If your support services are such that a customer issue is resolved in one phone call or one appointment then the answer is likely NO. But, if your services require more than one call or more than one appointment then the answer is YES. If you involve more than one person in the support service, then it would be very beneficial to have a service ticketing system.
What is a ticketing system?
It is software or paper forms that provide an ability to record customer complaints or problems in a manner that is traceable within the organization for the primary benefit of the customer and the secondary benefit of the company/provider. The systems are used to provide prompt resolutions to reported problems as well as to study the patterns of services being provide by who and about what. Having a ticketing system improves communications and minimizes mis-understandings – thereby maximizing customer satisfaction and ultimately corporate profits. Most times assigning a traceable reference to a customers issue provides them with the knowledge and comfort that someone is handling their problem. A valuable image to say the least!
So, why is service ticketing so important for your business?
In most businesses, small and large, information and knowledge is important and valuable from many perspectives.
First, having access to past knowledge in solving new problems can be priceless. Many times, similar problems can be solved by having the experience and details available from history. Time is saved and customer satisfaction is improved by your team providing prompt, accurate assistance. An image of expertise is broadcast widely when you know what you are doing by utilizing prior knowledge quickly.
Second, the ability to provide feedback to your customer and to vendors can save hundreds of hours and thousands of dollars. The ability to know how a product is doing in the realm of profit generation or in the lack thereof is of utmost importance to the business health.
These are two of the most visible benefits but be assured there are many others.
To provide the two benefits described above, your customer service ticketing system must integrate with a Knowledge Base or corporate database of information. Such integrations are usually part of a high quality service ticketing system.
Additional features you should look for in your next service system are :
- Connection to your customer information system (CRM)
- Ability to expand the built-in information to include custom fields
- Direct ticket to Knowledge Base connectivity
- Ability to create common templates for entry of common problems or customer inquiries
- The ability to connect a service ticket with multiple other entities such as
- – Contacts (more than 1)
- – E-mails
- – Vendor records
- – Knowledgebase articles
- It should include Workflow – the ability to act upon predefined stages within the process of solving the problem
- Assign activities and track history of activities completed while resolving a service ticket
- Track time utilized by the technical staff, as well as parts used for repairs
- Connection to a time billing and/or QuickBooks accounting system
At TeamAutomation we use a customer service ticketing system to allow us to service a large client base while maintaining a controlled and cost effective technical staff. This is not a simple undertaking for many companies but certainly one achievable with proper guidance, quality software and focused effort. Let us explain how the RedHorse Servicing module or TeleSupport Helpdesk can accelerate your customer satisfaction and improve your bottom line. Contact us or visit TeamAutomation Online.