5 Ways Ticketing Systems Are Increasing Customer Retention Rates


An effective help desk ticketing system is used to monitor and track all customer interactions in one database. Including questions, requests, feedback, and complaints. By integrating a functional ticketing system to operate across multiple channels of communication, businesses and support agents are able to streamline the entire customer support process. With the aim of delivering better customer service to increase customer retention. After all, it costs businesses up to five times more to acquire new customers than it does to retain existing ones. A ticketing system provides this in five unique ways.

  1. Automating the ticketing process

  2. Assigning tickets to the right agents

  3. Opening customers communication channels

  4. Creating an omnichannel experience

  5. Monitoring ticketing system performance

What Is a Help Desk Ticketing System?

A ticketing system is a critical feature of any Help Desk Software tool and provides a time-efficient way for support teams to automate, customize, prioritise, and assign their influx of customer requests.

Each ticketing solution is able to convert enquiries, requests, and questions from multiple communication channels into one manageable database. Whether communication comes via email, social media, live chat, text message, or phone call.

With all tickets stored in one manageable system, support teams and agents have greater clarity as to what the problem is and how to solve it. As well as finding solutions within a time scale that customers expect. For instance, most Facebook and Twitter users will expect a response to their query in under 60 minutes.

Moving away from shared inboxes and embracing a help desk ticket system is essential for any business wanting to improve their customer support. Particularly those organizations that are wanting to increase customer retention rates.

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Using a help desk ticketing system to enhance your service and support processes

1. Automating the Ticketing Process

A key factor in improving the overall customer support experience in speed; the speed of identifying tickets, the speed of assigning tickets to agents, and the speed of resolving tickets. This is achieved by automating the entire ticketing process.

Without an automated ticketing system, customer queries would need to be registered manually either through a shared email inbox or with spreadsheets. It’s no secret that this process entails a lot of manual data entry and can be a time-consuming process. But, one of the main features of deploying a ticketing system is its ease-of-automation.

With automated ticketing, support tickets are captured automatically from all communication channels such as email, phone, SMS and social media. This allows your support agents to spend less time entering data and more time resolving problems.

2. Assigning Tickets to the Right Agents

Ticketing systems allow for open tickets to be tagged in order of priority and assigned to the right support agent. Not only does this help agents to determine requests that need to be dealt with first, but it also means particular customer queries are being solved by the most knowledgable support staff. Effectively speeding up the process of resolving a customer’s ticket.

Being able to prioritise tickets on a needs-first basis means customers with the most urgent issues will get their issue resolved with priority support.

Businesses also able to use ticket prioritisation to identify and support their most valuable customers. Such as those that generate a higher level of income for your business.

3. Opening Customers Communication Channels

Not only does a ticketing system help to speed up customer response times, but it also improves a business’s communication process and customer satisfaction rates. Nowadays, when a customer submits a request, they’ll want to know that it’s being dealt with straight away. In fact, 90% of customers say that an ‘immediate’ response is important. In this case, they expect agents to contact them within 10 minutes or less.
Customers expect an immediate response to their tickets
Another way to improve communication support is for support teams to integrate a ticketing system alongside a knowledge base or set of FAQs. This allows support agents to quickly find relevant information and answer queries instantly.

For instance, a customer may be experiencing problems logging into their online account. A support agent will spot this and provide the customer with a link to an article in the knowledge base that explains how to troubleshoot login problems. This enables the customer to solve the issue themselves, without having to wait for an agent to resolve their ticket.

4. Creating an Omnichannel Experience

Omnichannel is proven to be one of the best services for providing a good customer experience. It might sound like a marketing buzzword, but it’s an experience that all support team staff should be aware of. An omnichannel experience is entirely seamless for the customer, no matter which channel they use to contact a business.

For instance, a customer could contact a support agent via phone. This triggers an automated email response, with a ticket number, that is sent directly to the customer. But, after communication with the agent, the customer gets disconnected. This time, they decide to contact a support team member via the business’s live chat feature.

What the customer wants is to be able to continue their previous conversation and pick up where they left off, instead of going through their issue multiple times. In fact, two-thirds of consumers say that repeating themselves to multiple representatives is one of the most frustrating aspects of customer service.

With a ticketing system that is supportive of an omnichannel experience, support agents are able to check the history of an opened ticket and find out all the relevant information. Including the customer’s initial request, their contact details, and what action has been taken so far.

This initiative provides a positive experience for the customer, which is the major driver of customer loyalty for 73% of consumers globally.

5. Monitoring Ticketing System Performance

A robust help desk ticketing system will have built-in monitoring and reporting capabilities that support service level agreements (SLAs). This gives support team managers the information they need to check satisfaction rates, ticket volume, and in which areas support is needed the most.

Based on detailed insights, a supervisor can manage their team effectively and reallocate agents when needed. Thus avoiding ticket backlogs and subsequent complaints.

Conclusion: Enhancing Ticketing Systems With Help Desk Software

A help desk ticket system is deployed to help businesses provide their customers with a better service experience. This, in turn, leads to an increase in customer satisfaction, brand loyalty, and higher customer retention.

Through a ticketing system, support staff can automatically create and categorise customer requests. Allowing the most urgent issues to be dealt with immediately. This brings more organisation to the support process and, as a result, enables agents to become more productive with their time.

Customers will also benefit from an effective ticketing system in several ways, starting with faster response times. Agents can manage enquiries, complaints, and issues no matter which channels a customer uses – all from one centralised dashboard. Meaning no requests go unnoticed and reducing the risk of a ticketing backlog.

The quality of customer support provided by a support team can also be monitored more accurately through reporting functionality. Ticket inflow and SLAs become easier to track and supervisors can reallocate resources where necessary.

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