A trouble ticket software, as the name suggests, works on the concept of tickets.
The ticketing system works like this:
When your customer contacts your company and a support agent isn't available, a ticket is generated and displayed on the dashboard.
Tickets are automatically assigned to a free support agent
Support agents contact the customer instantly
In case the customer requires assistance for something that requires another department, the support agent splits the ticket into sub tickets
Once the ticket is resolved, it is closed on the dashboard
Trouble ticket software is the best tool for your agents to offer delightful customer service. Not only that, but you can also monitor your agent’s performance and make sure every individual agent provides exceptional customer service.
With the right trouble ticket software, you can also analyze what your agents do wrong when offering customer service. When you know what's wrong, improving the process is easy and convenient.
All in all, with a robust trouble ticket software, you can:
Track individual customer tickets from start to finish
Make sure agents resolve customer issues efficiently and instantly
Ensure agents reduce customer issue resolution time significantly
Accurately resolve customer issues every single time
Offer delightful customer service anytime, anywhere
Help teams come together to resolve customer issues
Bridge gaps between customers and support agents
Reduce customer service costs
Ensure your company is customer-centric and focuses on improving customer retention