Deliver Fast, Smart and Personal Customer Support with Best Ticketing System
What is a Ticketing System?
Ticketing system or support ticket system automates the management of customer interactions from all the channels. The ticketing software helps the customer service executives to store and work on the tickets in an efficient manner. A good help desk ticketing system unlike others, not just brings in conversations from multiple channels – email, social, phone, chat but, also maintains the context of the conversation in a unified manner which makes customer support seamless and effective.
Why Do You Need A Ticketing System?
Manage multi-channel interactions
With a help desk ticketing system, offer omnichannel customer support by managing conversation from multiple channels such as email, voice, social media or web-chat.
Automation to increase efficiency
A ticketing system makes it all easy. Whether it’s creating a new ticket or merging them, a ticketing system lets you do all that and more. Automate mundane, routine activities to free up the workforce to focus on urgent matters.
Empower customers with Self-service
A good support ticketing system is inclusive of but not limited to a knowledge management system. A knowledge base with all the relevant documents, manuals and FAQs lets the customers find answers to routine queries on their own and filtering the mundane issues to improve productivity.
Measure and Monitor your Performance
Get access to comprehensive reports to measure the performance of agents as well as the overall operations. A ticketing software with live monitoring helps to track the functioning and enable the decision makers to take real-time yet informed decisions.
Expanding Customer Support Capability
An efficient ticketing software integrates with various CRMs – in-house or third party to ensure easy access to information for the agents. Also, with all the relevant customer information, the agents are in a much better position to have contextual conversations and resolve the problem in record time.
Creating Brand Promoters
When your customer support process is smooth and easy to access, it makes for happy customers. And, when the customers are happy they spread the word and encourage others to use your product/service. All this is made possible with the right ticketing system in place.
Check out All the Ticketing Features that Ameyo Offers
Ticketing System to Track, Prioritize, and Solve your customer interactions with ease.
Automate Ticket Assignment
Create workflows by setting business rules to automate ticket assignment. Ameyo ticketing system allows you to filter and assign the tickets to the right agent based on their level of expertise. For example, one query comes in for late delivery and other for a defective product. Both will be assigned to separate agents based on their capabilities.
Have In-Context Conversations
Associate interactions about an issue from any channel with a ticket. For instance, a customer emails you regarding late delivery. Then, the same customer calls your support agent about the same issue. You get to map both these interactions to the same customer (account).
Manage Omnichannel Tickets with Ease
Create customer support tickets via multiple interaction channels such as live chat, social media, email, to name a few. The agents get a unified view of all your tickets irrespective of the channels through which they arrive.
Never miss Deadline with SLA Management
Standardize your customer support process by setting the service level agreements. Notify your agents when an SLA is about to be breached and alert the manager in case of an escalation. With Ameyo ticketing system, view the SLA status and set the criteria for each SLA to streamline the ticket management operations.
Dynamic Ticket Prioritization
Choose which tickets should the agents first work on. Automate ticket prioritization based on the heat map created on the basis of certain parameters like time to SLA breach, a number of not replied messages, sentiment analysis, change in ticket status or rule engine setting.
Co-exist with Different CRMs
Seamlessly integrate with third-party CRMs to get real-time information. Ameyo helpdesk ticketing system integrates with all the major CRMs along with other systems such as email marketing tools or lead management software, enabling the agents to be well-informed while dealing with customers and eliminating the need for them to repeat themselves.
” In more than 6 years of our association with Ameyo, it has helped in significantly improving our customer success and engagement rates.”
KRISHNENJIT ROY
VP-TECHNOLOGY, BANKBAZAAR