Want me to let you in on a客户服务secret?
当代表告诉您他们会调查您的案件并与您联系时，大多数人都不会急于专家解决您的问题。
Rather, they're probably taking another customer's phone call. Don't take it personally though, there's a method to this madness.
The rep is probably using an自动售票系统。因此，虽然代表正在听下一个客户的问题，但他们同时挑选专家以查看您的案例。
Then, when the specialist has a solution, the rep can relay that information to the customer via their original ticket.
贵公司继续发展和bob全站app扩大其customer base, your help desk may be ready to adopt a ticketing system (keep in mind that some help desk solutions, likeHubSpot，包括票务）。
Ticketing systems help customer service teams better prioritize their assignments so they can create more enjoyable customer experiences.
How does a ticketing system work?
A ticketing system works by first creating a document, or "ticket," that records the interactions on a support or service case.
The ticket is shared between both the rep and the customer and logs their communication to one continuous thread. Both parties can refer back to the thread at any point in time.
一旦创建了票,代表可以工作the issue on their end. When they have updates or a resolution, they can alert the customer via the ticket. If the customer has any questions in the meantime, they too can use the ticket to communicate with the customer service rep.
The ticketing system then alerts the rep that there has been a response logged on the ticket, and the rep can address it immediately.
When the issue has finally been resolved, either the rep or the customer can close the ticket.
Tickets can be reopened though if either party has any additional follow-up questions or requests. Instead of having to create a brand-new ticket with a different rep, the customer has access to the same person that they worked with before and can continue where they left off.
Some ticketing systems even include built-in客户的反馈意见tools likeNPS®可以收集customer reviewsevery time a ticket is closed.
Benefits of Adopting a Ticketing System
The more customers that you have interacting with your business, the higher the volume ofcustomer support和服务案例。
Unless you hire more customer service reps to match the rising demand, this uptick puts more pressure on your team to multi-task and resolve problems simultaneously. Adding a ticketing system to your帮助台is a great way to overcome this roadblock as it provides scalable solutions for your customer service reps.
以下是成长中的公司应该考虑为其客户服务和支持团队采用票务系统的一些主要原因。
1.改进的组织
票务系统提供的最明显好处是它可以组织和对整个客户服务部门的大量支持案例进行分类。这种类型的组织也可能被称为问题跟踪。
Problem Tracking
With problem tracking and a ticketing system's organizational capabilities, reps can easily manage multiple cases at once. That's because each ticket is labeled and can be prioritized by its urgency — this comes in handy when dealing with critical situations where customers are filing a high volume of tickets regarding a specific issue.
票务系统可帮助您识别和细分这些案例，以便指定的工作组可以批量迅速解决。
2.集中数据
Another benefit of the ticketing system is the centralization of information. The tickets are all stored in one software that can be searched and referenced for future cases.
Not only does that help with customer service analytics, but reps can also use it to look up past cases that may have a solution related to their present problem.
2. Easy Communication
If your company is offering an全渠道支持经验, then a ticketing system can help your team consolidate communication into one thread.
好处omnichannel supportis that customers can access your customer service teams using a variety of different communication channels. Meanwhile, the downside is that customers may not consistently use the same channel when troubleshooting an individual support or service issue.
They may start by tweeting at your team and then call for an update, all while expecting you to email them for the follow-up. This can make communication confusing especially for reps who deal with over 20 customers a day.
票务系统通过将所有通信转移到一个单独的线程来消除此问题。无论客户使用哪种介质，互动始终都记录到同一位置。
Even if the customer ends up working with a different rep, that communication can be transferred over to the original ticket. By consolidating information to one thread, your customer service team will be less likely to miss important details that may lead to a faster resolution.
3. Accessibility
由于沟通仅限于一个共享位置，票务系统使客户和客户服务代表都可以轻松地相互通信。客户可以通过电子邮件收件箱快速访问机票，并直接向处理案件的代表发送问题。
This gives the customer a sense of empowerment as they feel they have a direct line to their customer service rep, rather than a generic support inbox.
The accessibility factor also benefits the rep because it puts less pressure on them to quickly resolve cases.
Since customers don't have access to their personal email addresses, reps can work at their own pace without being bombarded by messages from impatient customers.
Reps can also set communication expectations when creating the ticket so that customers know what to expect moving forward. This gives some power to the customer service team because it allows reps to dictate the pace of communication on their support tickets.
Providing that type of transparency to the customer creates a more trustworthy experience and improvescustomer satisfaction。
现在您知道了什么是票务系统以及如何改善客户体验, you may be eager to explore potential options.
