How to improve service ticket management? 5 tips
Understand what service ticket management is and learn what to do to have efficient support that brings the expected benefits.
Companies grow, new customers arrive and, as a result, the support team receives more calls and must answer them. To this end, the service ticket management it needs to be well structured and have well-defined processes that are easy to execute.
In the last edition of the report CX Trends from Zendesk, 60% of the interviewees stated that being able to solve their problem quickly is the main factor in considering their experience with a company to be positive.
This success is associated with the creation of consistent and direct ticket management processes, because the greater the agility of the service, the more satisfied the customers leave.
Do you want to better understand how to improve service ticket management in your company? Keep reading this article and learn how to organize the calls received by support.
Have a good read!
What is ticket management?
Ticket management is the process that defines how all tickets, i.e. support requests that arrive at a company's service, will be organized.
With the evolution of technology, tickets are no longer managed manually, which made the service slower and even less accurate.
If technology made work easier, on the other hand, the profile of New digital consumer requires that the mix of service channels offered be integrated, which facilitates not only the contact of consumers, but also the organization of the team.
Once the process has been defined and which ticket control tools will be used, a company is able to plan a structure that meets current demand and that is scalable.
Thus, as the volume of requests increases with the company's growth, the system does not need to be rethought from scratch. It is improved and gains new people, different sectors, etc.
How to improve service ticket management?
When we talk about improving service ticket management, it is important to think about what the company already has and how and where it is possible to evolve.
To help you analyze your business, we have put together some tips for managing service tickets efficiently. Check it out!
1. Implement ticket management software
The first step to improving processes is implement ticket management software. This type of tool brings together in a single program several essential functions to digitize support work, such as:
- history of customer data and interactions;
- real-time ticket monitoring;
- integration of service channels;
- individual performance of each attendant;
- performance reports, among other functions.
These features help streamline ticket management, quickly directing them to free attendants and helping to segment calls.
There are several software options on the market, you can start with a basic version and upgrade as management complexity increases.
See a comparison between three well-known companies in the market in the article 'Front App vs Zendesk vs Intercom: which is the best help desk? '.
2. Review the service flow
Software will be useful for managing service tickets if the workflow is defined correctly to be executed within the system.
Upon receiving a call, the attendant needs to quickly identify the customer's demand and find the right answer to be given.
So, reevaluate or Build the knowledge base so that the ticket management processes related to each area/subject are defined objectively.
In this process, it is also important to establish How will the service be staggered moving from basic (N1) to intermediate (N2) to advanced (N3) — this last level enters the flow of companies that provide face-to-face support.
3. Define how the tickets will be divided
Another tip to improve service ticket management is Organize how they will be divided. This is useful because it helps the attendants to know, for example, the urgency of a call, especially those where the customer is requesting an update.
Another way to categorize tickets is to divide tickets by type of demand, such as questions, complaints, and cancellations. Ticket severity (low, medium, or high) can be added as a subcategory to make management even more effective.
All of this can be configured within software to make it easier to track tickets and evaluate the results after they are completed.
Also read: 5 service quality indicators to accompany.
4. Train staff to use the system
For ticket management tools to be well used, they need qualified people behind them. Train the team in the use of the system it is essential for processes to be executed correctly.
Do training sessions with the initial steps on the software such as where to find each information, how the flow will be executed, etc. As new features are added, do refresher training.
5. Analyze management results
Automating the management of service tickets is much easier analyze the results that are being achieved through work.
Close monitoring helps to identify bottlenecks in the processes, to know how satisfied customers are and the quality of the support provided.
The data to calculate the service indicators they are also collected more easily, helping to carry out a more accurate analysis of the work.
What is the importance of ticket management processes?
A service ticket management process is important because it establishes clear guidelines for the execution of the work, allowing the attendants to have all the necessary tools and to know the results of their efforts.
In addition, ticket management provides other benefits for companies, such as:
- Compliance with Service SLA;
- evolution of support service standards;
- improved team productivity;
- more quality for customer service.
Does your company need to improve service ticket management? We have the right solution for you.
A Cloud Humans can help your company optimize service processes and those related to the customer experience. Thus, your team is able to provide a humanized, fast and assertive service.
Talk to our experts who are available to present our solution and show how much it can help you achieve your business objectives.