The basics of ticketing: Why it's essential for your customer service
In today's world, providing effective customer service is no longer just responding to emails and calls.
Managing requests, monitoring interventions, and ensuring that nothing is lost along the way... requires a hell of a lot of organization.
And that's where the ticketing system comes in: it centralizes, organizes, and ensures that each request is taken care of from A to Z.
Why has ticketing become so essential?
Because it simplifies everything. Rather than juggling multiple channels, it transforms each interaction into a single “ticket” with precise history, follow-ups, and traceability.
Let's see together what this means on a daily basis for your customer service.
Why does ticketing make customer service life easier?
A ticketing system is above all a tool that centralizes all service requests, regardless of the channel used by the customer (email, chatbot, telephone, social networks). Each request is documented in a single interface, which allows each member of the after-sales team to have a clear vision of all interactions.
Imagine, for example, your service team receiving dozens of requests every day. Without a good ticketing system, it is the assurance of seeing messages getting lost, of forgetting follow-ups... and of keeping the customer waiting.
With a ticketing system, everything is in order, everything is traced. Each request is recorded and can be followed step by step. We gain in efficiency, and customers immediately feel the difference.
The basics of a good ticketing system
What are the essential elements for effective ticketing? Here are a few that are really changing the game:
- Centralization of requests: No matter where the request comes from, it ends up in the same place. This is a huge time-saver for teams who can track everything from a single dashboard.
- Tracking and traceability: We always know the status of each request, who is in charge of it, and what is the history of exchanges. Oversights, requests that get lost? Finished.
- History of interactions: Ticketing allows experts to consult all information related to the customer. Thus, each member of the service team has access to the complete context and can intervene with full knowledge of the facts.
- Priority management: With a good ticketing tool, each ticket can be classified according to its level of urgency. Critical requests are treated with priority, while others follow a logical order.
- Workflow management: Ticketing is also a way of structuring the stages of each request. We can automate validations, automatic routings to experts, and ensure that nothing blocks.
How ticketing actually improves efficiency
Ticketing is much more than a simple tracking table. It makes it possible to structure operations and to gain in responsiveness, day after day:
With an overview of requests, your teams know which ticket to deal with first, which emergencies to handle, and your customers get faster and more effective responses.
Some requests require an immediate response, others may wait. Thanks to Ticketing, each expert can focus on priorities and organize their time effectively.
With a good ticketing system like Kolus's, you have access to valuable statistics. Resolution time, the most frequent types of requests, the equipment that requires the most interventions... This information makes it possible to continuously adjust and anticipate needs.
Kolus: A ticket that goes further
At Kolus, we are not satisfied with traditional ticketing. In addition to centralizing all customer requests, our solution includes a video assistance that allows experts and technicians to see directly what the customer sees. With this option, unnecessary back and forth and approximate descriptions are avoided.
A simple click, and you can see the problem live, make a diagnosis, or even solve the incident without traveling for minor failures.
A huge time-saver for the team and an ultra-responsive solution for the customer.
In addition, our advanced Dashboard allows you to monitor all performances in real time: customer satisfaction, resolution time, resolved requests... Each KPI is available so that you can refine your practices and better organize the service.
With these statistics, you no longer drive by feeling; you have a clear and detailed view of what works and what can be improved.
Ticketing, a pillar for your customer service
A good ticketing system is much more than a tracking tool. It is a pillar for customer service, which structures operations, ensures the traceability, and facilitates the handling of requests. By centralizing information, we make each interaction a smooth experience, which benefits the customer but also the technicians.
With Kolus, we wanted to go further, by integrating video assistance and detailed statistical monitoring. The objective?
That each request is handled quickly, efficiently, and with an optimal quality of service. In the end, good ticketing is that: an organization that supports the team and that really improves the customer experience, day after day.
