How Your Ticketing System Could Make or Break Your Business

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When customers have a problem with your business, they either turn to you for help, complain to their friends or on social media, or move on to another business and don’t come back to you. In this article we’ll explore how a contact center ticketing system could fix many of the problems your customers may be having.

In fact:

Every business gets customers who complain, need help, or have questions. If your customer service is responsive and caring, and your ticketing system is efficient and effective, you have a very good chance of developing loyal customers, even when things go wrong initially. 

The Harvard Business Review found that people who complained on social media and received a response were more loyal afterward than those who never complained. 

On the other hand, if you frustrate customers in their complaint process with a delayed, inadequate or missing response, their social media posts could have a significant impact on your business success.

Ticketing, the evolving solution

Not that long ago, when a customer had a complaint or request and called or walked into a brick and mortar business, a helpful person would write a note on a small card that looked like a ticket and put it on a pile for someone to address in the order the request came in. We still use the term “ticket,” or “service ticket,” or also “case” or “issue.”

With advances in technology, the power of ticketing systems has increased exponentially. We’re not just putting that paper ticket information into a computer. We’re leveraging the information processing capacity of computers to service customers with the channels, personalization and lightning efficiency they want. 

At its core, a ticketing system is a management tool that processes and catalogs customer service requests. Your ticketing system should be user-friendly for customers, agents, managers, and administrators and serve both to resolve customer problems and to track all relevant metrics for business success. This tracking capacity is the secret sauce to optimizing customer experience, profitability and contact center efficiency. More about that in What metrics help you create a successful ticketing system.

The contribution of customer experience

Ticketing is still basically a system for businesses to address both technical and process problems, but they have had to evolve with shifts in customer expectations. in this customer-centric era, we’ve shifted from the mechanized focus on a problem to a more human view of ticketing. Now we think of ticketing systems as a way for service representatives to communicate internally and with customers. That communication involves not only a satisfying resolution to a problem but the empathy and care people want in the process, as well as the resulting data that informs improvements in the system. 

Ticketing systems have matured

Customers can initiate a ticket in multiple ways in a true omnichannel system. They can submit their own ticket directly into the system or contact an agent through their channel of preference, voice, SMS, email, chat or social media. Customers describe their issues to an agent who files all the information into the CRM from their dashboard.

Once a ticket is submitted, the system ties it to the customer’s profile and journey, so agents can communicate with customers with all the information in front of them. Managers track the ticket according to route and speed of resolution, customer satisfaction, and agent success. Each ticket maintains the history of each change, and customers can easily be kept in the communication loop as it progresses, by email or SMS, not just when it’s resolved. 

Agents create, view and modify tickets. it is critical to empower with a single dashboard where they can issue tickets and also have insight on all interactions occurring on a ticket, including all channels. Even if a ticket is closed and later reopened, agents have the whole history in front of them, without having to ask the customer to retell their story. Agents are also able to add notes, create action reminders, and add attachments for reference.

Since most issues are identical or similar to issues that have happened before, agents should be able to find the best approach recorded in the knowledge base. Agents can even attach answers from the knowledge base and FAQ to tickets. In case of exceptional queries, the agent who solves it can record and store the approach for others to refer to when in a similar situation.

Each issue in the system may have an urgency value assigned to it, based on the overall importance of that issue. Low urgency issues can be resolved as time permits, while high priority issues get immediate attention. This is particularly helpful in cases where the interaction history with the particular customer has been less than satisfactory.

The most modern ticketing systems provide automation and self-service options to make the lives of agents and end users as easy and efficient as possible.

Managers can view, prioritize and assign tickets to agents and teams in whatever way they choose to customize their system. Monitoring a fully integrated, real-time ticketing dashboard, managers can 

  • Define ticketing parameters and statuses,
  • Gain a complete view of customer support issues,
  • Make informed decisions about resource allocation,
  • Ensure agent satisfaction and operational efficiency,
  • Track trends over time by seamlessly measuring KPIs and generating reports.
  • Track SMS performance on key metrics of marketing campaigns,  surveys, contact list segments, connection to sales, etc.

