Ticketing Benefits
Within any organisation the ability to address issues, solve problems and answer inquiries is crucial to not only achieving
but also maintaining the highest level of customer satisfaction,
loyalty and retention, with this in mind WhosOn now offers a centralized ticketing option.
The application significantly improves the productivity and responsiveness of support and service teams by streamlining tasks and improving issue management.
Support and Service team personnel can now effectively track and monitor the status of customer problems raised via multiple communication channels such as live chat, email or via the web and related activities from the moment a request is raised until they are fully resolved, ensuring customer service is of the highest level.
Advanced dynamic resource allocation within the ticketing system automatically assigns the specific customer request to the most relevant agent based on the agent skill set and subject matter ensuring the request is handled in a timely manner and vastly improves first contact resolution.
Benefits
Faster More Convenient Service
Companies can now offer faster and more convenient support to their customers and as a result improve customer retention and loyalty.
The ticketing application will ensure response times are significantly reduced and problems are resolved more quickly.
Customers have the ability to choose their preferred communication option either via live chat, the web or via email, so they
can obtain the support they need in the manner they most prefer.
Improve Information Flow
Centralised ticketing ensures all customer problems are stored in one place for fast easy access enabling support staff to
stay more informed about issues and questions raised and their status to guarantee a proactive and timely response.
The improvements gained in traceability eliminate what may have previously mismanaged or dropped customer issues, in turn improving response rates.
Increase Staff Productivity
Ticketing automates the entire end-to end problem reporting and resolution process to ensure all customer issues are handled
in an efficient and effective manner. The impact on staff productivity is instantly improved by ensuring activities are better
coordinated whilst also removing time consuming manual, redundant processes.
Reduce Support Costs
Increased first contact resolution results in reduced operating costs. Further improvements in internal process and co-ordination of support
requests reduce the volume of errors ultimately saving time and money.
Boost Employee Morale
Any organisation that is able to resolve customer service and support issues quickly by utilising a ticketing system
results in improved customer satisfaction and less end user complaints, this in turn has a positive impact on employee morale
which in turns improves productivity and reduces staff turnover.