ll demonstrate some important points on how to choose the right customer service & ticketing system, some expert tips on how to get started, and we’ll also cover 3 steps for a successful implementation of a customer service & ticketing system, Let’s dive in.
Things to look at when evaluating your next customer service & ticketing system
There is a wide variety of different customer service & ticketing systems tools available on the market. Thus, choosing the right solution to align with your business needs can be an overwhelming, challenging, and time-consuming task. We’re here to change this – Here are the things you should be looking at when evaluating your next customer service & ticketing software:
Identify your business needs and your customer needs
Your support team are the one’s on the frontline and that will use the ticketing system on a daily basis. That being said, as the first step, you should talk to the members of your team and gather some input.
What their main challenges are? how do they think that the new ticketing system will be able to resolve it? – Always keep in mind, your support team are the ones to use the software not your company stakeholders.
While searching for the right ticketing software tool that should maximizes the your agent productivity; you also want to determine which tool will enable your support team to deliver this exact seamless and frictionless customer service experience they expect to.
You should probably start by thinking, what is your existing customer service experience like from your customer’s perspective? What are the different features of a ticketing system can help your support team improve the overall customer experience, and make their time more effective?
There are many available features in the modern customer service and ticketing systems out there, here are the most important ones you should look at when choosing your next software:
- Unified Agent view
- Omnichannel Communication
- Live Chat Support
- Ticket Prioritization by SLA or any other predefined role
- Automatically updated Knowledge Base
- Customizable manager dashboards – Reporting – Analysis
- Automation and Canned Responses
- Automated CSAT – Customer Satisfaction Surveys
Pricing and deployment time
The needs of every business can evolve as time goes by, making it imperative that you implement a flexible customer service & ticketing system. To do this, you must choose a solution that support multiple integrations. Find out how well this new software sings with your current Tech Stack. How? interact with real users who are using the software and ask them about the integrations they apply in their business.
If you are solely looking for a customer service & ticketing system but do not necessarily want to purchase a tool that only focuses on customer service, then you’re lucky since most software today are combining CRM, service, marketing and sales all together to meet the rapidly changing needs of the forward-thinking organizations across the globe. There are many CRM solutions out there that include customer service & ticketing system features. That way, your investment can be used for multiple aspects of your business operations–not just customer service – HubSpot is the perfect example for a tool that provides all of the above and much more.
3 Steps for a successful implementation of a customer service & ticketing system
Now that we know that for providing a smooth and updated customer experience and operations for a well-functioning business, deploying a customer service and ticketing system is paramount.
A customer service and ticketing system can help you and your team track support issues, prevent incidents from repeating, improve the team collaboration, and deliver delightful support- all from a single unified view.
But, how do you implement a customer service and ticketing system? Well, don’t worry as we have done the heavy lifting for you. Here we explain step by step how to deploy a customer service and ticketing system for any business.
Craft your goals by identifying customer pain points
Before deploying and even evaluating your next customer service and ticketing system, ask yourself these questions – what pain do I solve for my customers? what will be the impact of using this new software in terms of the customer experience? what will be the financial aspect here? how much money will I be saving for my company?
If you have all the answers to these questions you’re on the right track to implement a suitable customer service and ticketing system.
Onboard and train your customer service team
Nothing’s more important than smooth onboarding, make sure to choose a cloud based integrated solution to make the onboarding simple and easy for you and your team members.
Training is no less important, simply since your customer service agents and support professionals must work with this new solution on a daily basis, and the two sides must be best friends.
One of the biggest challenges for companies nowadays is the ability to make the adoption of different technological solutions by their first tier employees.
Create your very own knowledge base and define the KPIs
Knowledge base plays a vital part both for your support team, and for the way you run your entire support operations. building a constantly updated knowledge base to serve your customers when they needed the most and to ideally take the load of your support team is an essential thing to do.
Customers are getting more comfortable with the idea of self-service knowledge base. By offering this very popular and easy adoptable option, you can significantly reduce the ticket volume and reduce costs involved in the ticket resolution.
8 Popular Customer Service & Ticketing Systems you should know
Zendesk is a service-first CRM company that builds software designed to improve customer relationships. Used by millions worldwide, Zendesk known as a powerful and flexible solution, that often scales to meet the needs of any business.
Zendesk Support is Zendesk’s customer support & ticketing system, designed to help you track, prioritize, and solve customer support interactions.
HubSpot Service Hub
Not just CRM, or marketing automation tool, HubSpot Service Hub is part of the HubSpot software suite and can address any challenges the modern business has.
You can get started with Service Hub for free. If you’re looking for more advanced features to help automate and scale your support operations, HubSpot also offers premium Service Hub features with its Starter, Professional, and Enterprise editions.
Intercom lets you to easily manage and reply to conversations, wherever they’re happening—through your website or product, or via email, social media, and more. Their very popular Inbox is an easy-to-use, highly efficient way to offer more customers fast, personalized support.
SysAid Help Desk supports end-user self-service as well as conventional reporting to help desk agents via telephone, walk up, email, and chat. Help desk and IT service management (ITSM) best practice.
Widely used by enterprises across the globe and supports different languages.
Podium is an Interaction Management platform used for reputation management, review generation, messaging customers, and resolving customer tickets with ease.
Freshdesk is an online cloud-based customer support software providing help desk support with all smart automations to get things done faster. It has remained a popular choice for businesses that want to increase customer engagement and manage customers as they scale.
Help Scout is a cloud-based help desk solution that helps small businesses and small teams manage their customer relationships. Help Scout is designed to look like a personal email. There are no ticket numbers, case numbers or impersonal templates to manage.
LiveAgent is a fully-featured help desk software that helps you bring personalization to your customer interactions with an all-in-one help desk solution. LiveAgent harnesses the power of an omnichannel universal inbox, real-time live chat, built-in call center, and a robust customer service portal.
Customers want to receive great service just as companies want to deliver it. So, as companies search for the best fit software in terms of Customer Service & Ticketing Systems that can meet their growing demands, there are many things to look at, and justify the budget spend on your next tool.
We hope that we managed to help you in your endeavor in finding your next tool.