A lot of young businesses will actually get away with a team shared inbox. But, when success is knocking on your door and when your sales have started growing, you will be over in by all of the emails that have started coming in from satisfied or even less satisfied customers and clients. Not mention, the request that you will be receiving in the shape of phone calls, text messages, live chat messages, comments, on your social media platforms. That is when the requests will start falling through the cracks, and sometimes, customer satisfaction will decrease if this happens. There is a simple solution. Getting a really amazing ticketing system which will enable your team to stay on top of all kinds of customer request at all times will solve all of your issues as fast as possible. You will see that this will also result in customers being a lot happier, and it will bring some brand loyalty. When you get brand loyalty, you will see that you have started making profits.
How do we actually recognise a really good ticketing solution?
That is a question that plagues a lot of businesses. That is why, I have listed out some features that you should look out for.
It should have a multichannel accessibility. It is absolutely no secret that you live in a very hyper-connected society. Streamlining all of your customer support efforts across all kinds of platforms is very important. If You of a diverse channels, you will allow all the users to pick whichever they are very comfortable with. This kind of freedom will result in an overall amazing experience for the customers and your business.
A good ticket management system will enable you to track and manage all kinds of requests from multiple channels. Communication is really important, and there is no doubt that it will grow significantly.
Make sure that you support multiple languages. Or if You customers may not be able to speak English. You should be able to translate with just a couple of clicks. Customers who are brand loyal will reach out, and they may be speaking French, Spanish or even Italian. You should have support for multiple idioms. Multilingual support is one of the best things that you can get for a business.
Make sure that you have full customisation. Your ticket management system should be completely integrated into the brand. This is definitely important from a user experience perspective. Customers do not want to feel that your business then put enough effort into the platform. Oh really good ticket management solution will include all kinds of customisable templates.
An optimal ticket management system will be oriented entirely towards customer experience. Because, in a lot of cases, customers are the most crucial resource for businesses.