In the next section, we listed some of the best ticketing system software that we would recommend adopting for your customer service team.
8个票务系统示例
如前所述，票务系统通常是作为特色的部分帮助台software.
在寻找公司的票务系统时，重要的是要考虑您的bob全站app客户的需求as well as your employee's workflow.
Here are five ticketing systems that we believe will meet the demands of most customer service teams.
1.HubSpot Free Help Desk and Ticketing Software
价格：免费
关键好处
HubSpot records, organizes, and tracks tickets all in one dashboard. Your team can see the status of the ticket, where it stands in your queue, and how long it's taking to resolve the ticket.
The ticket is also synced to the customer's record in theCRM以便代表可以查看客户与公司的过去交往。bob全站app易于获得的定量数据和定性数据的组合为代表提供了更多的机会improve the customer experience。
HubSpot's ServiceHub tools can also benefit客户服务managers因为他们使用诸如代理响应时间和票务量之类的指标来有效管理客户需求。
A manager can analyze this data, then coach their team on topics where they may need improvement. They can also relay these common roadblocks to the product development team who can take these cases into consideration when creating new products.
2.HappyFox
价格:$29/month
关键好处
HappyFox is an automated help desk and ticketing system. The ticketing feature includes pre-fill ticket properties that make it easier for reps to create and assign tickets.
The tool also includes ticket templates that can be shared with reps across the entire team. This helps your team create a uniform layout for all of your tickets thus creating consistent branding for your customer service team.
3.LiveAgent
价格:$9/month
关键好处
LiveAgent's software automatically turns all of your communications with your customers into tickets. Then, it organizes and transfers the tickets to the appropriate employee or shared inbox.
这有助于代表简化客户服务以外的其他部门的信息。Liveagent的奉献还包括论坛，知识库, and FAQ tools meant to supplement the ticketing system.
4.Front
价格:$15/month
Front的目标是将您的整个客户服务部门与可以在整个团队中共享的服务台软件联系起来。bob电竞官方下载Front的票务系统包括共享的支持收件箱，该公司可以通过公司的任何员工查看。bob全站app
Shared inboxes use an individual email address to collect service requests into one central inbox. Individuals can then assign a ticket to themselves and respond to it from their personal email address.
Front also offers a shared drafts tool where employees can help each other with service and support cases. Responses to customer emails can be shared with the entire team, and teammates can provide comments to each other using a tagging feature. This makes it much easier for customer service reps to collaborate on complicated issues in real-time.
5.Azuredesk
价格:$9/month
关键好处
Azuredesk之所以独特，是因为其票务系统支持无限数量的电子邮件地址。用户可以根据需要连接尽可能多的电子邮件，使您可以轻松地包括整个客户服务团队。
Azuredeskalso makes it easier to integrate other support apps like JIRA and Slack into their ticket system because they provide a flexible API structure that's supportive of most customer service integrations.
6.Help Scout
价格:$25/month
关键好处
Help Scout is a customer support platform with a range of features meant for helping reps provide delightful customer experiences. The software comes with tools for email, live chat, help center, proactive messages, and conversations. (Rather than using the term "ticket," HelpScout uses the term "conversation.")
All conversations — which are organized in a shared inbox that all support reps have access to — are stored on the customer's profile. This is also where their contact details, website activity, and purchase history are saved. As a result, reps will be able to customize support and provide it more efficiently.
7.Zendesk
价格:$49/month
关键好处
Zendesk的可自定义客户支持台软件带有触发器和自动化。bob电竞官方下载代表可以创建宏，因此他们能够快速回应经常出现的客户查询。
There are dashboard views every rep can personalize for themselves so they're able to see tickets in queue, ticket status, and more. You can pair your Zendesk software with any of their 500+ integrations and apps to increase functionality.
8.Freshdesk
价格：免费
关键好处
Freshdesk’s SaaS-based ticketing system allows reps to customize ticket views. This way, they can set up filters based on ticket properties — such as ticket priority, ticket status, and ticket type — to help prioritize and efficiently resolve customer requests.
代表还可以自动化任务，例如路由，更新票务状态和后续通信。根据客户的位置，语言或电子邮件主题行，将这些自动化任务量身定制为收件人的收件人。
Find the Right Ticketing System For Your CS Team and Customers
By finding the right ticketing system for your customer service and support team and your customers, you'll increase productivity among reps and give them the resources they need to more effectively serve customers. As a result, you'll increase delight and loyalty among your customers.
编者注：该帖子最初于2019年2月发表，并已更新以进行全面性。
Originally published Jan 21, 2022 8:00:00 AM, updated January 21 2022
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