Ticket system for online customer service

Ticket system for online customer service? Here are 7 questions you need the answer to

When you are considering investing in a ticket system for online customer service, it may be difficult to see what the various solutions do, because at first sight the ticket systems offer many of the same features.

For example, it is essential that they can handle emails and help customers on the website. It's also helpful if the ticket system can handle enquiries on social media such as Facebook and has a chat, messenger or chat bot feature.

You should also expect them to have workflows, for example, which can automate internal processes and distribution. And then you need statistics to optimise customer service processes and make informed decisions based on facts.

However, many of the ticket systems differ fundamentally from each other , although, as a first-time buyer, it can be difficult to know which questions you need to ask a potential partner in order to assess whether the solution fits your needs.

Before scheduling meetings to learn about the various online ticket systems, you should start by looking inwards. The best starting point is that you are aware of the needs of your organisation. Some of them, you may have already recognised. Others, you have not yet identified.

In this guide we ask you 7 important questions you need to answer before assessing the market. They can help you realise your needs and requirements. Of course, we will let you know the reason why we think these exact questions are the important ones to ask.

Question #1 – What is the purpose of implementing a new ticket system for online customer service in my customer center?
Why is this question important?

As a customer, you need to know what a ticket system for online customer service should do for you in your business. This means that you need to look at your situation right now and what you want to achieve in the future.

For example, do you wish to:

— work more efficiently?

— keep track of customer data and be GDPR compliant?

—Get a coherent channel strategy?

—Give customers a better experience?

— Target operations in the customer center?

— Get better insight into employee performance?

— Gain insight and a better decision-making basis?

Whatever you want to achieve, you need to work out specific requirements for what you expect the ticket system to do for you in your business at both customer, employee and management levels. Your requirements can act as a checklist when comparing the different ticket systems.

You should be aware that the ticket system you choose must be able to grow with your business in the future, however you also need to be able to grow in the ticket system as your customer center becomes ready to work with things more purposefully.

This means that once you have seen the operation becoming more efficient in the customer center, you may also want to focus on channel strategy, target management, etc., making more demands for the ticket system to meet.

Question #2 – How will we be able to help customers through our website?

Why is this question important?


Should they simply be presented with phone numbers and email addresses so that they can call or write to customer service. Should they help themselves and be presented with a simple FAQ where they can find answers to the most frequently asked questions. Or should customers be presented with a customer service or support page. Here they will have different options and are guided to define their response so that they are led to the right place. You must decide which contact points you want on your website. You also need to decide how you want to help customers when they have a question, for example.

Most ticket systems available offer a simple contact form where you can retrieve a form and choose a subject field. However, you cannot get an intelligent flow between the FAQ and the contact form, which helps to place the customer in the right category.

For the customer, this function is important, for example, when they use the self-service and should be placed in the right category in order to get a correct answer to their question. An intelligent contact flow reduces the risk of the customer leaving the website without having their problem solved.

When things are done intelligently, some visits to the website never develop into enquiries - mainly because customers can help themselves and do not need to contact customer service.

For the agents in the customer center, the enquiries being categorised creates an overview. It facilitates their work when they know what the request is about. And it gives them the right information from the customer to be able to resolve the matter immediately.

In this blog post you can learn more about what 6 system features you need to keep an eye on when your customer center want to provide customers with quick and accurate answers to their online enquiries.

Question #3 – What are my expectations from this partnership?

Why is this question important?

You need to decide whether you want a supplier or a partner.

The supplier provides you with a piece of software that you may have been testing for a few weeks. Whenever you're ready to buy the system, the only thing you need to do is pull out your credit card, and you'll be set.

You have made sure to implement the software according to your own ideas and thoughts about what the setup should be like. Perhaps you have taken inspiration from a few tutorials from the supplier’s knowledge database.

You must then make sure to maintain and develop the ticket system to support your workflows and automated processes. In general, you need to be prepared that you will often be doing it on your own.

In such situations, it is limited what you can develop your ticket system for. To a large extend, it depends on you knowing in which direction you want to go. If you don't, you won't have the slightest chance developing or optimising the ticket system and getting the most out of your investment.

If you need help, make sure that the package you purchased is large enough for you to get help via email, phone or chat. Often you will find that you get in touch with a help department situated in another country in a different time zone and who speaks a different first language.

