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Managing a Remote Customer Service Team with Ticket Management

Now, more than ever, your customers need to feel taken care of. One proven way to achieve this is by using a ticketing system which allows your customers to easily submit requests at any time. By setting up automatic responses and alerting the right people on your team, you can streamline these efforts and give your customers the high level of service they deserve. Simply put, a ticket management system is a solution to help organize your incoming requests and issues. When integrated with a CRM, your team has a centralized location, so they can better manage, organize, and streamline your customer service efforts.

Benefits of setting up a ticketing system include:

  • Increased organization and efficiency of your support requests
  • Ability to assign and notify specific team members based on the type of ticket submitted
  • Customize the form with design, information collected, and post submission automation
  • The ability to include up to three files per submission or ticket update
  • Directly add important ticket updates directly into your Wiki knowledge base
  • Integrate the form into any external site, website tab, or share a direct link 
  • Create new tickets by sending an email to your custom ticket email address
  • Add professionalism to your customer service requests with quick responses, consistent communication, and customized messages
  • Automate follow-ups and other communication and process

 

When managing a remote workforce, the ticket management system enables your team to properly manage and monitor incoming requests. With all of your ticket requests stored in a central location, your support agents can work directly with clients, keep track of customer history, and manage their assigned tickets from one place in the system. Being directly built into GreenRope enables your team to view updates from the ticketing page or inside the contact’s CRM record. 

How setting up your ticketing system helps manage your remote employees:

  1. They do not have to be in the office to use the ticketing system
  2. They can access the data from anywhere in the world where they have a secure wifi connection
  3. The centralized location, built in to a CRM allows for the free flow of information between departments
  4. Team members can collaborate without having to be in the office 

 

An effective ticketing system streamlines your support efforts, updates the contact records, and personalizes the customer experience. When designing your own professional ticketing system, here’s some best practices to help get you started.

Top Tips for Ticketing:

  1. Create a designated group to manage all of your ticketing requests
  2. Assign your ticketing team with custom permissions to ensure better overall management
  3. Enable push notifications for new ticket submissions through the Account  > Settings
  4. Define blocking keywords to help prevent unwanted ticket submissions from spam bots
  5. Set up auto-responders and workflow automation for ticket submissions, updates, and closures
  6. Defining types ticket resolutions helps you gather reporting on commonly asked questions
  7. Sync notable ticket updates with your Wiki to build an internal resource and knowledge center

 

Building your ticket management system empowers your team to perform at their best. In most cases, your customers have many options when it comes to who they do business with. Ultimately, their final decision often comes down to their experience, not the product. It’s time to evolve from the shared email inbox and give your team the tools needed to deliver fast, accurate, and personalized support from anywhere. 

To learn more about how to set-up your ticketing system, watch our webinar or contact us today!

Share: https://www.greenrope.com/blog/Blog655/Managing-a-Remote-Customer-Service-Team-with-Ticket-Management

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