Rolling out a ticketing tool for customer support, with a unique reference for each request and clearer tracking for customers.
problem
Requests sometimes got lost in busy inboxes
Customer requests came in by email, and tracking them became harder as volumes grew. Support was shared between several people, with no easy way to see who was handling each request. During busy periods, some emails were overlooked and went unanswered. Customers also found it difficult to know where their request stood without following up with the team.
approach
Understanding the team's needs before choosing the tool
I started by talking with the support team to understand their day-to-day work, the difficulties of tracking requests by email and the features they were missing. I then compared the available ticketing tools against the needs we had identified together to choose the best fit for their workflow.
solution
Clearer tracking and automation to ease the team's workload
The selected tool gave each request a unique reference, making it easier to track. I configured automatic replies to confirm to customers straight away that their request had been received. I also set up automations to reduce repetitive tasks, including reminders when a customer had not responded to a request for clarification or an update.
impact
Clearer tracking for customers and more time to help them
Customers appreciated being able to follow their requests more easily and the features introduced. For the support team, automation reduced repetitive tasks and freed up time to focus on resolving customer issues.
