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December 10, 2019

How to Use an Integrated Ticketing System: Cloud Based Solution

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The benefit of a cloud ticketing system is kind of right there in the name, isn’t it? It helps you manage customer cases, conversations, data, and more. This means you can streamline workflows, make life easier for customers and agents, and focus on what matters — solving problems.  

Even with the many advancements made in the contact center software game, a ticketing system remains an essential piece of great customer experience, even though most of it is invisible to customers. 

Picture this: It’s 1990. A customer calls in to complain about an unfamiliar charge on his bank account. An agent answers (for imagination’s sake, it’s a rotary phone, you know the one where you have to spin the dial?). He listens to the complaint and says, “hold on a minute” and then cups a hand over the mouthpiece, while yelling, “Hey,  anybody knows what our monthly charge for savings accounts is now?”

Can. You. Even. Imagine.

Thankfully, we’ve come a long way since then, and the amount of efficiency we can offer now makes us laugh at the clunky processes of yore. 

Some things never go out of style. Like the classic leather jacket you’ve had for years, ticketing systems are still the crown jewel of the contact center. But how do you know have as powerful and cost-effective a ticketing system as you need?

From the business end, you don’t have to stitch together a bunch of disparate systems to get all of the bells and whistles needed to deliver seamless service end-to-end.

To supercharge your contact center through its ticketing system, you need one that does eight crucial things, which we’ll get to in a moment. But first, let’s talk about exactly what an integrated cloud ticketing system is.

What is an integrated ticketing system?

A ticketing system is a program that allows contact center agents to track, manage, and resolve customer problems in an orderly fashion. 

Since agents don’t work 24 hours a day, seven days a week (thank goodness!) it’s not always feasible for a single agent to resolve a customer’s issue. Also, it’s common for a customer service inquiry to require collaboration from multiple departments, like billing, sales, and IT, to resolve. Thus, call centers need a system that allows multiple people to work on a single query without duplicating work or losing track of the progress. The idea of a support “ticket” was born. 

An integrated ticketing system makes all tickets from all departments and channels available on a single platform, with data and accessibility shared between them. An inquiry that comes in via live chat can easily be routed to a phone agent, with the relevant details on the customer and their problem right there and easy to see. 

A cloud ticketing system has many benefits for contact centers. Because every communications channel is accessed through a single piece of help desk software, an integrated ticketing support system helps companies maintain consistent quality. And, by streamlining agent workflows, integrated ticketing software also leads to reduced customer wait times. 

When choosing a ticketing support system, look for one that offers these crucial capabilities.  

  1. Scale

With growth comes more customers. While a legacy ticketing system might get the job done in a business’s early days, it will quickly lose effectiveness once the number of support inquiries begins to multiply. With the help of integrated channels and automated processes, agents can manage multiple customer conversations and tickets at once. Customers get their issues resolved faster and contact centers spend less on agents.

Issues can be raised on one channel and seamlessly bounce to and fro without the headache of rehashing information or clicking through multiple tabs. 

In addition to managing an overall increase in call volume, integrated help desk ticketing systems are also useful for managing call surges related to seasonality, service interruptions, and other temporary factors. 

Benefits of a cloud ticketing system
  1. Reduce backlog

Reducing ticket backlog obviously decreases customer wait time and reduces pressure on agents. When agents feel pressure to get through a customer interaction as fast as possible, they’re less likely to offer the warm, patient service required to get to a resolution. 

With less backlog, agents take more time with each customer, which encourages customers to feel valued and makes them much more likely to be loyal customers for the long term.

Reducing backlog also contributes to fewer errors. When agents are rushed, they may unintentionally cut corners in updating tickets, which can lead to inaccurate customer records. A more manageable call queue gives agents the time they need to keep tickets correct and up to date. 

