Managing customer requests can be time-consuming and complex for your customer service team. While ticketing systems alone in themselves are a great way to kick your customer service performance up a notch, you need optimized support ticketing workflows in order to keep your customer success team running like a well-oiled machine. Reduce handling times, increase agent productivity and knock out those customer queries by establishing an automated CS ticketing workflow.
Why does my ticket management system need automated workflow management?
Ticket management systems have serious limitations. Teams can’t see the big picture and it’s difficult to identify recurring bottlenecks or areas for improvement. Workflow management platforms help coordinate tasks and processes inside departments and organizations. An automated support ticketing workflow represents all the steps agents must go through to satisfy a customer request. Efficient workflows enhance productivity, promote stronger collaboration among departments and upgrade the customer experience.
Benefits of customer ticket workflow automation
Save time on routine tasks
If you take a step back and think about it, most of your customer requests are probably recurring. The most common issues have already been handled many times, making automating these workflows a no-brainer. In optimized systems, uncomplicated questions can receive automatic, straightforward answers. Questions that need one-on-one interaction can be referred to professionals. With time, the system can start distinguishing which tasks require humans and which don’t, making the entire experience much more effective and efficient.
Your team’s average ticket resolution time is bound to go down once you make the change. Automated processing of simple questions frees agents to handle the complicated problems so that customers receive more thoughtful responses to their problems without having to wait on an email or in a chat room for hours. When certain problems require more expertise (such as from your IT team), a good support ticket escalation workflow will connect the user to the appropriate contact in a department.
Keep customers satisfied
There is nothing that destroys the customer experience like unmet expectations, long wait times and poor communication. With an automated support ticket workflow, customers can stay updated about the progress of their request without getting frustrated by confusing next steps or having to repeat their request to several representatives. Notification systems can inform the customer that their ticket has been updated and reassure the user that their issue has been addressed and a solution is on the horizon. Timely resolutions decrease those annoying wait times and help customers get their needs taken care of faster.
Enhance business performance
The more streamlined your support ticket workflow is, the more efficient your support agents will be in the long run. Customer support is the background of any operation so the customer experience is a key success factor for your business. Satisfied customers will continue to use your products or services and they will tell their friends. Word of mouth is one of the best vehicles for attracting new clients. Their recommendations can give your organization the fuel it needs to continue to grow.
You might not need to hire more CS agents when your ticket processing times are reduced. In fact, you might find agent turnover (one of the costliest customer success items) is also reduced as agents feel more supported and empowered once you establish a better ticketing workflow. Your overall cost per ticket? That’s going to decrease, too.
Decrease support volume
Since AI is stepping up to the plate to route your tickets intelligently, your support teams will have fewer tickets to handle. Fewer tickets mean fewer cases of escalations and fewer escalations mean fewer possible service level agreement breaches.
Enjoy error-free processes
Human error is reduced when humans are less involved in some of the more mundane, trivial customer issues. Streamline and orchestrate all your repetitive tasks at once and protect requests from duplicate efforts and unsightly crossfire.
Establish totally compliant processes
With all rules set and followed due to automation rules, your processes won’t deviate from the guidelines. Your team will have outlined service SOPs to guarantee that agents understand what is expected of them at every stage so they can appropriately respond in any given situation. This yields a more effective process and SLA compliance.
Centralized information allows for effective collaboration
Manage all customer-related information on one platform, including order details and previous support requests, to ensure a smooth customer service experience. Connect and communicate easily with your team and other departments, and quickly resolve any issues that come your way, reducing backlogs in the process.
Improve your ticket handling process
If you can analyze it you can improve it. Examine your ticket handling process so you can optimize performance over time. Using workflow orchestration platforms like Qntrl, CS teams can take advantage of built-in reports and dashboards to track your ticket volume, ticket backlog, first response time, average resolution time, and more.
Are you ready to automate repetitive and key customer support workflows with ease? Try Qntrl on for size.