The customer service department is one of those teams in every organization that works hard and rarely gets recognized for their hard work.
While they play a vital role in keeping the customers happy, their efforts do not get accounted for until an angry customer, and everyone wants to know why it happened. A humongous amount of tickets demanding attention cannot be manageable for anyone to manage.
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There is always another ticket to be attended to and a customer waiting for attention. While it can be an overwhelming experience, the proper support, training, improvement, and systems can help improve the customer experience and optimize the team’s productivity.
Let us look at some of the tips and tricks that can help your team perform better ticket management
1 . Prioritize
Imagine a huge pile of tickets piled up, and the team keeps managing it without organizing and categorizing them. The business is sure to go down with no proper classification leading to an unbalanced workload among the team members.
Categorizing the open tickets as per their nature and priority helps assign them to the right team member. It also helps to attend to the ticket promptly.
2. Train the team
For a happy customer, it is vital to keep the team happy. Providing proper training, improving the knowledge base, and equipping them with the right tools will help them stay focused, motivated and track their daily activities with zero stress.
3. SLA’s
The first and foremost thing that is of priority while considering ticketing software is the SLA and its adherence. The dashboard in the software helps to track the SLA compliance in real-time.
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The contract between the service provider and the user usually covers details like the first response time and the resolution time. So SLA works like an informal promise to ensure the provider adheres to the specified timelines.
4. Automation
Human error is inevitable when there is a massive pile of tickets. Automating the ticketing system helps to manage tickets better. A ticketing software helps manage tickets accurately, improve speed, and increase the team’s overall efficiency.
5. Creative ticketing
Customers have to call a customer service rep and raise the ticket. However, pre-styled templates help speed up the ticket creation process and allow customers to create tickets at any time without any dependency. Easier ticket logging means a better customer experience.
6. Avoid IT problems
While tickets can be repetitive, it is also essential to keep track of the tickets with similar IT tickets. It means that there are issues with the IT and need fixing.
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When too many customers keep logging tickets for the same problem, it is time to get to the root cause and fix it to avoid losing customers over it.
7. Self-service portals
Answering repetitive questions can be taxing. Setting up a self-service portal with a database or a Knowledge base helps the team write down answers to the FAQ and thereby answer the repetitive questions and save a lot of time and cost.
8. Create workflows
Creating a workflow on a ticketing tool helps to reduce any challenges within the team. The precise path of the ticket on the system helps anyone look at the history of the ticket and take it ahead accordingly.
Workflows also allow you to prioritize the critical customers. For example, it helps to set an alert for when a high-value customer raises a ticket. Streamlining the workflow helps to automate the reassigning of tickets based on a keyword.
9. Feedback
Collecting feedback at all levels helps to understand the issues in the system, team, and process. Whether it is the customer service reps or the customer collecting feedback is helpful to fix any existing problems and put an end to any issues that may arise.
Town Hall meetings, internal surveys, and a regular in-depth feedback system help collect data on the team’s pain points. In addition, collecting customer feedback through a form at the end of a ticket resolution helps understand the challenges that a customer faces throughout the process.
Conclusion
An online ticketing system can help reduce the downtime required to respond to the tickets. In addition, self-service portals, automation, SLA’s, prioritizing the tickets, training the customer support team, and a few other factors can help improve the overall productivity of the customer support team, improve the customer experience, and help manage tickets better.
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