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6 Ways to Have Better Technical Support Ticket Management

by: Admin

Thursday, November 23, 2017 |

How do you manage customer issues in your company?

For many companies, it means setting up an issue tracking system (ITS) in place to help the support team manage and keep track of issues from beginning to end when they finally get resolved.

An ITS is especially helpful for companies who provide IT support services to customers and businesses. Also referred to as a ticket management system, an ITS is a piece of software that organizes information in a central location to make it easier for your team to offer support and resolve customer issues so that your customers remain happy with using your products.

But even with a ticket management system in place, many businesses still have a hard time managing technical support queries due to problems with poor process management, messy workflow and lack of training. Poor customers support can lead to your business losing valuable customers.

An effective ticket management system is vital not only to the support team but also to the success of your overall business. Here are 5 ways to maximize your ticket management system and make it work for your team:

  1. Implement a first-come, first-served ticket process

    Many support teams have different ways of handling support tickets, but most of them use the first-come, first-served approach as a guide in prioritizing which requests to answer first.

    JitBit, a company that provides helpdesk software to businesses, recommends working on issues in the order they arrive to prevent any ticket from getting lost in the void.

    Sometimes, though, there may be cases when sticking to a first-come, first-served approach may be a bottleneck to providing top-notch service such as when a free customer gets prioritized over a paying customer with a more complex problem. In cases like this, it's useful to have a little flexibility and employ a different tactic, which brings us to our next point...

  2. Categorize support tickets

    In the real world, a business receives customer issues with varying degrees of difficulty, often spanning multiple areas of expertise. That's why a technical support manager should know how to triage and categorize support tickets so that they can be sent straight away to someone who knows how to solve them in the right order of priority.

    Triaging support tickets was inspired by how doctors would triage—aka sort—patients based on how much they need immediate medical treatment. Zendesk implements this strategy to keep response times down and make sure that tickets would be sent to a support agent familiar with the issue the first time around.

    Combining this strategy with the first-come, first-served approach allows support teams to better distribute the load within their teams while still keeping on top of customer requests.

  3. Enable self-service/searchable knowledge base (FAQs, etc.)

    It's inevitable: there will be times when you need to answer the same question again and again because it happens to multiple users.

    If you have a handy list of frequently asked questions that your customers can easily access on demand, then they won't need to file a support ticket anymore.

    Publishing a searchable knowledge base is not a new thing. In fact, 9 out of 10 users expect brands to have an online FAQ so they can search for the solutions themselves instead of having a lengthy conversation with an agent. This works best for simple issues and saves both you and the customers precious time and money.

  4. Automate workflow and create a support workflow

    The ticket management system you use should work for you, not the other way around. Having a solid workflow reduces delays in your team so that everyone knows when and who to approach when certain problems arise.

    Your workflow can be a short paragraph or a simple 10-point checklist that tells your team when and who to call when things need to be escalated. The important thing is that you set up your workflow to be seamless. Remove as much friction as possible so that each request goes from point A to point B without any unnecessary steps.

    Aside from having a solid workflow, taking advantage of automation can also make the task of IT support services flow more smoothly. It's hard to find the right balance between automating tasks and dedicating time for manual work, but as a rule of thumb, the tasks asking customers for information about the issue should be automated so that your support agents can get up to speed and work right away on solving their problems.

  5. Track performance metrics/data

    Just like marketing and sales, customer support is composed of processes that lead to results. As the team leader, the results you're aiming for should be happy customers, so you need to find out which processes keep customers happy, and keep on doing that.

    That's where tracking performance data comes in. Tracking your team's performance allows you to determine which strategies are bringing positive results, as well as those that can use more improvement so that you can try out new strategies and continually improve your workflow.

    Additionally, the customer support industry continuously evolves as technology comes up with new forms of communication for customers. What works today may not work tomorrow, so staying on top of data allows you to adapt your strategies to improve your ways of managing customer issues.

  6. Outsource technical support team

    For businesses with a lot on their plate, handling support tickets internally can be a little messy. In those cases, BPO companies that offer technical support management is the most practical choice because it may already have optimized systems, processes, and people in place enabling it to outperform your own customer support capabilities.

    Having an outsourcing team makes it easier to provide 24/7 support to your customers and reduces ticket processing time. It also comes with the added benefit of having more time to focus on growing your products, while the outsourcing team makes sure that your customers remain satisfied and happy with your brand.

The best customer support is one that can quickly provide solutions and make customers feel important. It looks like a simple process on the outside, but there's a lot of operations that should always be kept in top shape to ensure an efficient ticket management system. And if you need an outsourcing company, MicroSourcing is here to provide great quality of service that will help boost your business performance.

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