“Customer Service is the new marketing”
"Derek Sivers, Founder CD Baby"
Happy customers are more likely to generate repeat business. According to various surveys and stats , it costs approximately five times more to attract a new customer to your business than it costs to retain an existing customer. This is the most important reason why you should provide a good customer service.
The Ticket management system helps your company to offer organized support culture to your customer. The Ticket Management System streamlines the way you communicate with your customer. It ensures that all your customer worries, and complaints are being registered, and can be accessessed by concen teams in the company.
Why Your Business Need a Ticketing System
All complaints, issues, requests and changes must be registered, and approved before execution. A transperent system lets the tickets visible to all the imporant roles in the organization. These tickets can be further categorize based on their nature and priorities and proccess for the resolution.
|Root Cause Analysis
The tickets or complaints registed, indicate which product, part, service, individual or department is causing the problems to the customer. The information collected can be use to evaluate the root cause, and take necessary action to eleminate them. These exercies improve quality or products, services or processes of the company.
A well design system facilitates the monitoring of different types of organizational activities. From complaints of customers to requests made by internal employees, from quality of the services delivered to timely escalation. The logs of the resolutions are keep future refrences. And the data of the tickets are used to sell SLAs.
Build the best customer experience
Features of astCRM – Ticket Management System
*astCRM Ticket Management System (TMS) brings in customer conversations from multiple channels like phone, email, and social media to a single platform, where the support team can complete details about the tickets.
- Multichannel Tool
Creating and submitting a service request should be smooth for the customers. They should be able to report issues through multiple points of contact and receive support related information via the channel they prefer most. These channels can be email, phone call, website forms, social media, live chat, walk-ups, and/or the help desk itself, depending on what works best for your users.The astCRM ticketing system can be configured or integrated with any 3rd party application to receive the customer message.
- Ticket Assignment
A good support team should know where or how to distribute the incoming tickets. Similarly, a good ticketing system should have options to assign the tickets to right person, or right department. The system should let you categorize, prioritize, and assign to other users or departments.
Ticket assignments ensurs that the responsibility is allocated to a person to seek the resolution. Proper ticket assigning methods also delivers stats that can seprate the performers from the group.
- Reporting & Analysis
Easy identification of common issues that affect your customer, your employees, or your operations. You can generate reports to analyze ticket progress and review team performance, types of tickets registered, tickets taking more time, tickets with high priorities & many more. Taking actions, resolving the complaints, finding and eliminating the root causes of these issues will keep on improving the business, and will bring customer satisfaction.
A well define FAQ section helps your team to respond to the customer in organized and professional manner. Neither all employees that joins your company are the fast learner, nor they are trainned about everything on the business. By maintaining the well defined responses for ‘Frequently Asked Questions’ you can equiped your team member to answer frequently asked queries. This also results in escalation of only filtered queries to the more skilled designation.
- Email Integration
There will always be few top management people who may not be accessing the ticketing system frequently, but would like to overview the stats. These high profile people would like to get the summary and the udpates to their emails. Their objective is to keep themseleves updated on the companies activities, even when they are traveling. For such people, the Ticket management system provides emails. Any type of report can be scheduled for daily, weekly or monthly updates. Also, alterts can be set based on the pre-defined stages, such as, high priority complaint registration, failing to resolve within specified time, or number of complaints registered, resolved, and not-resolved during a week.
- SMS Notification
Customer communication changes the way a client thinks about your product and services. This is the reson more and more retail companies are sending frequest update to their customers. A customer may have compliant about your products or services, but if he can still be satisfied by sending regular update on how professionally his complaint is being handled. The SMS services are used to update the registration of the ticket, with ticket ID, closing of the ticket, and asking for the feedback post closure. This completes the ticket cycle, and creates trust in customer for your organization.