Ticketing and email
Ticketing lets businesses manage more complex customer queries that require either more time to resolve, collaboration from multiple agents, or both. Tickets form the backbone of most mature customer support teams and are generally channel-agnostic. In the digital era, many companies automatically create tickets from email submissions while also allowing messages from other channels — chat, social, SMS — to be converted into tickets as well. Complete messaging history can be attached to tickets so that agents have access to the customers’ full story, even if the issue switches hands (or channels).
Interesting fact: ticketing systems are far more agile and effective for customer service teams than a simple email inbox because these systems allow for easier routing and collaboration, yielding quicker resolutions and happier customers.
SMS texting is the single most used smartphone feature worldwide. It’s the dominant method of communication between individuals, and soon will be between individuals and the brands they support. Even people aged 55 and up send and receive more than 16 text messages a day. Messaging is the quickest and most convenient way to communicate from a mobile device — Imagine the possibilities of letting your customers text you with a question, and then replying to it just as you would if they were chatting or emailing.
Interesting fact: Texting is so ubiquitous and trusted that it is the ideal channel for sharing important information with your customers that requires relatively quick action. From appointment or shipping confirmations to security alerts and product recalls, texting should be a standard channel for every organization.
Social media brings brands into customers’ personal spheres and lets customers engage with companies publicly or privately. Customer interactions on this channel are important for managing public opinion of your brand and building brand affinity (public), and for responding to direct inquiries (private). With a digital omnichannel approach, agents can handle social media queries directly from the agent console, just as they would any other channel.
Interesting fact: According to a survey by Twitter, 85 percent of SMB Twitter users say it’s important for businesses to provide customer service using the network. Of the customers surveyed, 83 percent said that getting a reply on Twitter improved their opinion of the business.
More than six in ten U.S. consumers say that their go-to channel for simple inquiries is a digital self-serve tool, according to a study by American Express. Knowledge bases are available to customers at any time of the day and are critical for customers who prefer to take matters into their own hands. Since information distributed through this channel is consumed at the customer’s pace, when and where they want, this tool can help customers understand the product or service better before purchasing, and helps increase customer loyalty post-purchase. It also relieves pressure from your support team by reducing chat volume.
Interesting fact: Knowledge bases aren’t just for your customers. An internal knowledge base is a vital part of any internal knowledge management (KM) program. And they don’t exist in a vacuum — you can provide access to your external knowledge base right inside your chat window, and to your internal knowledge base inside the agent console, so no one has to think about where to go to find answers.