Ticketing systems can improve the customer support experience for agents and customers alike.
The systems integrate with third-party applications and contain built-in customer relationship management systems, making it easy to gather, view, and edit contextual information about customers. In essence, ticketing systems provide agents with a good customer support foundation and set them up for success.
The system enables them to provide knowledgeable and personalized service, improving customer experience and company revenue. The correlation is undeniable. According to Forbes, 84% of companies that work to improve their customer experience report increased revenue. In addition, customer satisfaction increases revenue, in part, due to positive word-of-mouth. According to Salesforce, as many as 72% of happy customers are eager to share their experiences with friends, family, peers, and online.
However, many businesses think that investing in ticketing software is unnecessary. The result is that their entire business suffers — from the customer service representatives to the revenue stream. According to a survey conducted by Parature, 42% of agents cannot resolve customer service queries due to outdated or disconnected systems. This makes customers frustrated, with 22% abandoning shopping carts and 97% churning without leaving any feedback or clues as to why.
Disconnected systems and bad customer interactions also contribute to customer service representative turnover, which averages 29% annually.
Disconnected systems prevent ticket resolution
of agents are not able to resolve customer queries due to outdated or disconnected systems.
Average CSR turnover rate
The average annual turnover rate for a customer service representative is
Customers churn without providing feedback
of customers who churn do so without leaving any feedback or clues as to why.
Improved customer experience leads to an increase in revenue
of companies that work to improve their customer experience report an increase in their revenue.
Happy customers generate positive word of mouth
of customers will share their good support experiences with others.
Customers abandon carts because they lack info
of customers abandoned a shopping cart due to lacking information.