What is Ticket Management System?
The “ticket management system” is a software application that helps companies track and manage incoming customer service requests.
In businesses that serve customers in large numbers, it is impossible to keep track of all the requests from a single account. With the ticket management system, you can integrate your support channels and handle the customer service requests in an organized way.
Once your channels are integrated with the ticket management system, you can create accounts for your agents. Now, they can use multiple channels such as Email, Chat, Phone, Social Media, and Web Contact Form from a single platform. The benefits go beyond this as you can easily download the reports of your agents’ performances.
Some services also allow you to measure your customer satisfaction rate and effort scores so you can plan further goals and trainings accordingly.
You can achieve faster first response and full resolution times while managing your service requests through the ticket management systems. It is because you can sort the cases, distribute them, and prioritize according to the SLA, which results in achieving higher customer satisfaction.
Ticket queue management process:
Once you have set up the ticket management software with your channels, you can customize how you will handle the customer service requests. Here are some strategies which can be implemented in your customer service department that optimizes the ticket management process.
First come First serve:
Your premium customers are the most important contributors to your business. They would be glad to have a dedicated person or a team to help them as soon as they send a request. You can assign representatives to work exclusively with your premium customers.
Separate your support tickets according to the query:
You can categorize the tickets, so it goes to the correct agent or the department. This usually applies to the requests initiated from your website contact form. The bot asks them questions like their issue, department, which helps it identify the request type and send the ticket to the concerned team. You’ll find it helpful even if you don’t have specific departments because the tickets will come in tagged with the pre-defined category.
Create tiers:
“Tiers” are one of the best ways to organize a customer service team.
You can sort your team to different tiers, such as Tier 1 and Tier 2 based on the complexity of the issue.
Tier 1 will have the entry-level representatives who will handle the simpler queries.
Tier 2 will be your team of senior representatives who have experience in handling customer service requests for a fair amount of time.
POD:
“POD system” is a tested and proven method of assigning representatives to focus on a small group of clients solely.
This usually applies to the B2B sector, as many business people don’t like dealing with a new person every time they initiate a request. Besides, this promotes a sense of responsibility in the agents to provide more determined customer service.
Some of the best ticket management systems:
Zendesk is a CRM software company that provides integration with multiple channels like Email, Live Chat, Phone, Social media, Sales, Analytics, and marketing tools. With their easy to understand interface, more than 125,000 companies are leveraging Zendesk as their customer support platform.
Pricing:
Starting with just $5.00 per agent, Zendesk provides affordable pricing plans to its customers. Their pricing changes according to their services, which include the Support plan, The Suite plan, and Customizable plan for the enterprise customers.
For more information, click here.
Salesforce is a cloud-based software company. It is a one-stop solution for all your customer service, Marketing, and Sales requirements. Being in the market for nearly 20 years, Salesforce holds over 19% of the CRM market.
Pricing:
Their Service Cloud plan focuses on customer service functions for which the pricing starts from $25.00 per month/user.
For more information, click here.
LiveAgent is a Web-based multichannel help desk software & ticketing tool founded in 2011. It provides easy to use User Interface supporting multiple channels of communication like Voice, Email, Live Chat, Facebook, Twitter, and Contact Forms.
Pricing:
Ticket – $15.00 per agent/month
Ticket+Chat – $29.00 per agent/month
All-Inclusive – $39.00 per agent/month
For more information, click here.
Zohodesk is a multichannel software platform that provides different channels to communicate with customers like Phone, Email, Live Chat, Social Media, Webform.
Per Zoho.com, Zoho Desk is the industry’s first context-aware help desk software that helps businesses focus on the customer.
Pricing:
Zoho desk’s pricing starts from $18.00 per agent/month for their standard plan. They also provide a Free plan which users can use as a trial version and upgrade later.
Standard – $18.00 per agent/month
Professional – $30.00 per agent/month
Enterprise – $45.00 per agent/month
For more information, click here.
Freshdesk is a SaaS-based customer support software company headquartered in Silicon Valley with offices in Chennai, London, and Sydney.
Freshdesk has over 150,000 users, and it is one of the leading customer support software in the market.
Pricing:
Freshdesk’s pricing starts with $15.00 per month/agent. They also have a free plan which a user can experience as a trial period, and they can upgrade the plan later.
For more information, click here.
Intercom is a web-based software that provides messaging platforms for businesses to communicate with their existing customers and prospects. Their services include communication through the user’s website, social media, or through live chat and email.
Intercom provides services to more than 30000 customers and has 100,000+ user base monthly.
Pricing:
Intercom’s pricing starts from $87.00/month for two users and +$19.00/user for additional users. For more information, click here.
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