Did you know online ticketing systems now do a lot more for businesses than just managing bookings? Recording all the interactions that occur between customers and agents of a business presented many new ways to leverage the data. It’s this information that can provide businesses with market intel for example. Learning more about customers requirements, and needs as well as feedback on products, and services help management identify and navigate operational challenges to remain relevant with consumers and also competitive.
The starting point can be as easy as installing a WordPress booking plugin and while they are said to hog server resources their potential benefits are worth it.
6 Ways To Leverage Online Ticketing Systems
Here are our six key benefits of leveraging online ticketing systems.
Identify Which Queries Are Urgent And Which Are Not
If you’ve been in the business industry for a long time, you’re surely aware of what specific queries are more urgent than others. For example, between the query of a customer who wants to get a product replacement and a prospect who wants to know about product pricing, it’s obvious which of the two you need to prioritize. Unfortunately, if your company receives high volumes of queries, this type of menial task can be pretty hectic. With an online ticketing system, however, it should be manageable. It’s specially made easy as many of these systems have built-in features that prioritize queries according to their difficulty and requirement.
Track Valuable Metrics And KPIs On Customer Service
Measuring the efficiency of your customer service efforts is one of the essential steps to ensuring the success of your business. If you want to make sure you’re doing a great job of catering to your customers, you can do so by tracking appropriate metrics and key performance indicators (KPIs). To keep up with the metrics, you need to have some sort of tracking tool. Fortunately, online ticketing systems are programs that have a tracking feature.
Here are a few examples of customer service metrics and KPIs and their respective definitions:
Churn rate represents the ratio of the total number of your customers to the number of customers that have stopped doing business with your organization.
This metric reflects the number of new clients that were referred by existing customers.
Customer Lifetime Value
The total amount of money a customer has spent with your business.
The ticket backlog metric represents the number of unanswered tickets over a period of time.
Drastically Improve Agent Productivity And Efficiency
When responding to a customer query or concern, there are several tasks you’d have to do before, during, and after the interaction. Examples of these include the following:
- Sending a reminder to customers when an agent answers their query
- Saving the customer query into the database
- Responding to a customer right after they send their query
These tasks may not be as complex as resolving issues like accommodating customer requests, but they would take a lot of time if done a hundred times a day. Lucky for you, however, one of the main features of OTS is automation, which allows you to perform tasks, usually menial jobs, without requiring input from agents. With this feature, you can very easily improve your agents’ efficiency and productivity.
Enable Self-Service By Incorporating A Knowledge Base
As stated, whenever you complete interaction with the help of an online ticketing system, the details about the interaction will be recorded on the database. While there are several ways to take advantage of the information you gained, one of the best ways to use these data is to collate and turn them into a knowledge base or FAQ page. With a knowledge base, you’re giving your customers the option to seek the answers to their questions themselves rather than contacting your representatives for queries. In fact, many consumers are said to prefer self-service over speaking with an agent.
Upgrade Your Existing CRM Software
Customer relationship management (CRM) software is a platform that would allow you to manage your relationship and interactions with your existing as well as potential customers. It’s one of the many systems business owners consider a must-have for an organization. But as powerful as it may be, general-purpose CRM software is not the complete solution for customer service purposes. For this, you’ll need to at least incorporate an online ticketing system with the software, which is the perfect upgrade for a CRM platform.
Organize Customer Interactions With Tickets
It’s easy to get lost in the massive number of tickets you receive every day, especially if you’re using several channels to receive customer queries. For instance, if you have a contact page on your website and one on your social media page, you may confuse one ticket with another. This can lead to several issues, which may reduce customer satisfaction. However, an online ticketing system should be able to consolidate all customer interactions for you, which means all tickets will be stored in one place, making it easier to access them later on. Moreover, even if the customer switches to another agent, it should be possible to store all communications with that particular customer into one ticket.
While it costs a bit of money and a lot of time and effort to set up an online ticketing system, the payoff is most certainly worth it. Not only can you help your employees by making things easier for them, but it’s also an excellent way to improve your customers’ experience. With these two components, it’s not a surprise if the implementation of the system in your business would considerably improve your sales.