Unlike in 2019, if customers are asked today what defines a good technical support experience, 60% respond that it depends on the speed with which their problem is resolved, that is, the figure increased by 11% compared to last year ticketing tool work .
A great advantage of ticketing is that the buyer does not have to repeat information . With this tool, the customer’s time is valued and this helps to increase the feeling of belonging to the company’s community, which will increase the likelihood of continuing to choose the brand.
When it comes to customer service , more than 40% of customers surveyed say wasting time repeating information is one of the most frustrating aspects of a bad customer experience
according to the Zendesk study mentioned above
Also, according to a TARP study , 68% of customers said they leave a company when they feel ignored by customer service agents.
In short, the data shows that customers expect fast but also personalized service. In other words, they want to receive effective service germany telegram data without wasting too much time. Ticketing is the key tool to achieve this goal.
According to Zendesk’s 2021 Customer Experience Trends Report , the average weekly number of support requests has increased by 20% since the start of the COVID-19 pandemic.
Can you imagine how chaotic it would be to respond to, say, 1,000 messages from different places? This is what happens ways to automate your business without a ticketing tool: businesses must manage and respond to queries through each of the channels customers use to request help.
With a ticketing system, on the other hand, agents can see all support requests in one place . From there, they can prioritize problem resolution and route the support ticket to more experienced agents if necessary.
A ticketing tool allows you to quickly identify company incidents, recognize those that are similar and
generate a diagnosis that recognizes the most
This customer management becomes even more efficient when the ticketing software adopts an omnichannel approach. In this case, the company is able to offer a unified experience for the customer and the support aleart news agents, facilitating dialogue and problem resolution.
In fact, organizations that adopt omnichannel have 50% better performance than those that don’t, according to the Zendesk Trends Report we mentioned. The following video explains how this technology works:
By unifying the workspace, the ticketing tool makes it easier to manage incoming requests. You can automate responses to frequently asked questions and assign agents from other levels of support to optimize the flow of support.