Your ticketing system is the backbone of your company’s customer support. A good ticketing system can enable you to streamline processes, manage requests, and improve efficiency. However, it’s important that you optimize this process for maximum impact on your business. Here are 7 tips for doing just that:
1. Answer Tickets Quickly
One of the most important things you can do to improve your customer support is answer tickets quickly. This will make it easier for customers to get their questions answered, and they’ll be more likely to recommend your company to others.
To answer tickets quickly:
- Be patient with customers who take time finding information on their own (e.g., searching online).
- Don’t be afraid of asking a question yourself when someone asks you something confusing or hard-to-understand at first glance!
It can be frustrating when you spend a lot of time answering tickets and don’t get any recognition for it. But remember: You’re helping customers, which is important in itself. And if you do something exceptional—like answering a ticket faster than usual or with helpful extra information—make sure to let your manager know!
2. Understand the Ticket Category
When you are creating ticket categories and sorting them into a ticketing system, you should take the time to understand exactly what each category is meant for. You can do this by asking yourself the following questions:
- What is the purpose of this category? How will it help me manage my customers’ issues?
- Will this be an ongoing feature or something that requires immediate attention? If so, what would happen if I didn’t have any more tickets in this category when someone calls me about it (e.g., no one had ever created one before)? Would they get frustrated and leave angry at having wasted their time with me instead of being able to fix their issue(s)?
- How do I know that each one of these tickets has been filed correctly and accurately?
Once you’ve answered these questions, you’ll have a better idea of how to handle the different ticket categories in your system. You can then move forward and start creating tickets for each one.
3. Record, Record, Record
To optimize your ticketing system, you need to track all the details. For example:
- The details of each ticket (the customer’s name, email address, etc.)
- How long it takes for a customer to resolve their issue in the system. This can be tracked by using a timestamp or a count of how many days have passed since they started working on the issue.
- What outcome they were able to reach with their problem/solution (e.g., “problem solved,” “I’m still looking into this”).
It’s also important that you record other things about each ticket as well like:
- The date it was created.
- The date it was resolved.
- The customer’s satisfaction with the resolution (e.g., “satisfied,” “unsatisfied”).
4. Make it Easy to Submit a Ticket
One of the most important things to remember when it comes to customer support is that your customers are busy. They have lives and jobs, and they have other things on their mind besides submitting a ticket or engaging with your company.
A good ticketing system will make it easy for them to get in touch with you, so that when they need assistance from you (as opposed to someone else), they know exactly who can help them out—and how! The best way for this is by making sure your system handles support inquiries quickly, efficiently and without error.
That means having an intuitive design that’s easy-to-use; being mobile-friendly; having all relevant information at the top of the page where users expect it; being accessible via search engines like Google so people can find what they’re looking for without having any trouble whatsoever; also making sure there aren’t too many steps involved before reaching out.
5. Know Your Customer Service Numbers
Knowing your customer service numbers is an important step in ensuring that you’re able to provide excellent customer service, and it’s one that many companies overlook.
The first thing you should do is find out who your customers are. Once you know who they are and where they live, find their physical address so that when someone calls in with questions about an order or request, there won’t be any confusion about whether the person asking is right for this project (or if their information was accurate).
Once you have their physical address, next step is finding out which phone number belongs to them—this can be done by calling all major outlets providers directly instead of relying on third party websites like Calltracker.com which only show up when someone makes calls from home phones; however if this method doesn’t work either then try calling businesses near where each location lives instead just because sometimes these businesses might have better access quality issues between landlines vs cell phones.
6. Track Your Tickets
Tracking your tickets is the best way to analyze the results of your customer support efforts. This data can help you see what’s working and what isn’t, which will let you improve your customer service in the future.
Here are some examples:
- If a large percentage of customers who call in complain about being on hold for long periods of time, this may be because they don’t understand that live chat is an option for getting answers quickly—or even just not realizing it exists at all (and therefore expecting a phone call). In this case, implementing a live chat tool like NinjaChat as an option would fix this problem immediately by providing immediate access to customer service representatives during peak hours when people are most likely calling in.
- If most calls are coming from one location (or area), we might consider sending out more staff members there so that they can more efficiently assist those who need assistance with their issues instead of trying their luck elsewhere around town!
7. Look for Solutions and Ways to Improve
- Use the data you have to improve your system
- Ask for feedback from customers, employees, partners and vendors
- Ask for feedback from the community at large
We hope you’ve enjoyed learning about the different ways to optimize your ticketing system for maximum efficiency in customer support. By using a ticketing system and optimizing it, you will provide better customer service for your users. Make sure to try out some of these tricks in practice before implementing it.