In 2022, choosing your ticketing system can sometimes be complex; the dematerialization of exchanges has revolutionized customer service both in terms of centralization of information and in its simplification. When we know that a customer uses at least 3 channels to contact a customer service, it is mandatory to be able to prioritize and centralize the information as much as possible to optimize the processing time as to meet its requirements. As stated in the Forrester report “The first thing to do is to choose the ticketing system best suited to the demand, but especially to your structure. It’s about not building a simple support platform, but making the difference with an optimal relationship interface between your customer and the company.”
-Sources: 2013 Forrester report
Ticketing system: facilitating interaction and communication
Note that no matter the method (e-mail, web portal, social networks, hotline, etc.) The role of the support agent is to guide the user and to carry out the first usage checks in order to understand precisely the nature of the problem. Thus, on the basis of the answers received, he will decide whether a more complete analysis is necessary or not. Hence the importance of a suitable ticketing tool. This standardization makes it possible to avoid missing anything and, above all, to provide the appropriate response. The impact is clear on conversion rates and response time.
Problems encountered by CIOs with ticketing system
The first process to computerize for the ICT is often the support service. Indeed, if we want to measure the responsiveness and efficiency of a company, it is this service that will be judged. The points of alertness that may be problematic are:
- Implementation and request capturing too long
- Lack of data centralization implying lack of team coordination.
- Process requests in a more agile way to warn of any changes
- Designation at times approximate such as “Tickets” and “Incidents” to define a problem or a “Bug”
Most IT departments cannot solve certain problems because of a lack of homogeneity of ticketing tools, this is often linked to two major factors:
- Obsolete user interface
- Not enough traceability
It is crucial to choose the right software in order to be able to best meet the demand of your customers, but also of your support agents. Here are the major points to consider when choosing the most suitable solution. First of all, it is necessary to understand its usefulness and use, since it is the privileged assistant of an IT department or a customer service in order to best handle user requests.
Below are the 4 major points to stay focus on:
- Structure exchanges through the different channels
- Process & automate user requests
- Calculate priorities
Over the past ten years, the solutions have changed significantly to adapt to customers. Therefore, these must be up-to-date with the latest technologies. To meet these requirements, full availability and qualified services must be provided. 24/7 availability is required.
The ticketing makes it possible above all to keep a privileged, direct and permanent contact with your interlocutor. It is not just a support platform, but a premium interface between the customer and the company. This type of action will bring greater fidelity and a greater emphasis on the interlocutor.
What are the expected objectives of a ticketing system?
- Collect & Prioritize tickets
- Increase productivity
- Reduced resolution times
- Valuing team building
- Improve the resolution time of requests and optimize responses.
It is therefore essential to choose the right software to reassure users by giving them access to the monitoring of support by the IT team
Ticketing system: A solution reserved for large companies?
This is often a misconception. When we hear the words “support”, “platform” or “help desk”, we imagine a company with a horde of jobs and gigantic premises. Small Businesses or SME managers must deal with customer requests and be able to offer a suitable ticketing tool. A fast and responsive service desk software is more than just an added value, but there are some things that need to be evaluated first.
1. Your company works in B To B or B To C/B2B and B2C. You must take into consideration the size of your organization in order to guarantee an adapted and optimized service.
2. What ticketing tools should be implemented to best meet the demands of your customers?
3. How do your customers contact you?
4. Do you need to free up training for your new ticketing tool?
Ticketing system for unified management
Once these few points are reviewed, you will be able to be in tune with your needs. A ticketing tool must satisfy both the needs of the customer and the needs of the service. All employees must be comfortable. An effective and efficient service desk is the essential component of good unified management. The choice of a suitable ticketing tool and the consideration of the points to be consolidated are a major factor to be taken seriously