“Ticket management for your business!” But what exactly would this ticket management be? The question is pertinent. It's common to hear the term "ticket" used interchangeably with "service," especially in call centers and customer service (SAC) settings. But remember, "ticket" has its own particularities, and understanding it thoroughly and managing it strategically can mean the success of your business. Understand, therefore, how ticket management can significantly contribute to your operational efficiency – next.
What is Ticket Management?
First of all, what exactly are “tickets”?
When a customer contacts a company, whether with a question, problem, support request, or even a compliment, this simple interaction is recorded as a ticket. It receives a control/identification number (protocol), and in general, it is forwarded to a responsible team which proceeds with its resolution.
THE ticket management is, therefore, the process of organizing, monitoring and resolving such customer interactions with the company.
Good ticket management helps resolve customer demands, contributing not only to greater control and faster response, but also to improve the perception and quality of service itself.
Ticket Types
A common practice in ticket management is precisely segmentation of different types of tickets for different interactionsFor example: a customer who calls seeking support is categorized as a Technical Support ticket and forwarded to the appropriate team. Those with suggestions can be forwarded to Feedback, and so on.
That division is exactly what contributes to the speed of service, organization of processes and assertiveness of response.
There is no magic formula or golden rule for how many or what types of tickets to make available; on the contrary, each business must develop its own, based on their most frequent activities and interactions. In general terms, the most common (and well-known) are:
Technical Support: related to technical problems and/or operational difficulties; which require specialists for diagnosis and resolution;
Feedback: involve customer opinions, suggestions and complaints, often providing valuable insights for changes and the creation of new products;
Sales: quotes and price inquiries; information about the product or service;
Customer service: involve general questions, questions about the product or service;
Incidents: records of when a specific problem occurs with the product or service, for example, interruptions in operation or recall;
Training: involve requests for training, training and tutorials on the use of the product or service;
Why “Ticket Management”?
And why is it so important to monitor and optimize the ticket creation and distribution process within your customer service? There are countless benefits to having such segmentation and intelligent management, compared to the simple and direct contact of a ticketless model.
We can highlight, for example:
Efficiency
Instead of everyone trying to solve everything, triage of services makes the process fasterIt's even possible to solve bottlenecks in your reception area: let's say Technical Support is the department with the most requests; you can invest in this area without overworking your entire team.
Smart Prioritization
If incident or complaint tickets, for example, are more damaging, it may be advantageous to focus your efforts on them. Ticket segmentation can prioritize those with the greatest severity or impact that may cause.
Transparency
If tickets are registered, numbered, ordered and segmented for their respective sector – there is much more transparency for clients and team regarding deadlines and process steps.
Traceable History
Key factor: the tickets (and their respective protocol numbers) allow both customers and agents to access their history, for a much more effective understanding of its context. The customer doesn't need to repeat themselves to each different customer service agent; and they have the security of having a well-recorded history.
Self-development
THE analysis of request patterns, next to performance reports provide important data that can be converted into strategic improvement information of products, services and/or processes.
Customer Satisfaction
Indeed, one of the main benefits of ticket management! Notably, all of the above advantages ultimately come down to customer satisfaction. Less waiting to be served, more assertiveness in the answers, one greater transparency between stages and process deadlines; the customer is not continually transferred between teams and when transferred, they do not need to repeat themselves to the agent.
A next step
So, the importance of ticket management in your business's customer service is clear, right?! And in a fixed (hypothetical) scenario, applying segmentation to your phone or email support would put an end to any pending issues!
It turns out that this scenario today is plural! What do you mean? In addition to your phone and email support, you most likely available on WhatsApp, Instagram, Facebook, Telegram…and perhaps several other social networks. Now imagine applying these tickets separately to each channel?! Complicated!
THE implementation of a centralized system, like the Matrix ONE, consolidates all requests in one place, simplifying ticket creation and management.
So let's go a step further and think about what your business might need. 24-hour service! The response automation with the help of Artificial Intelligence, can undoubtedly be an ace up your sleeve for scale without inflating your costs, and at the same time, maintain operational efficiency of your service. Another incredible resource available on the platforms Matrix Go.
Professionalize your ticket management with us! Talk to a Consultant: 0800 604 5555
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