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4 Reasons Why You Need a Ticketing System Integrated With Your Contact Center

by Erina Suzuki | Published On August 19, 2022

Customers reach out to organizations for a variety of reasons: to update their addresses, to follow up on orders, to change their login credentials, and so on.

Although some of these inquiries may seem straightforward, other issues and requests may involve several conversations and follow-up tasks across agents and departments – which can get complicated. Customer service may suffer from these complications, resulting in longer response times and miscommunications.

Contact centers that integrate with ticketing systems can avoid these pitfalls by organizing and streamlining all interactions from different channels in one place, ensuring issues don’t go unnoticed. Some of these ticketing systems include Service Now, Zendesk, and more. Continue reading to learn 4 ways a ticketing system integrated with a  contact center can enhance your customer experiences.

  • Reduce the number of times customers are transferred: Ever contacted customer service, only to be transferred and put on hold because you're not speaking with the right representative from the appropriate department? An experience like this can be frustrating. When a contact center platform integrates with a ticketing system, routing rules can be applied to every interaction. As a result, customers are assigned to the appropriate agent based on their role and service history. By routing customers to the appropriate agent, you can reduce the number of transfers and improve customer satisfaction.
  • Improve customer service by tracking valuable metrics: Measuring key performance indicators (KPIs) is crucial to your customer service success. Supervisors can gain valuable insights into their contact center's performance by integrating ticketing systems with their contact centers. Through a centralized dashboard, supervisors can track metrics such as ticket volume, ticket resolution time, agent activity, and much more. With the help of these metrics, supervisors can identify areas for improvement within the contact center. 
  • Personalize every customer interaction: Customer service continues to become increasingly personalized in today's world. According to Accenture, "91% of consumers are more likely to shop with brands that recognize, remember, and provide relevant offers and recommendations." Agents can provide personalized assistance by viewing previous interactions and issues using a ticketing system. By equipping agents with relevant client information, they can better understand  each customer, resulting in more personalized service.
  • Unify persistent interaction data onto a single platform: Ticketing systems provide organizations with a centralized knowledge base management solution, enabling employees across all departments to access   accurate customer information .   By utilizing a centralized source of information, agents can focus on solving customers' inquiries instead of searching through previous emails or chat transcripts.

Where there are high volumes of customer inquiries, streamlining workflow is essential, especially if different departments and agents are involved. Integrating  a ticketing system with your contact center ensures improved customer service. If you haven’t already, check out this blog that discusses the benefits of integrating CRM with contact centers: 8 Reasons You Should Integrate Your CRM With Your Contact Center





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