by Contributing Author
Customer service should be your business’s number one priority this year. By ensuring that your customers have the best experience, you will be guaranteeing repeat business and glowing reviews to attract new customers.
Every business will experience issues from time to time, and your company must have a great ticketing system for capturing, managing and tracking these issues as they get resolved.
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Here are five tips for making your ticketing system work better for your business:
- Define The Service
A service level agreement (or SLA) is a contract between you and your service provider or you and your customers. That contract details the service that can be expected throughout the business transaction.
To improve your ticketing system, you must ensure that your service is clearly defined – nothing more. That way your customers will know when you have fallen short of that agreement and can ask that it be resolved.
- Use Tiered Support Structures
Tiered support structures are vital for larger companies receiving multiple daily requests. Start by looking at the intersection of your customer’s needs and your service agent’s capacity. This is particularly important for the insurance industry.
As the issues come in, they should initially be handled chronologically. If the issue progresses, you should take a layered approach to prioritize the tickets.
A multi-tiered support system allows and encourages continuous improvement, making the decision-making process simpler and more effective.
- Maximize Service Delivery
You can work towards maximizing your service by utilizing the configuration management database or CMDB. This database provides a means of understanding the business’s most critical assets and their relationships.
These can include IT, which allows the database to take on a larger role – enabling different departments to make real-time decisions about problems and changes.
- Embrace Self-Support Options
Having a reliable and dedicated self-service portal for your customers can surprisingly benefit your overall brand image. Self-support offers your customers an empowering way to get a resolution quicker and easier.
Self-support channels create entire communities within your website’s FAQ or Q&A sections. Peer-to-peer support is an effective way for your customers to build relationships with each other and share their valuable opinions and ideas.
Self-support options are also a fantastic way to boost web traffic and mark your brand as an authoritative expert in its field.
- Review The Process
Once you think you’ve nailed your business’s ticketing system improvements, you need to try it out. Run through the entire customer experience from start to finish, that is the only way to know if the system works more efficiently than before.
You can create fun team-building games for your employees through this review process. A successful ticketing system will strengthen your company’s brand and help make your customers’ journeys more enjoyable.
To End
Your business ticketing system should be organized and focused; that is the only way for it to be effective. Ticketing systems are meant to encourage customers to give you valuable feedback; do not disappoint them.
