There are plenty of ways that a person can actually contact a company in case they need help or have questions regarding the service or the product offered. Some people would rather whip out their phones and dial customer service to be able to speak with someone. However, there are times when the queue is long or times when there is no contact number given. When any of these happen, the next best thing to contact the company would be through sending in a customer support ticket.
If you are the company, it is essential that you provide the best support that you can when it comes to your customers. These people may be nameless but they are the lifeblood of your business. They are the ones who keep you floating and who bring in the revenue. Thus, investing in the right people to take care of your customers is a really great investment.
To help your customer support team, a business should also invest in a good ticketing system. Tickets are usually not given enough attention by companies. They believe it to be just an option. However, it is very important that you give it the attention it deserves as you would with call center agents. The faster you are able to respond to a ticket, the better it would be for you and your customer would be happier. Strive to provide a solution or an answer in just one ticket. This would help lessen the amount of tickets coming in and your customer would also be satisfied to have all that he/she needs in just one response.
The ticketing system that you are using should be organized enough. There should be proper categories to help the customer service staff working on those tickets to properly categorize tickets coming in. The more info you can put in them, the better it would be. Be very specific as this should help you see what problems you are having most of in your business.
The software should also help you see which issues are really big in the business that you are in. You may be getting a lot of tickets on how slowly your program is running. “Companies should invest time up front to create a support ticket that allows support agents to identify critical customer issues in real time,” says Holly Regan, researcher at Software Advice. “Being proactive will help your organization reduce the likelihood of an issue turning into a PR crisis that is spread by your customers on social media.”
The system should help you understand just how many people have already complained about this. In a way, the tickets should reflect how well (or how bad) your service or product is doing.
“Along with creating an effective support ticket, it is also important that you have an action plan and an ongoing review process for resolving issues,” says Regan. “Providing the best customer service is crucial to the success of your support center, and implementing checklists like ours can help you stay consistent in your service delivery.”
When you already see what issues need your attention and that these issues are not isolated cases, make sure that you are able to provide not just a temporary solution but a long term answer to the issue. It is highly important that you inform the people working on customer support on how to properly handle tickets regarding this issue. If there is a need to follow up on the customer regarding the issue that they have reported, please do so. The customer will appreciate this and they would feel important.
In a few days, you should be able to see how well your solution has gone. You would notice this by the amount of tickets coming in regarding the issue. If there is still the same amount of tickets, then there may still be something wrong. On the other hand, if the number has lessened or has stopped, then you can give yourself a pat in the back for a job well done.
Feedback is very important when it comes to a business. This is the way that you would know how things are going for your business. You should give time to get feedback and learn which ones you should stick to and which ones you may have to change or improve on.