How email ticketing system in 2020 will be different?

by Jill Ross Marketer

Customer satisfaction is what makes or breaks a brand. Sales of products/services do not cut it anymore. A brand needs to go beyond the usual and offer an impeccable experience to its customers right from sales to after-sales services for establishing a formidable presence in the market by garnering a positive word-of-mouth.

When we talk about offering customers an unmatchable experience, email ticketing system is the quintessential tool that a company must integrate itself with in order to grow sustainably. Firstly, down to the basics- What is an email ticketing system and how it is and always will be vital for a company looking to establish itself as a serious competitor in the market?

Simple yet clutter ridden-this is what traditional email inbox looks like. You can’t establish synergy between communications across various timelines, you cannot really measure up any real time progress and neither is it cost effective in the long run. And these downsides surely don’t fan the flame of a company! Comes email ticketing system which a simple yet efficient way of treating customer emails as tickets along with compiling and organizing them under various heads depending on the needs. In short, what it does is let no complaint get buried without a proper resolution unlike in a traditional email system. Moreover, it automates tasks by setting up streamlined workflow and SLA rules. So how does it typifies superior customer-care service and will continue to do so in the coming year 2020? Let us have a look-

Automation integration

As Machine Language is getting smarter, its integration in our lives is becoming more solidified specially in last couple of years. Same goes for email ticketing system where automation in 2020 will remind the customer care executive team of pending tasks at hand, perform predefined tasks without human interference and route a query based on its priority. A powerful addition indeed!

Ticket tags

Self-service tools such as knowledge base not only benefit the company to create a ready-to-go “stash” of knowledge but also save a lot of time of consumers by finding answers to common queries in no time. To fortify this castle of knowledge, modern day ticketing system uses ticket tags which can easily spot common issues, flag them and send them to the right ‘area’ of knowledge base for swift resolution.

Personalized ticket pages

More information about a customer a brand has, more useful decision and better experience it can offer to the person. By knowing the level of satisfaction of each customer based on their “open tickets” and their ratings against each ticket, a company using email ticketing system in 2020 will be able to keep tabs on how the bottom-line factors of an organization are performing and areas in which a brand can tweak the system for better customer contentment.

Shoot’ em all down at once!

One way to answer redundant queries is to point them to database so that users can have solutions in minimum possible time while utilizing human resources of the company for better use. Another way is to shoot’ em all down at once! By aggregating tickets with similar type of issues, ticketing system of 2020 will be able to reply to all the tickets at once making the process of customer care smoother and more satisfying, both for the companies and consumers.

Diggin’ out the information

Going back and forth to fetch information related to a particular customer when he or she raises a ticket is not only killing valuable time but also causing unnecessary delays in issue-resolution process. Way out? Well charted out Product and inventory management system which will become a significant arm of ticketing system to help companies track information about its users the moment they raise queries/complaints.

Integrating various ticketing queues

With complexity of technology increasing with each passing day, modern day issues are also becoming more compounding and therefore demanding in nature. Issues nowadays require a brand to pool in various resources from various verticals. To make this process more leveled, ticketing system in coming times will integrate tickets and let various departments look at the queue with a ticket is part of for more holistic issue resolution process.

In a nutshell, in coming years, several features will become an indispensable part of already advanced helpdesks platforms with email ticketing management being one of its vital off-shoot. And there is no denying of the fact that these upcoming resolution systems will save time, energy and money, for companies as well as the consumers.