How does an automated ticketing system affect your customer satisfaction scores?
The primary goal of modern business management is customer satisfaction. After all, happy customers bring long-term business, increased credibility, and an advantage against the competition. Adopting an automated ticketing system can be the best decision to achieve this goal. An automated ticketing software plays a pivotal role in helping businesses, from managing high volumes of customer support requests to ticketing support in a highly optimized fashion for better customer satisfaction. The benefits of an automated ticket resolution system include automated ticket assignment, internal collaboration, instant alerts, customer and agent feedback surveys, AI-powered reports, and more. All in all, an automated ticketing software supports an end-to-end smooth customer interaction and reduced delays which are otherwise inevitable in a manual management process.
How does an ai ticketing system work?
As an organization grows, it needs a robust and more competent ticketing system support that enables it to be more disciplined and organized. It requires a clear picture of the problem, who is solving it, how much time is going to resolve it, and the hurdles, if any. This is where an AI ticketing system fits in.
With the kind of attention and service that customers and agents expect these days, an automated ticketing system does more than well to create the best experiences for them. An AI ticketing system automates repetitive and time-consuming tasks and links back to a central CRM (customer relationship management) database. As a result, a well-automated ticketing system helps reduce time and effort, fewer resources used, and a strong ROI.
Here’s how an automated ticket resolution typically works:
- A customer submits a ticket, which includes a description of their issue or question.
- The automated ticket resolution system uses natural language processing (NLP) to understand the customer’s request and classify it into a relevant category.
- The system uses machine learning algorithms to analyze the customer’s request and identify potential solutions or answers.
- If the system is able to find a suitable resolution, it sends a response to the customer with the appropriate information or instructions.
- If the system is unable to find a resolution, it may escalate the ticket to a human support agent for further assistance.
Benefits of an automated ticketing system
Though the automated ticketing system sounds overwhelming, it offers scalable benefits. Here are several advantages of this support system. Let’s take a look at some of these benefits:
Ticket management and resolution
One of the most effective benefits of this system is the ability to organize and catalog all incoming support query email. It is especially beneficial for business management having to deal with high volumes of support requests. An AI automated ticketing system can organize, route, and close tickets exceptionally efficiently and with a disciplined process. It assigns the tickets to the most suitable agent in the support team, which increases accountability and faster resolution of a ticket. Whether a customer submits a request via email, chat, or web forms, this automated management system can easily handle each request in time. Moreover, an AI-powered automated ticketing system can handle sudden surges in the number of customer requests seamlessly. On the one hand, it addresses customer requests faster so that customers do not have to wait in queues. On the other hand, it reduces any chances of a backlog, frees the agent from handling regular tickets, and helps the team focus on critical management tasks and software support issues.
Duplication of responses
It’s not uncommon for customers to receive several responses from different agents for one ticket submitted one time. This damages the customer experience. Without such a centralized support and team management system in place, an organization can lose track in time. But with an automated ticket resolution system, it can be avoided because the software alerts the team when a request has been responded to in time. In addition, the internal collaboration enabled is a boon for agents to communicate with each other in the team, tag colleagues, and ask for their support – features that help agents perform best.
A more personalized ticketing experience
Customers appreciate personalization over everything else. Give them the right offer at the right time at the right place, and you’ve got a clincher. But how do you do that? The obvious answer is understanding their behavior and preferences through data and software. An automated ticket resolution system has an enormous appetite for storing and analyzing data over time to provide actionable insights. This valuable data can best help an agent or a support team understand each customer, what they want, and how to best address their complaints through more personalized interaction.
Track performance and reward top performers
An organization can track, measure, and evaluate its support team’s performance through an automated ticketing system or software. This helps in knowing whether the team is moving in the right direction, whether they need more support or training, the challenges they face, who and what needs urgent attention, etc. In addition, tactics like customer ratings are a great way to motivate teams and improve agent performance.
Showing the best-performing agents that their efforts are appreciated and the rest that they have all software support available to grow is a great way to have a positive work culture and a growth-driven team environment.
How does conversational AI help in automated ticket resolution
According to the 2020 Global State of Customer Service Report from Microsoft, 90% of customers value their experience as one of the top priorities in remaining loyal to a brand. 58% of them readily sever ties with the brand in case of poor customer experience. This tells us how much customers like positive interactions with brands. And these numbers are likely going to rise further because we all know how expectations are increasing by the day. Given the speed and time at which customers expect to be heard and seen, chat and voice are fast becoming the mode of choice for communicating with businesses. This is not to say that emails are going away anywhere anytime soon. In comes a conversational AI-powered ticketing system that not only handles the load of tickets and helps resolve them but also helps understand the intent of customers while handling the support issues raised. The software provides a context-based and meaningful interaction that earns happier customers.
Traditional ticketing systems are challenged by incorrect routing and an inability to fit in with existing teams or support infrastructure. In addition, most conventional ticketing systems are difficult to integrate with other company systems and sources of information, which in turn leads to clunky integrations or the need for manual retrieval of information. They are difficult to work with the rising number of channels that customers use to interact with the brands. A conversational AI tool has built-in flexibility to merge with the existing agent software support system. For instance, assist365™ is a low code, no code-driven tool or software that allows non-coders to deploy and use it immediately, in no time. It can interact with whichever channel a customer chooses to interact with a brand.
A conversational AI-powered ticketing system is a step ahead in the realm of customer service. When a customer raises a complaint, the advanced NLP and NLU software system gets the input from the customer and creates tickets.
Some advanced APIs like Gnani’s Conversational AI API can be mapped to send a notification regarding the ticket to a particular support staff member. The AI ticketing can also be assigned based on the priority level set by the support team for a faster and better resolution in time.
An automated AI ticketing system removes the monotony and boredom of repetitive team tasks and creates more space for human agents to address the more critical tasks, innovate and deliver value.
Frequently Asked questions
What are automated ticketing systems?
An automated ticketing system (or help desk) is software that helps your business efficiently receive, manage, and resolve customer support issues in time. The best platforms and software feature powerful automation to tag and route tickets to the right customer service agents to streamline and improve response times.
What is a ticket resolution system in customer service?
A ticketing system is a help desk software program that processes, manages, and tracks customer support issues from submission to resolution.
What is ticket automation?
An automated ticketing system is a management tool that processes and catalogs customer service requests. When a customer initiates a support request, the system automatically creates a “ticket,” also known as a case or issue.