August 2, 2022

Using a Support Ticket Systems How to Take Control of the Customer Journey

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How to Take Control of the Customer Journey With a Customer Support Ticketing System

Most people would be surprised to learn that the cost of retaining one customer is far less than that of acquiring a new one. One study estimates that number to be 6 to 7 times less expensive. Using a support ticket system is an excellent way to gain a much-needed advantage in your customer journey planning.

Net new clients are always a major win for companies. However, the ability to retain current clients has proven to be far more rewarding. Satisfied current customers bring referrals. Electing the right retention strategies almost always proves cost-effective by resulting in impressive ROIs. 

What is a ticketing system?

What is a ticketing system?

Contact centers take great measures to ensure a wonderful customer journey. One tool that helps agents deliver quality service is a ticketing system. Ticketing systems are software platforms that contact centers use to keep track and take care of customer support requests. Some platforms are far more advanced than others. Many offer extensive features that allow for self-service and rapid support deployment. 

Ticketing systems work through the intake of requests from customers (or agents on behalf of customers) that outline details for issues they may need resolved. These systems are able to prioritize support requests and send them to the appropriate agent. Agents can pull up each ticket and learn more information about the customer. They can view their contact history and important context to the problem. After the issue is resolved, agents close the ticket and mark as done. 

This process allows contact centers to take control of the customer journey to ensure that their issues are recorded, understood, and solved. From beginning to end, an organized ticketing system provides customers with transparency and reassures them that they will receive help soon. 

Enhance the customer experience

Contact centers can take control of the customer journey by implementing a customer-centric ticketing support system that simultaneously eases agents’ workflows. Many ticket support system features help shape the customer experience.

Ticket Prioritization

One of the most basic features of a ticketing support system is ticket prioritization. This ensures that the most critical client issues are taken care of first, and that those with less urgent requests are safely pushed down the queue. 

When customers with time-sensitive requests are taken care of promptly, their satisfaction levels increase and trust begins to grow.

SLA Management

SLAs, or Service Level Agreements, are a mutual understanding between client and company. They involve numerous varying items such as scope of work, timelines, success indicators, and more. This provides transparency not only for the client, but for the agent too. Both customer and agent are able to thoroughly understand what the service issue is and identify set expectations. 

Self-service Options

Multiple customer satisfaction surveys have shown that self-service options greatly enhance the customer experience. Busy customers, particularly business owners, may often prefer to try to solve simpler issues themselves. This is relatively easy when a ticket support system provides self-serve capabilities such as a knowledge base or online support requests. 

Knowledge bases provide a vast amount of information clients can look through to find the answers to their questions. Online ticket submissions cut the phone time out, giving customers their valuable time back. Self-service options give customers back their power while still allowing contact centers to take control of the journey. 

Custom Workflows

Customized workflows are a critical component within a ticketing support system. Workflows vary from contact center to contact center. Integrating an inflexible ticketing support system into operations can severely hinder agent productivity. Agents and customers may already be accustomed to specific support routines and practices. Drastic changes can quickly lead to customer dissatisfaction. 

A ticketing support system with customizable workflows allows contact centers to outline their unique processes. The ticketing support system should revolve around those processes. This helps to avoid interrupting long standing workflows. 

Friendly U/I

When it comes to ease of use, the ticketing support system should be one of the most simple-to-navigate platforms within a company. Since ticketing support systems can house a myriad of tickets coming from different departments, a wide range of users may likely need to to access it. 

A contact center’s ticketing support system should have a friendly user interface so that employees of all computer-skill levels can easily navigate. From a customer standpoint, their view of the system should also be simple to understand and use. 

This benefits the customer because it reduces the time it takes to get help. Many do not have the excess time it takes to attempt to figure out how to submit a ticket. It also allows agents to quickly fix and close tickets, resulting in faster turn-around times. 

Customizable Options

Ticketing support systems can also offer more customizable options other than workflows. For example, contact centers can choose to make visible only certain sets of data to one group of agents and a different set of data to managers. This allows for better data management capabilities and a boost in employee efficiency. All this results from a wide array of simultaneous uses stemming from one program. 

