Automating anything a couple of years ago was a no-no from a customer user experience. People wanted to speak to a real person to get satisfaction that someone is there to listen and help them.
Nowadays, our personal reward system has ramped up with Facebook and other daily activities that gives us immediate results with a click. The more time the customer saves while streamlining efficiency excels customer satisfaction, retention and gives users that immediate dopamine satisfaction.
The ability to help customers 24 hours a day while also identifying, managing, and routing issues automatically by level of difficulty saves time, money, and results in a satisfactory customer experience.
Save Time
Using a ticketing system directly impacts labor and time in many ways. Most importantly, any downtime results in losing money. However, the manual processes of getting the system up and running can be highly laborious considering the scale of the problem, how prepared they are for the interruption, and if they even have the resources directly available.
Using an automated ticketing system can allow the company to identify and capture the problem at any time. And, instantly route it based on existing parameters. Not only will it make the whole system more efficient but it will also free up manual labor for other areas where they can help increase revenue and the bottom line.
Increase Profit
The bottom line and making profit is easily the most important aspect of a company. There are many important things in a company. However, without the ability to scale the company to increase margins and profit, everyone is simply out of a job.
There are many reasons to try out a free ticketing system. However, increasing the bottom line for a company supersedes other areas. Anytime the customers are directly influenced or the user experience is taken into account; then it should be taken very seriously. The customer experience makes or breaks a company.
With a positive user experience, it increases brand awareness, retention, and also a happy customer talks about their experience. With everything being automated and the data stored, the whole experience is fast, efficient, and the customer gets immediate satisfaction.
Simply, this means the customers will be coming back to spend more money. They will also be sharing with their friends their positive experience while advertising for you in an indirect way.
Additionally, while customers are happy, this also results in a happy employee which increases employee retention and involves less training. All of which results in more money in your pocket at the end of the day.
Happy Employees
With automation and software taking over every aspect of our lives, it is easy for companies to focus on numbers and what employees should be doing for them. However, it is becoming more and more evident how important it is to keep employees happy in the workplace.
The ability for work to be more streamlined, managed appropriately, and efficiently routed to the correct department can ease up workload, stress in the workplace, and giving the employee and customer a faster solution to the problem.
This positive experience for the customer also leaves a positive experience for the employee. Data suggests that a happy employee is more positive around customers, increases employee retention, and additionally increases employee performance.
Automation and the Future
Ticketing systems and chatbots are indeed the future but with the ability to manage the simple tasks and reroute the more complex issues; this will allow for the customers that really do need personal help to get it faster and more efficiently.
The future of customer service will be a mix of automation and the ability to speak to a real human with specialized knowledge directly related to the issue at hand.