  1. Automate for efficiency

Integrated ticketing systems can perform the formerly time-consuming, repetitive administrative tasks associated with managing customer support cases like in the example from our fictional call center a la 1990. Automated messaging implemented with SMS or web chat can respond based on keyword triggers, organize, prioritize, retrieve and resolve large volumes of tickets. They also track each step of the process until the customer is satisfied and the ticket is closed. This frees up agents to get to the next customer faster. 

  1. Omnichannel integration

Ticketing systems built on a unified data layer are held together by one thread looping all channels into sync with one another. Agents view all the information on one dashboard, regardless of whether an issue originated via email and escalated to the phone or from a text to an email. 

This saves time that would be spent clicking or searching elsewhere for information needed to resolve the issue. It also provides a personalized interaction and efficient, seamless functioning because it allows for channel preference to guide the interaction. The agent can create or find tickets, and assign, merge, edit or escalate them easily.

  1. Organize information automatically

Support teams rely on ticketing systems to organize their daily workloads and prioritize the most important issues that they need to work on. In some industries, agents handle up to 50 cases per day, making it vital to have a system in place that manages the volume without customers falling in the cracks.

 Agents can be clear about what to do next and handle communications on various channels efficiently and with a high level of productivity. Without this level of data management, agents have to spend time on activities like tracking down an old email thread or call recording. With an integrated ticketing system, instead, agents can quickly search archived cases and locate pertinent historical information.

  1. Monitor and report

As part of the tracking system, managers monitor the functioning of the contact center with real-time dashboards and detailed reports. The real-time data helps the supervisor gain valuable insight at a glance and make informed decisions about resource allocation to ensure agent satisfaction and operational efficiency.

Metrics you can monitor let you know when someone on the team is falling behind in their duties so that you can address the issue before it escalates further. Business analytics help bring transparency to your support team’s efforts so that you can identify bottlenecks or other kinks in your process and course-correct accordingly. They also lend an element of accountability to your team, because when something goes wrong, you can easily understand the reason why it happened, from your system reporting. If there’s any question, all calls are recorded and searchable and speech analytics can take you to the trouble spot.

Call center business intelligence
  1. Track service level agreements (SLAs) 

Essentially, SLAs let customers know they can expect to have a response or their issue fully resolved in a specified amount of time. Managers can set rules for the SLAs, prioritize tickets and move things up in a priority case. Feature-rich integrated ticketing systems provide speedy resolutions for most issues. Having a ticketing system that tracks SLAs sets clear expectations for your support team and your customers to give your support team goals to work toward and make sure SLAs are honored.

  1. Convert complaints to sales

Everyone pays lip service to customer satisfaction, but complaints are your moments to really shine. With an integrated ticketing system that operates from a unified data model, you can leverage complaint data to initiate meaningful change. Built-in tracking capabilities and meticulous record-keeping help you to identify recurring problems, develop goals focused on improvement, and test different solutions. 

For more on what metrics matter for your ticketing system, read our blog here.  

When customers get the superior support that’s possible with the use of an integrated ticketing system, they view your business as savvy, easy to work with, and well-equipped. 

This builds loyalty and curbs customer attrition which stabilizes revenue in addition to making you look GOOD just like that leather jacket does. 

LiveVox’s cloud ticketing system

LiveVox is an integrated cloud ticketing system built for the needs of the modern contact center–and its customers. 

Customers want to spend money with brands they connect with, on the channels where they’re comfortable. LiveVox makes it easy to offer robust support on every platform, including phone, text, email, webchat and social media. 

By unifying data across channels, LiveVox gives agents a complete view of the customer, which powers more personalized interactions. Having need-to-know details close at hand speeds up service and reduces wait times, creating more satisfied customers. 

And, let’s not forget about the people who have to work with your help desk ticketing system day in and day out–agents themselves. LiveVox was purpose-built with agents’ needs in mind, simplifying processes and reducing manual work through automation. Having happier agents leads to lower turnover, which is a win for contact centers in any industry.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; New York City; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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