When customers do complain, managers should offer immediate SMS responses to let customers know the business cares and is already in the process of addressing their concerns. This can prevent escalations and begin to resolve issues immediately. 

A particular focus must always be an indication of a violation of the laws and standards of outbound communications. If any of your outbound practices don’t comply with laws and standards, you will get complaints and you could be responsible for enormous fees, lawsuits, and other punishments. Be sure your outbound software has built-in compliance tools that keep your agents within bounds.

A customer complaint seems bad on the surface, but it’s an opportunity to improve your service and prove to the customer how much you care. By listening and providing the best solution possible every time, you can turn the experience around. Handled right, feedback from angry customers can not only create your most loyal customers, but can lay the groundwork for many more behind them.

Tips to Implementing a Ticketing System for Small Businesses

In the fast-paced and competitive business landscape, delivering exceptional customer service is no longer optional—small businesses must stand out from the crowd. One effective way to revolutionize how customer support is managed and elevate customer experiences is by implementing a ticketing system specifically designed for small businesses.

At its core, a ticketing system for small business is the backbone of customer support, offering a centralized platform to efficiently manage and track customer inquiries, complaints, and requests across various communication channels. By consolidating customer interactions in one place, you can gain a holistic view of your customers, enabling your agents to respond promptly and with personalized solutions. Customer interactions are no longer lost in the shuffle of multiple channels and spreadsheets; a ticketing system brings order and organization to the process.

One of the most significant advantages of a ticketing system for small business is its ability to provide valuable insights through detailed metrics and reporting. Managers can easily track response times, resolution rates, and customer satisfaction, enabling data-driven decisions for continuous improvement. These insights empower businesses to identify pain points, optimize support processes, and enhance overall efficiency.

As small businesses grow and expand their customer base, a scalable ticketing system for small business becomes even more valuable. It can easily accommodate the increased volume of customer interactions without compromising the quality of support provided. This scalability ensures you can maintain a high level of excellence in customer service even as you experience growth.

Beyond the operational benefits, a well-implemented ticketing system for small business enables you to foster long-term customer relationships and build brand loyalty. Small businesses can create a positive and lasting impression by promptly addressing customer issues and providing personalized solutions. Happy customers are more likely to become repeat customers, leading to increased retention rates and positive word-of-mouth referrals.

Implementing a ticketing system for small business is a strategic move toward simplifying operations, enhancing customer service, and achieving a competitive edge in the market. With a centralized platform, valuable insights, and scalability, small businesses can optimize their customer support, build a loyal customer base, and pave the way for long-term success in the dynamic business landscape. LiveVox can help you embrace the power of a ticketing system tailored to small business needs and elevate your customer service to new heights.

What are the Benefits of a Business Ticketing System

As businesses expand and their customer base grows, efficiently managing customer support is critical to driving sustainable growth. A business ticketing system offers a comprehensive solution that optimizes support operations, fosters team collaboration, and propels the organization forward.

In today’s business landscape, customers interact through various communication channels, including email, phone, chat, and social media. A business ticketing system seamlessly consolidates these interactions, ensuring agents have all the relevant customer information at their fingertips. This unified approach enhances the customer experience, as agents can address inquiries or issues promptly and knowledgeably, leading to increased customer satisfaction and loyalty.

Beyond facilitating customer support, a business ticketing system empowers managers with real-time insights and comprehensive reporting. By monitoring key performance indicators (KPIs) and metrics, managers can identify trends, allocate resources effectively, and make informed decisions to enhance operational efficiency. With the ability to track response times, resolution rates, and customer satisfaction, businesses gain valuable data-driven insights that drive continuous improvement and better support outcomes.

The collaborative nature of a business ticketing system encourages seamless communication among different teams within the organization. By assigning and sharing tickets, teams can efficiently resolve complex customer issues, ensuring a smooth and cohesive customer support experience. This cross-functional collaboration improves response times and fosters a culture of teamwork and problem-solving within the organization.

