Joel E. Berman Accountant

Managing Customer Service with Technology

Do you have a lot of customer service inquiries in your business? If so, it can be a challenge to manage them all. Being responsive with customer service can make all the difference in your company’s success, so it makes sense to take a look at some tools that can streamline the process.

The most common solution to automating customer service inquiries is to implement a ticket management system, which is also called help desk software. Some of the things that are important to consider include:

These days, an inquiry can come from a multitude of places:

That’s a lot of inputs to organize. When they can all be fed into the same system, you have just unified your messaging input and taken a giant step toward organizing all of these moving parts.  A good ticketing system will accomplish this, and the feature you want to ask for is multi-channel accessibility.

Keeping your customer service costs low is another factor, and one way to accomplish that is to help users self-serve and solve their own issues when they can. This requires a robust knowledge base feature. A knowledge base is a set of how-to articles and videos of the most frequently asked customer service questions.

Here are a few very basic topics to consider including in your knowledge base:

A good ticket system will also have the ability to customize the ticket, the customer service agents, the customer records, and the other important parts of the system. For example, you may want to set up your own status items for each ticket.  Open, assigned, active, hold, and complete are typical status types, but you may need another one.

The workflow must also be considered in a ticket system.  How does a typical ticket flow through your business, and can the system replicate that flow.

Other important features of a ticket system include:

A few of the most popular ticket management systems include:

There are literally hundreds of technology options for any size business.

If you want to take your customer service to the next level or just want to get more organized, consider looking into these ticket systems.

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