To a customer, a support ticket is just a number they can give a support representative to look up their inquiry. To the department handling that inquiry, however, support ticketing is a valuable system for monitoring and tracking every customer service touchpoint. Whether simple or complex, the system a company uses to track tickets can create a seamless customer experience and streamline the department’s operations — or it can let inquiries fall through the cracks, eat up valuable call time, and leave customers feeling like their issues aren’t a priority.
Since poor customer service experiences lose businesses $62 billion each year, getting service right is critical for the success of any company. While great service is never an easy or simple feat, the chances of achieving it increase with a solid ticketing system. Here’s how you can ensure your system helps you wow customers.
What’s the best way to organize your support ticketing system? It depends. There are many software and cloud-based options available, each with its own list of features. They range from simple to incredibly complex, and each is designed to serve a different kind of business. Each falls along the ITIL compliance standards scale, so the first step to organizing your ticketing system is deciding where your company should be on that scale.
The Information Technology Infrastructure Library, or ITIL, is an exhaustive standard for structuring a ticketing system. Designed particularly for IT support, ITIL ensures that all inquiries are handled the same way using prescribed rules for meticulous documentation, moving tickets up the chain, and closing tickets properly.
ITIL governs how many organizations plan and structure their support services, but it isn’t necessarily right for every organization. Small, medium, and non-tech-related businesses may find its rigid protocols and abundance of documentation overkill for their needs, but many enterprise-level organizations and internal IT departments find the system invaluable.
Deciding if ITIL is right for your company is beyond the scope of this article, but doing so will help you choose the best system for your company.