It is not possible to ignore customer service in today’s service-driven economy. The loyalty of customers to a certain brand now highly depends on the quality of customer service provided. The increasing demand and pressure of good customer service on your sales team can be counter-productive, which can be alleviated via the automatic ticketing system.                                                                                                                                 

Let’s talk some more about it. Meanwhile, why don’t you skim through these informative articles about IoT for smart cities and principle goals of software development team.

What’s Ticketing Automation System

When your customer service team is getting attacked by an onslaught of incoming service requests and incidents, it can become difficult for them to manage things well and satisfy customer. Automatic ticketing system can manage these service requests. Every task is given a ticket by the system and managed throughout its lifecycle. 

Below are some of the common uses of automatic ticketing system.

Routing

Depending upon the predefined rules, the ticketing system can route the service tickets to a certain agent. The rules may depend on variables such as the origin of the service request (email, social media or website), query keywords, history of interaction and many others depending on the app. The ticket can even be routed to a knowledge platform or chatbots for customers.  

Closing

Majority of the service tickets are closed when they are resolved within the defined deadline either by the service agent or the customer. There are also some cases where the ticket stays open for a long period of time. The automatic ticketing system keep the ticket database clean by eliminating tickets according to the set rules. 

Alerts

The life cycle of a service ticket go through many events such as initial submission, interaction between service agent and the customer, status updates of tickets and more. Few of these events need more attention and care in handling than others. That’s why it is important for the agent to be notified timely. 

The alert feature of the automatic system will keep them updated about the milestones and important events. You can customize these alerts depending upon urgency. 

Analytics

Every customer service ticket leaves behind a trail of reports, chat logs, chains of email, status updates etc. This data can be very useful for optimization and improvement of customer service. The ticketing system collects it for you systematically. 

Best Automatic Ticketing Systems

You can find standalone ticketing systems or as a feature built-in within other apps. If you are just getting started with this system then you can give the following software systems a try. 

Salesforce Service Cloud

It is a customizable software with lots of automation features. It offers basic and advanced features at an affordable price. 

ServiceNow Customer Service Management System

The tools that this software offers make it appropriate for various businesses. It comes with both basic features and some unique features which even include predictive intelligence through machine learning and AI. 

Microsoft Dynamic 365 Customer Service

It is a very comprehensive solution for customer service. Its basic features include: queuing, routing, multichannel communication management and a dashboard for case management. 

Conclusion

In todays’ customer-oriented world your customer service team needs to be quick, accurate, and reliable. One way to achieve that is by automating their tasks, which can be easily done by an automatic ticketing system. It can help you provide the high-level service that your loyal customers might be expecting from you.