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SubscribeHandling customer issues is a monumental task that every company faces. With aspects like multichannel support and varied products and services into account, businesses need a streamlined platform to reach customers and address their needs on time.
WhatsApp is an ideal channel in the present market, where you can register, track, and resolve customer complaints. However, if you don’t have a distinct ticketing system set up on WhatsApp, you may find it difficult to keep up with customer expectations.
In this article, we will discuss what the WhatsApp ticketing system entails, why you should use it, and the easy way to set it up for your business.
What is a WhatsApp Ticketing System?
A ticketing system, in general terms, refers to an IT support system that allows companies to manage, track, expedite, and resolve issues efficiently. It may deal with customer queries, internal tech issues, and so on. The ticketing software notes the complaints and assigns them to the relevant staff member.
A modern ticketing system can also carry out small tasks automatically, like providing troubleshooting steps for common issues, to save time and resources. This is similar to how WhatsApp uses a ticketing system.
The WhatsApp ticketing system tool allows sales and customer support teams to register, process, manage, and track customer requests through the WhatsApp platform. It can completely transform how your customer service team works and boost efficiency by a large margin.
WhatsApp tickets let you reach customers on the platform of their convenience. From generic questions about your product to post-sales support, you can manage all customer queries through WhatsApp in a timely and effective manner.
This is one of the many reasons why your business needs to have a WhatsApp ticketing system set up. Let’s discuss this in more detail.
Why Do You Need a WhatsApp Ticketing System?
WhatsApp is currently one of the most popular messaging apps around the world. It is a big possibility that most of your customers use this platform to communicate personally and professionally.
With a WhatsApp Ticketing System in place, you can receive and address customer requests directly via WhatsApp. It allows you to track messages, assign conversations, and gather data on the customers.
Your agent can view customer details, complaint status, conversation history, and other such details in a unified screen within WhatsApp. This makes it easier to follow up on existing issues without having to lay context every time. These details can also be accessed and used if the customer reaches you through a different platform at a later time.
Simply put, WhatsApp centralizes your customer data and ensures you keep updated with customer tickets from multiple platforms as well. In this fast-paced world where customers have no lack of buying options, quick support is essential to boost customer satisfaction and retention. A ticketing system with WhatsApp integration helps you do just that!
Advantages of Using WhatsApp Ticketing Solution
Ticketing solutions have several business benefits, especially for sales and customer support teams. Integrating a ticketing system within WhatsApp can revolutionize your CX aspects. Here’s how!
Organized and Centralized Data
WhatsApp Ticketing System can help you organize a high volume of support cases without manual intervention. Your agents can focus on more critical tasks and work on their assigned cases rather than being overwhelmed by the sheer volume of complaints. It can also categorize and address cases based on urgency and priority.
The tickets are stored on WhatsApp and can be accessed centrally. Records of old conversations are readily available to agents, thus reducing time dedicated to each case and improving customer satisfaction.
Expectation Management
WhatsApp helps agents manage customer expectations by setting the pace for a complaint, outlining the resolution process, and giving an ETA for the solution. This way, customers have a clear idea of how their problem is being handled and do not end up calling or texting your business multiple times.
More Effective Communication Platform
Setting up a ticketing system via WhatsApp is a genius idea for businesses, as customers don’t have to download a different app or visit a specific website to register their queries or issues. They can reach you through their comfort zone, WhatsApp, and chat like they are chatting with a friend.
Even if they don’t use the same communication channel to contact you every time, the ticketing system consolidates the conversation threads through WhatsApp or more. This allows you to carry out more effective communication with your customers with complete context.
No matter what, the customer’s ticket is logged in a central database, which can be tracked and accessed through WhatsApp.
Higher Productivity
The WhatsApp HelpDesk software and its ticketing system are known for boosting productivity in customer support teams. You can deal with queries faster, access customer info from a unified place, and automate basic tasks like sending tickets to the right departments and assigning specific agents for specific types of issues.
This enables you to accomplish more with fewer resources and a shorter period of time. Overall, it saves money for your business as well, which you can delegate to other crucial things.
Better Collaboration
Through a WhatsApp Ticketing System, multiple agents can collaborate to resolve a customer issue. You can manage tickets from your own device, check the conversations assigned to you, and follow up on a ticket that someone else had worked on earlier.
This improves collaboration and optimizes the customer support workflow, even in remote work settings.
Automated Handling of Certain Customer Issues
As discussed earlier, your WhatsApp Ticketing System can automate simple tasks without involving a live agent. You can also recruit chatbots to build an FAQ bank for your customers. This way, chatbots can handle basic queries and tasks quickly.
You can set up FAQs through frequently used keywords and common topics. Automate the chatbot response, include variations of the same issues, and train the bot on how to answer common queries like order tracking and store contact details.
Reporting Capabilities
WhatsApp ticketing systems have reporting capabilities to analyze your business performance and customer satisfaction rates. It can gather insights from metrics such as customer response, average time to handle each issue, conversation volume, first response time, etc.
Using these insights and analytics, you can improve your customer service processes, train agents, and speed up resolution time without a manual review of every conversation across platforms.
Now that you know how a WhatsApp ticketing system can benefit your business, the next step is to set it up.
Setting Up WhatsApp Ticketing System for Your Business
You can set up a WhatsApp ticketing solution for your business with a reliable software platform. All you need to do is connect WhatsApp Business with your ticketing system.
WhatsApp Business has apps for small businesses and an API for large teams. You can use these solutions to improve your customer service through WhatsApp and integrate a ticketing system for all-around benefits.
- To get started with WhatsApp Business, you can download the app and connect your number.
- Then, “Get Started” by creating a Facebook Business account and checking whether your business phone number meets all requirements for a WhatsApp Business API phone number.
- If it does, connect your Facebook account with the number and set up your WhatsApp Business account.
- Enter company details like name, address, and additional information.
- “Continue with Facebook” to list the same information on both platforms.
- Complete the verification process on Facebook under “Security Center.”
- After the verification is successfully completed, you can use the WhatsApp Business API for your company.
- Next, you can log into your ticketing software account and access the WhatsApp channel. JustCall lets you connect with your customers on WhatsApp in a few easy steps.
- Select the JustCall phone number that you have linked with your WhatsApp Business account.
- Complete the registration process from your Meta developer account’s dashboard. Click “Finish,” and you’re ready to start a WhatsApp conversation.
Final Thoughts
You can boost customer retention and revenue through advanced customer support platforms, such as the WhatsApp ticketing system. Adopting this quick and convenient way to communicate with customers will make your business futureproof and help beat your competitors through higher customer satisfaction.
With JustCall, you have the best AI capabilities to handle customer conversations and achieve desired results through automation and quicker resolution. Schedule a demo with us to learn more!
