When a business deals with several customers, there may be several problems arising, especially in cases when a website is used. When call center services deploy the ticketing systems in its work station, it means that the center is allowing different people to report issues. If the visitors to the business website of the clients have any issue or problem, they can click on a certain button and gain access to the site’s help desk by just sending a trouble ticket. The main story lies in how the tickets are handled at the back end, and this is where the efficiency of the call center services lies.
A ticket system is a smart way for a 24 hour answering service to deal with questions from customers or reported issues. If the ticketing system is created around email, there is no way to ensure that the tickets are read by the intended people, or for that matter monitor whether the problem is fixed, as the problem may be frustrating for the customers. When a ticket system is used, it implies that the system has been designed especially for organizing the customer issues as and when they are reported, and then maintains a track of all the fixes that are made, at the same time acting as an issue tracking system.
The help desk form is also used for the 24 hour answering service to enable the customers to fill up with their issues, queries and complaints. The inbound call center agents connect the help desk form with their database and open it up to solve the queries, issues and complaints of the customers. The ticket is actually dealt with someone who has the expertise and specialization to offer services in that field.
All solutions that are offered by the inbound call center agents are monitored on the ticket file, and after the problem is solved, the reporter is notified of the solution. This activity lets the inbound call center tell the customers that their problems and issues have been addressed to and also enables the tech team and 24 hour answering service management keep track of how well the problems were handled.
Email is not considered to be an efficient vehicle for trouble ticket management, however, it may be said that email is an excellent way for communication with the agents at the center and the clients. Many people have help desk support email addresses related to their companies and businesses, and a ticket management system does not require this setup to be changed.
Many call center services provide email to ticket integration which extracts emails from the support addresses that is chosen by the customers and then converted to tickets for customers. After the problem gets fixed, the same email address is utilized for sending notes to the reporting individual. A ticket management system is a more convenient option than contact forms like email. It must be noted that each resolved tickets can be searched; when a similar ticket arrives, the 24 hour answering service can pull up the previous issues and their solutions for ease and fast operations.
Source by Benjamin