Another example is a customizable form. Customizable forms allow the call center to include question sets and data collection uniquely necessary for a company. As customers submit support requests, agents receive all the relevant information needed to solve the problem.

Easy Integrations

Siloed data is a major bottleneck across many companies from all industries. When data is “stuck” in one software program, agents must sift through different platforms to access what they need. 

This could pose the risk of damaging a positive customer experience. Switching across programs takes time, particularly when various logins are needed and a manual transfer of information occurs. 

Siloed data also proves a burden to employees. Different departments often need to collect information across different platforms outside of what they typically operate with. This hinders productivity because employees must wait on those with access to help them obtain what they need. 

Easily integrated ticketing support systems, such as LiveVox’s, speed up the process by simplifying workflows for agents. A unified platform offers a seamless, quick transfer of information across various tools and allows agents to deliver a positive customer experience. 

Omnichannel capabilities

The ability to connect with customers through different channels other than voice has opened up a new standard metric amongst top call centers. A vast number of customers prefer to text or email companies instead of calling and spending time on the phone. A ticketing support system with numerous channels of contact makes for a satisfactory customer experience. It gives customers the option to choose the mode of contact most convenient for them. 

Some customers may prefer to text in their requests because they are often within arms reach of their phone. Others may choose to email their tickets because it buys them more time to focus on other areas. Ticketing support systems with convenient channels of contact enhance the customer journey because it becomes customized to their needs. 

Performance Metrics Visibility

Performance metrics are a vital component to all contact centers. They provide visibility not only into each agents’ level of satisfactory performance, but into the contact center as a whole. This feature is vital, and ticketing support systems offer this inside look in order to optimize agent coaching and client satisfaction. 

Metrics that ticketing support systems provide include items such as total time spent to resolve issues, total time spent on the phone, and the percentage of successfully completed tickets. 

Knowledge Base

One of the most common self-serve options is the knowledge base. Once connected to the ticketing system, customers can navigate to a company’s knowledge base and use search terms to attempt to find answers. 

An expanded knowledge base has the potential to house the answers to any question a customer may have. 

This option helps customers save time and provides an alternative for those who prefer to avoid calling over the phone. Customized approaches allow for a positive customer interaction that provides a boost in overall customer retention rates. 

LiveVox Integrated Ticketing for the call center

LiveVox Integrated Ticketing for the call center

LiveVox Integrated Support Ticket System is a featured product part of the LiveVox catalog. The system gives contact centers complete control over the customer journey through its array of advanced capabilities. 

  • Customer interaction management provides agents with the ability to create new contacts from each ticket directly into the CRM and track tickets with shareable URLs. 
  • Customizable dashboards make it easy for agents and managers to highlight the most relevant data specific to their roles.
  • A streamlined approach that results in easy-to-access customer data for agents to quickly resolve support requests.
  • An omnichannel approach that leaves room for customers to choose how to contact companies. 

Feature-rich and efficient customer support ticketing systems are an integral part of successful contact centers. Those workflows are designed to create a smooth experience for customers. This creates a loyal base in the process. 

Consider implementing a highly-customizable ticketing support system into your contact center and ensure that your customers trust your company to address their problems quickly and professionally. 

Frequently asked questions

What is the best help desk system?

The LiveVox Integrated Ticketing system is currently the top help desk system available on the market. Its features are designed to enhance both the customer journey and agent experience by providing transparency, ease-of-use, and customizable workflows. 

How does the ticketing system for customer support work?

The ticketing system for customer support works through different functionalities within a streamlined workflow. 

In general, a customer submits a support request online, on the phone, via email, or via text. A ticket is generated and prioritized. 

An agent receives the open ticket and proceeds to learn about the issue through the data provided. An SLA is also created; this allows the client and agent to understand set expectations, timelines, and proposed resolutions. Once the issue is resolved, the ticket is closed. 

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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; 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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