What to expect from the partner

If you choose a business partner, you can often expect to get a full service package. This means that your team cooperates with a team of experts to ensure that the software is implemented correctly. They will also ensure that the customer center's work processes and workflows are supported, optimised or automated in the best way possible. The experts will also train your employees in the system so that your company gets the most out of it.

The daily maintenance and further development of the ticket system also takes place in close dialogue with the partner, who can advise about in which direction you should go. If your customer center needs help the support is always available.

When you choose to outsource the operations and future development tasks to your partner, you will have a ticket system that is updated with new features. You can also be sure that you will get a software tailored to the needs of your end customers and the development required by the market and legislators.

Question #4 – What automatic workflows and processes come with your ticket system?

Why is this question important?

You may have different reasons for wanting to invest in a ticket system. Often, ​the desire to replace cumbersome manual workflows in Outlook, for example, with automatic processes and workflows is a big part of it.

When looking into the ticket system market, pay attention to what the individual ticket system for online customer calls can offer. Ask about automation, user-based workflows, server-based workflows and automatic processes.

For example, with automatic processes and workflows, the ticket system can:

— Categorise cases and ensure that relevant information is collected;

— Prioritise tasks based on the service objectives;

— Distribute cases to employees with matching skills.

— Follow up on deadlines.

— Send notifications to employees and customers;

— Informing customers on email and on screen on expected processing time.

The automatic processes and workflows that need to be set up depend a lot on the needs of your customer center. With the right automatic processes and workflows configured, you can expect to:

—Increase efficiency

— Freeing up resources

— Reducing the duration of treatment

— Reduce the risk of errors;

—Get a high return on investment.

This is where you need to know your own needs, so that you get a ticket system that is the best one for you.

Question #5 – How can you help us meet the requirements of the GDPR?

Why is this question important?

When the GDPR takes effect in May 2018, the EU imposes more requirements on what your customer center employees must comply to and document when handling personal data.

You must ensure that the ticket system you choose to invest in makes it easy for your customer center to handle the requirements of the EU in the GDPR. It would be a shame to be fined because of some technicalities not being sorted out at the beginning.

You need to have your potential partner show you how their software can ensure that you comply with the GDPR.

For example, you can ask how they make sure your setup is up to date so that you get the declarations of consent you need and keep track of your customers’ data.

Question #6 – What business systems can the ticket system be integrate with?

Why is this question important?

The ticket system is intended to help the customer center’s agents provide customers with quick and correct help. With integrations to, for example, the company’s CRM system or other business systems such as ERP or financial systems, the customer information can be assembled in one place. Integration also ensures that data is automatically exchanged between the ticket system and the various business systems.

This saves agents from having to switch between many different systems to find the correct information for a specific case.

A good rule of thumb is that the more customer information your customer center can gather in one system, the better, as it creates perspective and transparency. This also means that you can reduce waiting time, save resources and help customers get faster treatment.

If you decide to let the ticket system integrate with the Workforce Management system, it will also create some benefits. The obvious one is that you will have the opportunity to make more precise staff planning at both daily, weekly and monthly levels. This will help you not being understaffed or overstaffed to meet the department’s KPIs and to keeps costs down.

Question #7 – What do I get for the price?

Why is this question important?

Many first-time buyers are highly focused on the cost of implementation, license prices and ongoing maintenance. Before getting too caught up in prices, there are some things you need to consider about the software you are interested in.

There are several factors that you should take into account when assessing the price.

What is the quality of the enquiries the ticket system collects? If the quality is poor, you cannot do immediate clarifications, but you'll need more information from the customer or do the detective work yourself. This results in prolonged treatment times.
How effective is the processing of customer enquiries? When you assess the price, you should also look at the cost of processing the enquiries. If treatment time does not decrease, you must include the agents’ wage costs (hourly pay x treatment time x volume) in the calculation.
You can easily get cheap licenses from different suppliers. But if you need more efficiency, immediate clarification, shorter processing time, etc., you need a system that can be set up to do that. Therefore, you must also bear in mind what you want to achieve with your ticket system long term.

And then we're back to question #1 about the purpose of investing in a tickestystem.

I hope that you, with this guide in your hand, feel better dressed to ask the right questions. The goal is to find the ticket system that fits your customer center’s needs perfectly and will be of the most value to your company.

If you need some elaboration or if you need help assessing your company's needs, you are welcome to contact us.

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