As businesses streamline their support operations with a business ticketing system, they can focus on growth strategies. With improved operational efficiency, organizations have the bandwidth to explore new opportunities, expand their offerings, and invest in initiatives that drive business growth. Moreover, providing top-tier customer service through a well-implemented ticketing system enhances the brand reputation, attracting new customers and fostering customer loyalty.

Implementing a business ticketing system is a strategic move to streamline support operations, drive growth, and enhance the overall customer experience. By consolidating customer interactions, empowering managers with valuable insights, and promoting cross-functional collaboration, businesses can optimize their support processes and focus on expansion and success. Embrace the power of a business ticketing system and pave the way for your organization’s continued growth and success in the dynamic business landscape.

Scale Up with an Enterprise Ticketing System

In large enterprises’ fast-paced and high-volume environments, implementing an enterprise ticketing system is pivotal in elevating customer support to new levels of excellence. These robust systems are purpose-built to meet the unique scalability needs of big organizations while providing unparalleled efficiency and customer-centric service.

At the core of an enterprise ticketing system lies its ability to handle a vast volume of customer interactions across various communication channels. Whether customers reach out through phone, email, chat, or social media, the enterprise ticketing system seamlessly consolidates these interactions into a unified platform. This integration ensures that agents have all relevant information at their fingertips, empowering them to address inquiries or issues promptly and knowledgeably.

One of the key advantages of an enterprise ticketing system is its tight integration with a customer relationship management system. This integration allows agents to access comprehensive customer profiles and interaction history, enabling personalized and well-informed interactions. Agents can view a customer’s past interactions, preferences, and purchase history, providing a holistic understanding that fosters meaningful engagements.

For managers overseeing large support teams, an enterprise ticketing system offers a suite of advanced features. These include priority assignment, workload balancing, and performance tracking. With such tools at their disposal, managers can efficiently allocate resources, assign tickets based on agent skillsets, and ensure timely issue resolution. Real-time reporting and analytics provide valuable insights into team performance and customer satisfaction, allowing for data-driven decisions and continuous improvement.As large enterprises handle complex customer demands, an enterprise ticketing system becomes indispensable. By optimizing support operations and enhancing customer experiences, businesses can maintain excellence even during times of growth and increasing demand. These systems empower organizations to deliver top-tier customer service, build lasting customer relationships, and thrive in a customer-centric world. The enterprise ticketing system is a strategic investment that propels enterprises towards greater success and positively impacts their bottom line.

Providing Tailored Solutions with a Small Business Ticketing System

As small businesses evolve and grow, their customer support requirements also change. A small business ticketing system is a dynamic and adaptable solution that caters to the unique needs of growing enterprises, offering tailored support and operational efficiency.

As they expand, one of the key challenges for small businesses is effectively managing customer interactions across various channels. A small business ticketing system is a centralized hub where all customer inquiries, complaints, and requests are collected, ensuring no customer falls through the cracks. Agents can easily access customer data, interaction history, and prior resolutions, enabling them to deliver personalized and informed responses, significantly enhancing the overall customer experience.

As small businesses attract a broader customer base, the volume of support requests naturally increases. A small business ticketing system is designed to scale effortlessly, accommodating higher ticket volumes without sacrificing the quality of service. This scalability ensures that small businesses can maintain their exceptional customer support even during periods of rapid growth.

In addition to streamlining support operations, a small business ticketing system empowers managers with valuable insights through comprehensive reporting and performance metrics. Managers can track KPIs such as response times, resolution rates, and customer satisfaction, gaining data-driven insights that enable them to make informed decisions for continual improvement. This data-driven approach to customer support allows small businesses to optimize their support processes, identify trends, and allocate resources effectively, all of which contribute to building a reputation for top-tier customer service.

Embracing a small business ticketing system goes beyond operational efficiency; it helps foster strong and lasting customer relationships. By ensuring that every customer interaction is handled promptly and professionally, small businesses can build trust and loyalty, which are critical for long-term success.

A small business ticketing system is valuable for growing enterprises, providing tailored solutions that align with their evolving needs. From streamlining support operations to empowering managers with valuable insights, this versatile system is essential in navigating the challenges of expansion and delivering exceptional customer experiences that drive sustainable growth.

