{"id":4263,"date":"2024-03-27T10:30:02","date_gmt":"2024-03-27T13:30:02","guid":{"rendered":"https:\/\/matrixgo.ai\/gestao-de-tickets-seu-negocio\/"},"modified":"2024-03-27T10:30:02","modified_gmt":"2024-03-27T13:30:02","slug":"gestao-de-tickets-seu-negocio","status":"publish","type":"post","link":"https:\/\/matrixgo.ai\/en\/gestao-de-tickets-seu-negocio\/","title":{"rendered":"Ticket management for your business!"},"content":{"rendered":"<p class=\"wp-block-paragraph\">\u201cTicket management for your business!\u201d <strong>But what exactly would this ticket management be?<\/strong> The question is pertinent. It&#039;s common to hear the term &quot;ticket&quot; used interchangeably with &quot;service,&quot; especially in call centers and customer service (SAC) settings. But remember, &quot;ticket&quot; has its own particularities, and understanding it thoroughly and managing it strategically can mean the success of your business. Understand, therefore, how <strong>ticket management can significantly contribute to your operational efficiency<\/strong> \u2013 next.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What is Ticket Management?<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">First of all, what exactly are \u201ctickets\u201d?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">When a customer contacts a company, whether with a question, problem, support request, or even a compliment, <strong>this simple interaction is recorded as a ticket<\/strong>. It receives a control\/identification number (protocol), and in general, it is <strong>forwarded to a responsible team<\/strong> which proceeds with its resolution.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">THE <strong>ticket management<\/strong> is, therefore, the <strong>process of organizing, monitoring and resolving such customer interactions<\/strong> with the company.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Good ticket management helps resolve customer demands, contributing not only to greater control and faster response, but also to <strong>improve the perception and quality of service<\/strong> itself.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Ticket Types<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A common practice in ticket management is precisely <strong>segmentation of different types of tickets for different interactions<\/strong>For 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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">That <strong>division<\/strong> is exactly what <strong>contributes to the speed of service, organization of processes and assertiveness of response<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">There is no magic formula or golden rule for how many or what types of tickets to make available; on the contrary, <strong>each business must develop its own<\/strong>, based on their most frequent activities and interactions. In general terms, the most common (and well-known) are:<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Technical Support:<\/strong> related to technical problems and\/or operational difficulties; which require specialists for diagnosis and resolution;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Feedback:<\/strong> involve customer opinions, suggestions and complaints, often providing valuable insights for changes and the creation of new products;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Sales:<\/strong> quotes and price inquiries; information about the product or service;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Customer service:<\/strong> involve general questions, questions about the product or service;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Incidents:<\/strong> records of when a specific problem occurs with the product or service, for example, interruptions in operation or recall;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Training:<\/strong> involve requests for training, training and tutorials on the use of the product or service;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Why \u201cTicket Management\u201d?<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">And why is it so important to monitor and optimize the ticket creation and distribution process within your customer service? <strong>There are countless benefits to having such segmentation and intelligent management<\/strong>, compared to the simple and direct contact of a ticketless model.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">We can highlight, for example:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Efficiency<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Instead of everyone trying to solve everything, <strong>triage of services makes the process faster<\/strong>It&#039;s even possible to solve bottlenecks in your reception area: let&#039;s say Technical Support is the department with the most requests; you can invest in this area without overworking your entire team.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Smart Prioritization<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">If incident or complaint tickets, for example, are more damaging, it may be advantageous to focus your efforts on them. Ticket segmentation can <strong>prioritize those with the greatest severity or impact<\/strong> that may cause.