July 26, 2023
Typically, a support ticket serves as a means of recording the communication between a customer and a support agent. In other words, the system creates a ticket and gives access to both the customer and the support agent when the customer submits a question or problem that needs fixing.
At SimpSocial, we’ve defined this phrase in a more complex way. For us, support tickets handle customer requests—not inquiries. With the aid of tools like a messenger, chat bot, or automated series, an enquiry is the result of a customer asking a company for information.
The firm frequently needs time to respond to a request in the interim. This is mostly due to the fact that customer support teams frequently need to consult with experts from different teams to resolve these requests. To us, these requests should be the main focus of a contemporary and effective support ticket system.
Customers who want to submit a request to a brand often receive an automatically generated email that acknowledges receipt and estimates when they might anticipate a response. The system assigns each request a numbered ticket to track its resolution as it moves through the internal process, often involving multiple teams. The customer and the company then maintain asynchronous communication by email.
In contrast to the standard, we at SimpSocial wanted our support ticket process to be more intimate, conversational, and contextual. As a result, we integrated the SimpSocial Messenger with our support ticket system. Customers can continue communicating with the brand through their preferred interface as a result.
As a mechanism to gather all support tickets in one location, support ticket systems have been around up until this point. For example, a support ticket system might compile messages from various channels for customer support teams utilizing an omnichannel support approach.
This enables teams to work together on comparable requests and view all of their interactions with a single customer. Systems for managing support tickets allow teams to prioritize inquiries and requests and enable ticket escalation as necessary.
Many of these similar elements are present in SimpSocial’s strategy, but it goes a step further by centralizing all customer dialogues, whether they are questions or requests, making it even simpler for teams to work together and efficiently manage client requests.
Support ticket routing means sending a ticket to the group most qualified to address it. A customer service agent, automation, or a smart bot that analyzes keywords can prioritize the request and determine the next step.
For brands, this novel approach to support tickets offers a variety of advantages.
When using a typical method for handling support tickets, support staff members email clients asynchronously. This means that it may occasionally take a long time to compile all the data necessary for the brand to adequately address the request and close the case.
Customers can access the Messenger, enter all the information they wish to communicate, then submit the ticket using the SimpSocial method. An automated bot parses the request data and promptly forwards the ticket to the appropriate team. Alternatively, depending on the request, brands can utilize custom objects and actions to automatically execute a request on their account.
When a consumer wants assistance, they frequently first check the FAQs; if they can’t find the solution there, they then contact customer care. Some people will just bypass the FAQ page because they believe they won’t be able to find their answer there. The number of support tickets may unnecessarily rise as a result of this tendency, burdening the staff with inquiries that may be resolved elsewhere.
Customers can submit their query and receive pertinent articles or links based on the keywords in their query using a messenger-first strategy that is somewhat automated. This might save them from ever having to submit a ticket, and even if it doesn’t, the client is already in the perfect spot to do so.
A support ticket system is just one tool among several available to many firms, and it isn’t always compatible with others. At the organizational level, the same is true: customer service teams aren’t often well-equipped to work well with other pertinent areas, including product and marketing.
These gaps can impact all teams. When a support representative waits too long for another team, the team with the answers often receives requests without enough context to respond, while the representative also manages growing customer frustration.
At SimpSocial, we created a support ticket system that automatically routes tickets to the appropriate team based on topic. All pertinent teams can discuss updates, details, or queries concerning the ticket within SimpSocial, and they all have access to the system. Through the centralization of support functions on a single platform, this eliminates the need to switch between tools and lowers expenses.
Customers can come to anticipate the same top-notch experience they enjoy with every other aspect of your business when you have a consolidated support ticket system. For instance, the brand-new smart ticket system from SimpSocial provides self-service options and automatically directs questions to the appropriate team.
Customers can also receive status updates and follow up with more details directly within the Messenger app. Any new details are instantly appended to the initial request, ensuring that customers never have to repeat themselves and that customer support employees don’t waste time on redundant tasks.
Customer assistance is a field that is always changing. Customers’ demands for customisation and quick responses are becoming more and more specialized, and as a result, so too should the tools that brands use to interact with them. Support ticket systems could link internal and external teams in the future, expedite support procedures, and further personalize tickets for each client.