Streamlining IT Operations with a Ticketing System for Small Businesses

In IT operations, efficiency is paramount to delivering seamless support to end users. A ticketing system tailored for small businesses streamlines IT operations, optimizing service delivery and empowering IT teams to excel.

An IT ticketing system is a central hub for managing IT-related inquiries, incidents, and service requests. Providing a user-friendly interface enables end-users to easily submit tickets, streamlining the ticket creation process. Whether users encounter technical issues, request software installations, or seek hardware replacements, an IT ticketing system for small business ensures that IT teams promptly receive and address their requests.

One of the key advantages of an IT ticketing system for small business is its comprehensive knowledge base. IT agents can quickly access a repository of solutions for common technical issues, accelerating the resolution process. Moreover, the system allows agents to attach knowledge base articles and FAQs directly to tickets, ensuring consistent and accurate responses to users’ queries.

Efficient ticket allocation and task management are essential for IT managers. The IT ticketing system for small business allows managers to assign tickets to specific teams based on expertise, monitor their real-time progress, and prioritize tasks according to urgency. These features optimize resource allocation and ensure that IT teams handle critical issues promptly, reducing downtime and enhancing overall productivity.

By closely tracking IT support metrics, managers gain valuable insights into agent performance and the efficiency of the IT support process. Identifying areas for improvement becomes easier with data-driven reports on response times, resolution rates, and customer satisfaction. With this information, IT managers can implement strategies to enhance the IT support experience, benefiting the entire organization.

An IT ticketing system for small business will empower IT teams to provide top-notch support, enhance productivity, and drive business success. By streamlining IT operations, the ticketing system enables businesses to maintain a robust and reliable IT infrastructure, ensuring that technology remains an enabler of growth rather than a hindrance. As small businesses expand, the IT ticketing system can easily scale to meet the growing demands, making it an indispensable tool for sustained success.

Revolutionizing Customer Support with an SMS Ticketing System

In today’s digital age, customer support must adapt to the preferences of tech-savvy customers. An SMS ticketing system revolutionizes customer support by offering a convenient and connected approach to communication.

With SMS ticketing systems, customers can initiate tickets through simple text messages, making it easy for them to engage with your business. This streamlined communication channel enhances customer satisfaction by providing a quick and accessible way to seek assistance. Whether customers are on the go or prefer a non-intrusive communication method, SMS ticketing systems cater to their needs.

Agents also benefit from the SMS ticketing system, as they can view and manage tickets directly from their dashboard, providing real-time updates and prompt responses. The user-friendly interface allows agents to efficiently address customer inquiries, ensuring transparent and timely communication. Moreover, automated responses and customizable templates enable agents to easily handle common inquiries, freeing up valuable time for more complex cases.

An SMS ticketing system empowers businesses to deliver proactive support, allowing agents to send immediate responses to customer inquiries, acknowledging their concerns, and instilling confidence in your brand. Quickly acknowledging customer queries can prevent frustrations and demonstrate that their concerns are being addressed promptly.

Beyond convenience, SMS ticketing systems contribute to a connected customer experience. The system integrates seamlessly with other customer support channels, ensuring a unified approach to communication. Customers can easily transition from SMS to email or phone support without losing the context of their inquiries, creating a consistent and personalized experience.

Incorporating SMS ticketing systems into your business can increase customer loyalty, improve efficiency, and enhance customer experiences. By leveraging the power of SMS ticketing systems, businesses of all sizes can tackle the challenge of managing customer interactions effectively and build a strong foundation for success. Contact LiveVox about the benefits of SMS ticketing systems today, and watch your business thrive in the connected world of customer support.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact center’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower their managers, and enhance their system orchestration capabilities. Everything needed to deliver game-changing results can be seamlessly integrated and configured to maximize your success: Omnichannel Communications, AI, a Contact Center CRM, and Workforce Engagement Management tools.

For more than 20 years, clients of all sizes and industries have trusted LiveVox’s scalable and reliable cloud platform to power billions of omnichannel interactions every year. LiveVox is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

To stay up to date with everything LiveVox, follow us @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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