Customer support agents can work together and resolve customer issues through a ticketing system

New Ideas in MarketingEssential news for marketers, summarised by YouGov
March 13, 2020, 1:55 PM UTC

A ticketing system can increase transparency and provide agents access to all the customer enquiries.

Implementing a help desk ticketing system can help customer support agents effectively collaborate and work together to resolve customer issues. The shared inboxes, edit options and admin roles available in a ticketing system can help agents collaborate and streamline the support process.

An omnichannel ticket management system further allows support agents to access customer queries at a central location and resolve all critical problems. This article states employees can prioritise tickets as High, Low or Normal according to their urgency through an efficient ticketing system.

The help desk ticketing system can also help brands monitor their employee performance and analyse real-time productivity. Companies can effectively evaluate their customer support agent’s performance and take any corrective improvements if required.

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