Ticketing support systems are a crucial component of a busy call center. A solid ticketing system helps optimize agent workflows. They help organize incoming customer support requests. There could be hundreds of requests coming in every hour, so it’s important to be able to keep track and delegate each one. If a call center lacks a reliable ticketing support system, the customer experience can be negatively impacted.
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When a customer submits a help request, a ticket or case is generated. This is passed on along to the next available agent. The ticket will have a customer’s basic information such as name and best contact method. It will also provide a description of the customer’s issue. The LiveVox Ticketing System works seamlessly with its unified CRM platform. When an agent receives a ticket, they’d be able to view a customer’s request, but they would also have access to their account history in the LiveVox CRM.
One common method for customers to submit support requests to a company’s ticketing system is through email. For most people, email is convenient. As more and more people have constant access to their phones, it’s easier for them to check and send emails on the go. An email support request form can be placed on a company’s website. This form allows customers to input their email, personal data, and description of the problem. The ticketing system creates a new case that is routed to an agent. Communication can continue using the email a customer provided.
5 common problems with email ticketing systems
Sometimes working with an email-based ticketing system poses potential issues that could negatively impact the customer experience. Below you can find a breakdown of five common email ticketing system mistakes and what you can do to prevent them.
Lack of personalization
When agents receive a customer support request, they can see the customer’s important data such as name, phone number, and description of the problem. Older systems may not communicate with other platforms that house customer data. This prevents the agent from seeing any more information other than whatever is presented on the ticket. This disjointed workflow causes agents to look up the customer in their main database. Problems may arise if a customer’s name is misspelled or if a phone number is mistyped.
If an agent spends too much time looking up a customer’s history outside of the support ticket, the resolution time increases. LiveVox’s Unified Platform solves this problem because it’s Ticketing Solution integrates into the CRM. When a ticket is generated, the customer’s information is located in the CRM and pulled up alongside the support ticket. The agent can seamlessly access valuable information about the customer from their CRM account. This allows them to provide a better and customized experience for the customer. There is no need to toggle between screens because of the unified platform LiveVox offers.
Limited mode of communication
Although email may be one of the most popular ways to communicate with customers, it isn’t the preferred channel for everyone. Submitting a support request online and continuing through email requires several steps. One must login to their account or locate an account number and navigate to the company website to fill out a support form. They can then continue the communication with updates via email.
There are faster ways to do this. Call centers can offer customers SMS ticket support requests, which can automatically verify a customer’s account if they text from their listed phone number. Call centers can have a designated phone number that customers can send a text to. At LiveVox, this workflow can be customized to suit the call center’s needs. The text can trigger a response that outlines the information a customer needs to provide to create a support request.
Siloed customer data and interaction history
As previously noted, ensuring that an email ticketing system integrates into a company’s CRM is crucial for a seamless workflow. It gives agents a full picture of a customer’s account and helps them better understand their needs according to their history. A CRM isn’t the only valuable integration. Siloed data becomes a problem when different tools and platforms within a call center stand alone.
When they don’t “talk” to each other, agents are left to figure out where particular types of information are located. If this happens while on a call, the customer experience is negatively impacted as agents toggle between different programs. They may spend excess time logging in with different usernames and passwords while the customer is waiting. Integrating other tools such as an automatic dialer into the email ticketing system simplifies workflows for both the agent and customer.
For example, when a new email submission is generated, the agent who works on that new ticket can automatically click-to-call within the ticket. The LiveVox ACD system provides this convenient feature that maximizes efficiency for every support ticket created. This saves agents a significant amount of time. They would have to manually look up a customer’s account in the CRM using the information on the ticket and then copy the correct phone number and paste it into the dialer to make the call. When the CRM, ACD, and ticketing support system are integrated, one simple click can make an outbound call and bring up the right customer’s account.
Lack of self-service options
Email ticket submissions can be very straightforward. A customer can fill out a form online and finish the interaction through email or wait for an agent to call back. However, sometimes call centers don’t offer alternatives for the customer. There are many issues that can be easily resolved by the customers themselves. For instance, a customer may submit a request and generate a ticket for something as simple as a tracking update.
When too many simple support requests fall in queue, agents can become quickly overwhelmed. This is problematic since it leaves those customers with more complex issues having to wait for a longer period of time. Integrating self-service options can help customers with simple problems find the answers they need. A thorough, easy to navigate knowledge base can answer a plethora of common questions.
A pre-programmed chatbot is another option. Call center management can customize a series of FAQs within the chatbot software. Customers can type in their questions and instantly receive an answer. If they are unable to get the help they need, the chatbot can create a ticket for them.
Lack of updates
Poor communication is often a cause for customer concern. When customers reach out to companies for help with something, they want to feel acknowledged and heard. To them, it may not be obvious that there are hundreds of other customers waiting for help. An email ticketing system should provide customers with automatic updates as agents work through the request. Customers can receive these updates through email or text.
This gives them reassurance that someone is working on their request. Updates can also provide critical information about their request which can help prevent customers from feeling as if they are being kept in the dark. Regular updates can give customers an idea of how long it may take to resolve their request. This can help ease their minds instead of wondering whether anyone ever received their ticket. LiveVox’s Ticketing System gives customers real-time updates through their preferred method of communication. The consistent communication provides transparency that ultimately enhances the customer experience.
With more than 20 years of experience in the call center industry, LiveVox is confident about the technology it has developed to suit its clients needs. We provide advanced solutions that contact centers rely on to provide quality customer service. Request a demo here to see LiveVox in action.