How Ticketing Systems Make or Break Your Customer Service

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A customer-centric approach, or omnichannel strategy, is a proven advantage in today’s economy. Price is no longer everything to everyone. Until you have the perfect product or a business model that’s humming along swimmingly, exceptional customer service can help carry the weight until you do.

 

In any business model, it’s wise to use a ticketing system as the backbone of your customer service strategy. A ticketing system should help you issue, track and resolve support customer requests in real time, all of which often results in loyal customers and an increase in your customer repurchase rates.
 

Naturally, there are an array of choices when it comes to ticketing systems that stand on their own or are built into your CRM. The latter is ideal as that model typically ensures that a customer’s support tickets are synced to their main record within your CRM. By centralizing this data, it’s easy for every customer-facing team to find what they need to know in the event they are queried by the customer on its status.

 

So, let’s dig into why a ticketing system within your CRM can help improve your repurchase rates and customer service.

 

  1. A real-time, cloud-based ticketing system beats email or a static spreadsheet any day. Even a shared, real-time spreadsheet doesn’t do the trick. It doesn’t enable you to activate required fields—so that you have consistent and complete data—nor can you make certain fields uneditable in the event you don’t want certain departments to edit specific data. Email might work if you are a company of one to 10, if you have very few help requests per week and you have one person managing it. Don’t wait until becomes unmanageable for that individual, keep a close eye in how many requests are received and resolved each week.
     

  2. A ticketing system doesn’t just keep your external customers happy, your internal help desk can use it to keep your employees happy. By setting up forms that collect the data you need to help your teams process and resolve a ticket or issue, you are setting up the agents that process them for success. When it’s time to start on a ticket, they should have the predetermined information you require to solve the issue. The more information your agents have up front, the faster the ticket is likely to be solved.
     

  3. By assigning a number to the customer within your ticketing system, everyone has a unique identifier to track and identify the issue within your CRM. While you may wonder why you need to assign a unique identifier, consider that your customer might have more than one issue submitted in various departments.
     

  4. A ticketing system should come with standard and customizable analytics that help to keep your support agents efficient. At any given moment, you should be able to see how many tickets your team is processing each day, week and month, how many tickets are open on average and the average amount of time it takes to resolve a ticket. Keep a close eye on these analytics as you'll be able to gauge when it’s time to add headcount to keep up with the demand or there is a breakdown in your process somewhere that needs to be addressed.


If you’d like to learn how you can set up and use Systum’s ticketing system to improve your repurchase rates and customer satisfaction, fill out the form below.

 

Categories: Software, Wholesale Distribution

Tags: Customer service, customer satisfaction, Software, CRM, wholesale

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Hope Davo

VP of Marketing at Systum, Hope is responsible for marketing, communications and branding. When she’s not building marketing programs, chances are she’s running around after her two kiddos or enjoying an indoor cycle class.

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