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Transparency<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">If tickets are registered, numbered, ordered and segmented for their respective sector \u2013 there is <strong>much more transparency for clients and team regarding deadlines and process steps<\/strong>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Traceable History<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Key factor: the tickets (and their respective protocol numbers) <strong>allow both customers and agents to access their history<\/strong>, for a <strong>much more effective understanding of its context<\/strong>. The customer doesn&#039;t need to repeat themselves to each different customer service agent; and they have the security of having a well-recorded history.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Self-development<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">THE <strong>analysis of request patterns<\/strong>, next to <strong>performance reports<\/strong> provide important data that can be converted into <strong>strategic improvement information<\/strong> of products, services and\/or processes.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Customer Satisfaction<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Indeed, one of the main benefits of ticket management! Notably, all of the above advantages ultimately come down to customer satisfaction. <strong>Less waiting to be served<\/strong>, <strong>more assertiveness<\/strong> in the answers, one <strong>greater transparency between stages<\/strong> and process deadlines; the customer is not continually transferred between teams and when transferred, they do not need to repeat themselves to the agent.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>A next step<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">So, the importance of ticket management in your business&#039;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!<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>It turns out that this scenario today is plural! <\/strong>What do you mean? In addition to your phone and email support, you most likely <strong>available on WhatsApp, Instagram, Facebook, Telegram<\/strong>\u2026and perhaps several other social networks. Now imagine applying these tickets separately to each channel?! Complicated!<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">THE <strong>implementation of a centralized system<\/strong>, like the <strong><a href=\"https:\/\/matrixgo.ai\/matrix-one\/\">Matrix ONE<\/a><\/strong>, consolidates all requests in one place, <strong>simplifying ticket creation and management<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">So let&#039;s go a step further and think about what your business might need. <strong>24-hour service<\/strong>! The <strong>response automation<\/strong> with the <strong>help of Artificial Intelligence<\/strong>, can undoubtedly be an ace up your sleeve for <strong>scale without inflating your costs<\/strong>, and at the same time, <strong>maintain operational efficiency<\/strong> of your service. Another incredible resource available on the platforms <strong><a href=\"https:\/\/matrixgo.ai\/\">Matrix Go<\/a><\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Professionalize your ticket management with us! Talk to a Consultant: <strong><a href=\"https:\/\/api.whatsapp.com\/send\/?phone=558006045555&amp;text=Ol%C3%A1%2C+eu+gostaria+de+mais+informa%C3%A7%C3%B5es&amp;type=phone_number&amp;app_absent=0\">0800 604 5555<\/a><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>READ ALSO: <a href=\"https:\/\/matrixgo.ai\/beneficios-atendimento-via-chat\/\">\u201c4 Benefits of Chat Support for your Company\u201d<\/a><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>READ ALSO: <a href=\"https:\/\/matrixgo.ai\/ia-conversacional-na-jornada-de-vendas\/\">\u201cConversational AI in the Sales Journey\u201d<\/a><\/strong><\/p>","protected":false},"excerpt":{"rendered":"<p>Ticket management for your business! Discover the benefits of this common practice in customer service!<\/p>","protected":false},"author":24,"featured_media":4264,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","_joinchat":[],"footnotes":""},"categories":[41,389,408,39,50,96,423],"tags":[70,65,240,155,425,217,72,54,113,404,317,426,427,85],"class_list":["post-4263","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-atendimento","category-chatbot","category-chatbots-ia","category-inteligencia-artificial","category-marketing-de-vendas","category-vendas","category-voice-bots","tag-ai","tag-atendimento","tag-call-center","tag-chatbot","tag-gestao-de-tickets","tag-ia","tag-inteligencia-artificial","tag-matrix","tag-matrix-do-brasil","tag-matrix-go","tag-matrix-one","tag-suporte-tecnico","tag-tickets","tag-vendas"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Gest\u00e3o de tickets em prol do seu neg\u00f3cio! - Matrix Go<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/matrixgo.ai\/en\/gestao-de-tickets-seu-negocio\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Gest\u00e3o de tickets em prol do seu neg\u00f3cio! - Matrix Go\" \/>\n<meta property=\"og:description\" content=\"Gest\u00e3o de tickets em prol do seu neg\u00f3cio! 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