Streamline Your Customer Experience by Simplifying Ticket Handling

In today's digital age, providing a consistent and streamlined ticket-handling experience is essential for many businesses. When reaching out for support, customers expect their problems to be resolved quickly and efficiently, making it highly important to ensure consistency in ticket handling. and be equipped with the right tools. 

Why consistency is of the utmost importance

When you have a consistent ticket-handling approach you can build trust with your customers. Consistency means that no matter how or when a customer reaches out for support, they receive the same high-quality service and are treated with the same level of professionalism. Rather than feeling frustrated or ignored, customers will feel looked after and genuinely cared for. This will lead to increased customer loyalty, positive word-of-mouth marketing, and ultimately, increased revenue.

The downfalls of free-style support handling

While providing a consistent ticket-handling experience is critical, it can be challenging to achieve. The dedication and expertise of support agents are invaluable, but free-style ticket processing can quickly lead to a varied range of outcomes for customers with the same problem. The sheer volume of incoming requests, coupled with the diversity of issues, makes free-style handling a time-consuming endeavour. With multiple options to choose from when processing a ticket and providing solutions for customers, it can be hard for even experienced agents to get this right all the time. A single incorrect selection in the process could unnecessarily delay a response to your customer only adding to their initial frustration. 

This is where the right tools come in. Investing in ticket-handling tools can help automate and streamline the process. Processing tickets without any tools can be time-consuming and inefficient, leading to delays in response times and increased workload for support agents. The right tools help to automate repetitive tasks, allowing your support team to focus on more complex issues.

The downfalls of Macros in support handling

Macros serve as valuable tools for simplifying ticket processing by providing pre-defined responses or instructions. For instance, they can expedite tasks like sharing refund or return instructions with customers. However, the challenge arises when agents grapple with finding the right macro or applying it at the opportune moment. The potential for confusion escalates when a macro, though applicable, is not suitable for the specific context or timing, leaving both agents and customers navigating through unnecessary complexities. Striking the right balance between the convenience macros offer and the potential challenges they pose is crucial to ensuring a smooth and efficient ticket-handling process.

The downfalls of hidden support handling

While streamlining ticket handling is essential for a seamless customer experience, potential pitfalls are lurking beneath the surface — particularly in the realm of automated processes within platforms like Zendesk. Triggers and macros, play a pivotal role in manipulating data and facilitating ticket processing. However, when not managed carefully, these automated mechanisms can lead to unintended consequences, leaving both agents and customers in a state of limbo.

Introducing Flowset & Formset

Let’s take the Zendesk customer ticket handling platform for example, by using apps from their app marketplace, it’s possible to improve ticket handling even further. A few options to do this are our Formset and Flowset apps that sit neatly inside Zendesk with seamless integration. Setting up dynamic form fields in Formset means support agents only see form fields that are relevant to the issue they are working on. Cutting out the noise from other options and resulting in less confusion. By only displaying the fields the agent needs for that specific issue, it’s quicker to resolve for the customer and few mistakes are made.  

Flowset improves capabilities further by turning your common processes into workflows that guide the agent and let them know what to do every step of the way. This makes it easier to manage and resolve issues efficiently. The result is a reduction in errors, such as duplicate or missed tickets. By automating these processes, you can ensure that every ticket is handled in a timely and efficient manner, providing a consistent experience for your customers.

Using Dynamic Form Fields 

Here are some tips for using dynamic form fields to make improvements in your ticket-handling process:

1. Identify the most important information: Determine the key information needed to resolve each type of ticket and include only those fields in the form. This will help prevent information overload and ensure that the most critical information is provided quickly and efficiently.
2. Keep the form simple: Use a simple and user-friendly design for your dynamic form fields. Avoid complex or unnecessary fields that may confuse or frustrate customers.
3. Use conditional logic: Use conditional logic to show or hide fields based on the customer's input. This helps guide them through the form, ensuring they only provide the necessary information.
4. Customize the form for different ticket types: Create different dynamic form field sets for different types of tickets. This will help to gather the specific information needed for each type of issue, making it easier for support staff to resolve tickets quickly.
5. Test and refine the form: Regularly test and refine the form to ensure it's working effectively. Analyze customer feedback and adjust the form fields as needed to improve the customer experience.

Using Defined Processes 

Here are some tips for using defined processes to make improvements in how you handle tickets:

By following these tips and harnessing the capabilities of Flowset and Formset, your support team can transform complex support processes into streamlined, guided workflows and straightforward ticket field selection. This not only improves overall efficiency but also contributes to a more consistent and effective ticket-handling experience for both support agents and customers alike.

If you're looking to streamline your ticket-handling process and improve customer satisfaction whilst making it easier for your support team, consider leveraging our Zendesk plugins. Flowset and Formset applications integrate seamlessly with Zendesk and have a  free 30-day trial making it risk-free, let us help you deliver a consistent and exceptional customer support experience.