How to Personalize Your Ticketing System

An effective ticketing system is the one where managing workflows and roles and creating rules is handy for the person managing the customer support with a few clicks instead of again and again contacting the solution provider for each customisation. One of the important parameters is ease of help desk customization which every organisation should consider during help desk cloud ticketing system comparison before the final implementation.

Let’s explore how can you customise your ticketing management system to achieve the dual goal of increasing agent productivity and improving customer service experience-

1) Reinforce Brand Identity Across Chat Support
Make sure that when your customers move to chat support on your website, they experience a smooth transition. Another thing that you should ensure is that keep the look and the feel of the brand intact across all the chat platforms. Use ticketing software that easily customises elements like backdrop theme and text styles for the chat forms.

2) Track Every Query or Feedback via Social Media
In order to get instant redressal from the brand, social media platforms like Twitter and Facebook are becoming the most preferred medium to report grievances. With the help of a online ticketing software, businesses can address this situation and track the queries addressed by the customer and review by recording their comments and reply to the facebook posts and twitter tweets.

3) Personalize Email Support Communications
It’s important for every firm to understand that they are dealing with humans at the end of the day and therefore there is a need to have a personalised touch when it comes to communications. One such step to ensure personalisation is to give a human face to the brand. This can be ensured when the agent or the representative of the company configure individuals email id and name to be used while an email interaction. This will further benefit the customer to identify the right point of contact for his grievance thus preventing broken communications

4) Organize Ticket Visibility for Faster Resolution
The usual workday of a customer support agent, with never-ending customer tickets, can be overwhelming.  Intelligent and effective software allows the support admin to configure the tickets visibility to control which tickets are to be shown on an agent dashboard depending upon the queue, campaign or assigned owner, thereby leading it to faster resolution and more organized ticket management.

To improve the operational efficiency of your ticketing system while personalizing it in tandem with your brand to ensure consistent customer service experience, help desk customization is essential.  Ameyo’s FusionCX help desk software provides quick and easy configurations to make your help desk your very own.