Is your company overwhelmed by the volume of incoming tickets? We know that dealing with a large number of requests can be challenging, especially when they come through various channels, such as phone, email, and social networks.
But the good news is that there is a simple and effective solution: a ticketing system. With it, you can organize all support requests, optimize the response time, and improve the quality of customer service.
Do you know that moment when a customer needs support and you need to be looking for the person responsible for the sector to solve the problem? This can become a thing of the past with an efficient ticketing system. In addition to facilitating internal communication, a ticketing system can bring numerous benefits to your business.
Are you curious to learn more? So keep reading and find out how a ticketing system can contribute to process improvement and your organization results.
Benefits of a ticketing system
Here are some of the main benefits of a ticketing management system:
Have it all in one place
Centralizing open issues and requests is the solution to the chaos of lost information in email threads or contact forms. In this way, the support team can track all interactions with the user in one place, ensuring more efficiency in service, increasing end-user satisfaction and the reputation of the team inside or outside the organization.
More efficiency of the team
A ticket management system allows your team to work more organized and efficiently, which means less time wasted and more productivity. With the centralized dashboard, teams can prioritize urgent cases and solve complex issues faster. In addition, automation tools reduce the time spent on manual tasks.
Best customer service
With a ticket management system, users can easily register requests and track the progress of their tickets. This means they do not have to wait hours on the phone to get support or send an email that could take days to get answered. And the more people who keep an eye on the dashboard, the more likely it is that someone will start working on the request on the fly.
Better collaboration between teams
Support teams can work together to resolve tickets, ensuring that the user issue is resolved much faster, even if it involves multiple teams or departments. A ticket management system also offers more transparency, allowing the entire team to track the progress of calls, avoiding miscommunication and unnecessary email updates.
KPIs and continuous improvement
The platform allows real-time monitoring of SLA (Service Level Agreement) demands and levels, as well as the record of service history, total time spent on each request and evaluation of customer satisfaction.
Monitoring performance metrics is important to identify critical points in the process and define improvement actions. In addition, having a complete view of the service history allows you to identify trends and patterns of problems within the organization, increasing the quality of deliveries and driving continuous improvement.
The ticketing system is a versatile tool that can be applied in various areas of your business. It can be easily customized and adapted to meet the needs of other areas, such as customer service, human resources, marketing, maintenance, among others.
So, are you already convinced of the benefits of a ticketing system for your company? If you are looking for a complete solution to manage enterprise and IT services, then you need to know SoftExpert ESM.
With this platform, it is possible to integrate service requests, incident and problem management, SLA, knowledge base and change management. Have it all in one place! Do you want to learn more about SoftExpert ESM? Please contact one of our experts who will be happy to present our solution to you.