Ticketing System Evolution
At SimpSocial, we think that fundamental changes are occurring in customer service, and we’re developing a solution that fits the framework of contemporary assistance.
In order to adapt to a world where every firm is an Internet business, it is necessary to rethink how things have always been done and reshape well-known support tools. Taking a fresh look at the well-established ticketing system is exactly what we sought to do with our new ticket offering.
What do tickets mean?
Every customer support encounter, whether it occurs over chat, email, or another channel, is recorded in a ticketing system. The system assigns an identification number to the encounter, provides the client with that ticket ID, and tracks the ticket as it moves through the back-end resolution process, which may include several teams.
Our philosophy for the ticketing system has changed.
We have always favored messaging over other forms of communication. The most individualized and effective customer support tool available is created by SimpSocial’s Messenger and Inbox and can handle any kind of question, no matter how simple or difficult.
We used to believe that ticketing systems could handle sophisticated inquiries and that we didn’t require a different system to do so. Customers might be supported directly and effectively using services like our Messenger, Resolution Bot, and Inbox.
While our Messenger and Inbox can handle complex questions, we realized that tickets are unique since they reflect customer demands.
As time passed, we realized that there was something that our clients were not receiving. Despite the fact that sophisticated queries may be handled by Messenger and Inbox, we started to recognize that tickets are something different because they are client requests.
Why are tickets necessary?
A query and a request are essentially distinct from one another since a question involves the client asking a company for information, which can be accomplished immediately. A request calls on the company to leave its current work and assist the customer. Although our Messenger and Inbox could readily handle more complex requests, we had been considering ticketing as a way to do so. However, the issue wasn’t at all about complexity. Tickets serve a fundamentally different purpose; they give customers and businesses a method to track the “behind-the-scenes” work that must be completed in order to fulfill a customer’s request.
We came to the conclusion that our customers needed tickets to “help us gather the information we need to handle a customer’s request asynchronously, keep track of all those requests internally, and give our customers a way to follow up while they are waiting” after having numerous conversations with customers, our teammates, and other customer service experts.
How to build a ticketing system with SimpSocial
To handle client requests, we recognized we needed a ticketing system, but we were determined to design it the SimpSocial way. We weren’t ready to use the normal ticket format, which involves filling out a form to create an email receipt. We wanted to make using tickets personal, conversational, relevant, and enjoyable for consumers, as we do with everything else at SimpSocial.
We went back and started thinking about this issue from scratch. The word “ticket” is derived from the physical world, where, for instance, you would take your dress to the dry cleaners, have a private conversation with the shop owner, and they would hang up your dress with a ticket attached so they could identify and keep track of it as it moved through the cleaning process at the back of the shop. You are given a counterfoil of the ticket so you can check the status of the dress’s progress over the phone or in the store and eventually pick it up when it is finished.
“We think that the personal experience went backward when tickets were converted to digital form and delivered via email-based helpdesks.”
We think that personal experience took a step back and missed possibilities to create a better customer experience when tickets became digital, supplied through email-based helpdesks:
Talking to the merchant in person preserved that human, personal touch, which was destroyed by email tickets and web forms.
Web ticketing systems were unable to benefit from the advantages of the internet. Email helpdesks address the issue fundamentally, but they are not smart or linked, and therefore have little impact on improving the customer experience at an internet scale.
So we questioned ourselves, what would a ticketing system look like if we were to carry out SimpSocial’s aim of making online business human at scale? We concentrated on three essential characteristics of a modern ticketing system:
By utilizing texting and chat, it should maintain the human, conversational, and intimate touch of the store assistant.
Being relevant to the service, order, or account that it refers to should make it simpler to trace and resolve the request for the company and the client.
Wherever possible, it should make an effort to resolve the customer’s request automatically.
restoring interpersonal, dialogue customer encounters
Old method: Email is used to submit requests, and an impersonal, automated response is sent to the customer.
The customer initiates a messenger discussion with a teammate using SimpSocial. The conversation switches from real-time chat to asynchronous communication when a customer makes a request that the support agent cannot handle in real time. Instead, the support agent creates a ticket on the customer’s behalf and assigns it to a specialist team.
Contextualizing it with respect to the service, order, or account it refers to
Old method: Customer support teams communicate with them asynchronously via email to obtain all the data required to react to their request.
The method used by SimpSocial is as follows: Requests are sent at the conclusion of a bot path within Messenger that compiles the necessary data in advance, so the agent is prepared to begin working on the request as soon as it reaches the Inbox. Customers can then use the messenger to track and follow up on their requests in relation to the goods or services they are requesting.
Automating the customer’s request’s resolution
Old method: Each request is placed in the backlog of an agent, who handles them one at a time.
The method used by SimpSocial: A bot decides whether a customer’s request can be resolved automatically, in real-time, without the involvement of a person. By connecting to external data and systems, the bot promptly responds to the request, improving the customer experience while saving the company time and money.
Our approach to ticketing is continually developing.
We’re quite pleased with the product we’ve created and the ways it will enable our clients to deliver a top-notch user experience, but we’re not quite done. We intend to improve our ticketing system even further in order to:
Allow agents and bots to handle more queries more quickly.
Stop end users from asking agents about their tickets incessantly.
Automate proactive status update communication.
Give your consumers a place to check the status of their requests inside the product.
We’re eager to keep working to develop the best next-generation ticketing system that can grow while responding personally and contextually to client demands.
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