If you find yourself trying to fight through a mound of support tickets – a great way to bring a level of automation to customer support is through a ticket management system. A ticket management system helps you turn your existing support team into a query management force by automating ticket allocation.
An important metric to keep in mind is something called the ‘Average Call Handle Time”. The average call handle time is the amount of time it takes for you to solve a customer’s query or problem from start to finish.
From the time you receive a query through your email, chat system or telephony integration – to the time you complete the first contact – is the ‘Average Call Handle Time”
There are a few specific tools that you can integrate into your existing support hierarchy that will help you handle multiple tickets at once. These tools are all integrated into a ticket management CRM. Here are a few features of the CRM that you can use to reduce your average call handle time by close to 50%.
1. Use the automated chatbot to soar through multiple tickets one at a time
Each time a customer poses a query or requests your support through a chat system on your website– a ticket is created and is auto-assigned to the nearest available agent who will then respond to this customer query through the chat system itself.
You can then get one agent to handle multiple tickets by using the chat systems preexisting templates that you can customize. These templates act as an intelligence-gathering tool – that helps your agent sort out the ticket faster through AI driven research using a Knowledge Management system (explained below).
2. Shave off valuable minutes of each support interaction with a knowledge management system
A great way to shave minutes off your average call handle time – is to use something called a Knowledge Management System. A Knowledge Management system (KMS) is basically a series of FAQ’S and How to articles stored in your CRM Dashboard that gives your agents access to commonly asked questions.
So when an agent is handling multiple calls for example – he could quickly type in the customer query into the KMS search bar and effectively sort out the ticket immediately without having to put the caller on hold to gather more information.
3. Use the power of telephony integration to quickly solve customer queries
When your agents are handling multiple calls – it becomes tedious and expensive to have multiple phone lines for each agent. In such a case a Telephony Integration in your CRM dashboard can help your agents receive calls from their systems itself – helping them finish tickets faster by handling multiple calls at once or receiving back to back phone calls.
This process helps your team solve issues faster and will help them dramatically reduce their average call handle times. Solve multiple tickets at once by using the ticket management CRM.
The best mindset to have in a business is one that turns your liabilities effectively into assets. When it comes to handling multiple tickets with a small customer support team – the ticket management CRM helps you bring a level of professionalism and order to your customer service.
