FAQs
FAQs
A customer ticketing solution is a software application that helps businesses manage customer support requests. It enables businesses to track and resolve customer issues in a timely manner.
Customer ticketing solutions typically include a self-service portal where customers can submit support requests, a knowledge base of articles and FAQs, and a dashboard for agents to view and manage open tickets. Some customer ticketing solutions may also offer SLA management, asset management, and integration with CRM applications.
Many SMEs track, record, and manage support requests through emails and voicemails. They usually have one or two people who handle the requests manually.
But this process can quickly become cumbersome due to increased request volumes, time-sensitive events, or the evolution of business policies. Adding more people to help with the manual system also becomes a challenge because it can’t grow as your business grows.
Phone and email companies eventually offered options that would let you use your voice or type on a computer to talk to them. But those systems still don’t work together very well.
Only with the advent of the internet and new phone technologies did companies start integrating all communication channels. Today, customer ticketing platforms unify all channels under one roof.
Every support request (regardless of its source) is automatically logged and tracked as a ticket. The ticket’s status and interaction history are constantly updated and accessible, and you can access previous communications too. Everything is based on the organization’s specific personnel and policies.
We all like to do business with companies that make us feel good. A survey from 2020 even showed that 86% of customers are willing to pay more for a company with a great customer service experience.
It’s more important than ever to develop great customer experiences. And Zendesk is the technology platform that helps you do this, providing features that improve customer experiences.