Small businesses may be used to handling customer concerns as they come by simply taking calls or complaints on the spot. However, as businesses and their clientele both grow, this kind of impromptu system becomes unviable. Too many complaints come through too many channels, requiring businesses to find a better solution. If not, they will almost certainly contend with low customer satisfaction and potential legal issues.
Many businesses try to solve the influx of customer service requests by simply setting up a support inbox or a web page with a form to fill out and send via email. While this can work, it requires a lot of time and effort for staff to organize, track, and respond to all of these complaints. Moreover, once they do, there isn’t any intuitive way for them to organize and save the information from these exchanges.
This is where a customer service ticketing system comes in. To give business owners a better idea of what they have to offer, we are going to cover the following:
- What a customer service ticketing system is
- The benefits of a customer service ticketing system
- How to adopt one within weeks
Let’s dive into each to get a comprehensive look at these platforms.
What Is a Customer Service Ticketing System?
A customer service ticketing system is a software solution that accepts, routes, and organizes customer support tickets. By performing these functions automatically, these tools make it simpler for customer service associates to respond to tickets quickly and ensure tickets get to the right team member within more modular teams of larger businesses.
They also provide self-service portals that make it easier for consumers to submit questions and concerns and offer some level of automatic response that includes helpful information about possible solutions, troubleshooting steps, or a forecast for CS response time.
Benefits of a Customer Service Ticketing System
By automating the logistics of ticket input, routing, and organization, customer service ticketing systems provide a number of benefits to the businesses that adopt them. The most significant are:
- Faster CS response times
- Higher customer satisfaction
- Better data organization to help inform future CS changes and training
- Less time spent on logistics by CS teams
- Tighter focus on quality CS responses as opposed to admin duties
Businesses adopt these solutions to achieve faster response times, which leads to happier customers. Still, customer satisfaction isn’t the only benefit brought about by more efficient responses. They also save associates time, allowing them to focus more on parts of the job that need a human touch, like crafting better responses.
These automated systems are necessary for businesses with associates who spend a significant portion of their time manually tracking, organizing, and routing tickets. Such repetitive tasks waste time and force team members to rush through the actual communication process with customers. With an automated CS ticketing system, they can focus on more personalized, comprehensive responses that keep consumers from having to reach out again.
Adopt a Customer Service Ticketing System with Vivantio
While each benefit we mention in this article works wonders for businesses, they won’t help if managers choose a platform that cannot provide all the necessary features. Vivantio offers a cutting-edge customer service software platform that offers everything listed and more, including:
- Endless integrations to make implementation easy
- Automatic ticket routing to ensure every ticket gets to the proper agent
- Workflow designer tool that allows managers to customize the framework of their CS operations without any technical knowledge required
- White-label service portals so businesses can maintain a cohesive brand throughout the service process
- A holistic view of each client to ensure that no agent is missing vital information
For businesses looking to advance their customer experience efforts into the modern age, Vivantio is a no-brainer option.
For more than two decades, Vivantio has helped clients optimize their service organizations with a uniﬁed service management platform. To find out how Vivantio can help you adopt a customer service ticketing system, contact our team today or register for a free demo.