什么是票务系统？

要我让你加入客户服务secret? When a rep tells you they need to look into your case more and will have to follow up, most aren't rushing over to an expert to solve your problem. Instead, after the rep hangs up the phone he or she is probably taking another customer's phone call. Don't take it personally though, there's a method to this madness.

The rep is probably using an automated ticketing system that helps them keep track of their open cases. So, while the customer service rep is listening to the next customer's problem, they are simultaneously pinging a specialist to take a look at your case. When the specialist has an update, the rep can then relay the information to the customer via the ticket. The ticketing system creates an organized communication channel that significantly improves the rep's productivity.

随着您公司的不断raybet电子竞技增长和扩大客户群，您帮助台可能准备好采用票务系统。但是，在您这样做之前，重要的是要知道票务系统的功能以及如何改善代表的日常工作流程。

票务系统可帮助客户服务团队更好地确定作业的优先级，以便创造更愉快的客户体验。以下是这样的系统的真正起作用方式：

票务系统如何工作？

票务系统通过首先创建文档或“票务”来记录支持或服务案例上的交互作用。该票证在代表和客户之间共享，并将其通信记录到一个连续线程中。如果有任何混乱，或者忽略了细节，双方都可以在任何时候回到线程以查看有关案例的过去信息。

一旦创建了票，代表就可以在问题结束时处理问题。当他们有更新或分辨率时，他们可以通过机票提醒客户。如果客户在此期间有任何疑问，他们也可以使用机票与客户服务代表进行通信。然后，票务系统提醒代表，票证记录了响应，代表可以立即解决。

When the issue has finally been resolved, either the rep or the customer can close the ticket. Tickets can be reopened though if either party has any additional follow-up questions or requests. Instead of having to create a brand-new ticket with a different rep, the customer has access to the same person that they worked with before and can continue where they left off. Some ticketing systems even include built-in客户的反馈意见类似的工具NPS®可以收集顾客评论每当门票关闭时。

采用票务系统的好处

The more customers that you have interacting with your business will lead to a higher volume of客户支持和服务案例。除非您雇用更多的客户服务代表以符合不断上升的需求，否则这种增长会给您的团队带来更大的压力，以同时多任务和解决问题。向您的帮助台是克服此障碍的好方法，因为它为您的客户服务代表提供了可扩展的解决方案。

Below are some of the main reasons why growing companies should consider adopting a ticketing system for their customer service and support teams.

Organization

The most obvious benefit that a ticketing system offers is its ability to organize and catalog a high volume of support cases for an entire customer service department. Reps can easily manage multiple cases at once because each ticket is labeled and can be prioritized by its urgency. This comes in handy when dealing with critical situations where customers are filing large amounts of support and service tickets regarding a specific issue. A ticketing system helps you identify and segment these cases so that a designated task force can quickly address them in bulk.

票务系统的另一个好处是信息集中。这些门票都存储在一个软件中，可以搜索并引用以后的情况。雷竞技苹果下载官方版这不仅有助于客户服务分析，而且代表还可以使用它来查找过去可能与他们当前问题有关的解决方案的情况。

沟通

如果您的公司提供raybet电子竞技全渠道支持experience，然后票务系统可以帮助您的团队将通信合并为一个线程。好处全渠道支持客户可以访问客户服务吗teams using a variety of different communication channels. However, the downside of this is that customers may not consistently use the same channel when troubleshooting an individual support or service issue. They may start by tweeting at your team, then calling for an update, all while expecting you to email them for the follow up. This can make communication really confusing especially for reps who deal with over 20 customers a day.

票务系统通过将所有通信转移到一个单独的线程来消除此问题。无论客户使用哪种介质，互动始终都记录到同一位置。即使客户最终与其他代表一起工作，该通信也可以转移到原始票证上。通过将信息合并到一个线程中，您的客户服务团队将不太可能错过可能导致更快分辨率的重要细节。

可访问性

With communication being limited to one shared location, ticketing systems make it easy for both the customer and customer service rep to communicate with one another. Customers can quickly access a ticket via their email inbox and send questions directly to the rep who is handling their case. This gives the customer a sense of empowerment as they feel they have a direct line to their customer service rep rather than a generic support inbox.

可访问性因素也使代表受益，因为它给他们迅速解决案件的压力较小。由于客户无法访问其个人电子邮件地址，因此代表可以自己的节奏工作，而不会受到不耐烦客户的消息的轰炸。代表在创建机票时还可以设定通信期望，以便客户知道期望的前进。这为客户服务团队提供了一定的力量，因为它允许代表决定其支持门票的沟通速度。通过向客户提供这种类型的透明度，它创造了更具值得信赖的体验并改进顾客满意度。

现在您知道了什么是票务系统以及如何改善customer experience，您可能渴望探索潜在的选择。在下一节中，我们列出了一些最好的票务系统软件，我们建议您为您的客户服务团队采用这些软件。雷竞技苹果下载官方版

5 Ticketing System Examples

Ticketing systems typically come as a featured part of most帮助台software. Depending on which one you choose, each system can offer unique features that benefit your team in different ways. When looking for a ticketing system for your company, it's important to consider both your客户的需求以及您的员工的工作流程。这里有五个票务系统，我们认为这些系统将满足任何客户服务团队的需求。

1。集线器

HubSpot的帮助台工具记录，整理和跟踪门票一台仪表板。您的团队可以看到机票的状态，排在队列中的位置以及解决机票需要多长时间。票也与客户的记录同步CRM因此，客户服务代表可以查看客户与公司的过去交往。raybet电子竞技易于获得的定量数据和定性数据的组合为代表提供了更多的机会改善客户体验。

HubSpot的ServiceHub工具也可以受益客户服务经理因为他们可以使用诸如代理响应时间和票务量之类的指标来有效管理客户需求。经理可以分析这些数据，然后指导他或她的团队就可能需要改进的主题进行指导。他们还可以将这些常见的障碍传递给产品开发团队，他们在创建新产品时可以考虑这些案例。

Price: Free

2。HappyFox

HappyFox是一个服务台软件，可提供票务自动雷竞技苹果下载官方版化功能作为其主要报价之一。其票务系统包括预填充票务属性，使得代表更容易创建和分配票证。它还包括可以与整个团队中的代表共享的票务模板。这可以帮助您的团队为所有门票创建统一的布局，从而为您的客户服务团队创建一致的品牌。

Price: $29/month

3。活泼

活泼's software automatically turns all of your communications with your customers into tickets. Then, it organizes and transfers the tickets to the appropriate employee or shared inbox. This helps employees streamline information across other departments that are outside of customer service. LiveAgent's offering also comes with forum,知识库, and FAQ tools that supplement the ticketing system.

价格：$ 9/月

4。正面

Front的目标是通过创建一个可以在整个团队中共享的服务台软件来连接整个客户服务部门。雷竞技苹果下载官方版Front的票务系统包括共享的支持收件箱，该公司可以通过公司的任何员工查看。raybet电子竞技共享收件箱使用单个电子邮件地址将服务请求收集到一个中央收件箱中。然后，个人可以为自己分配一张机票，并通过其个人电子邮件地址做出回复。

正面also offers a shared drafts tool where employees can help each other with service and support cases. Responses to customer emails can be shared to the entire team and teammates can provide comments to each other using a tagging feature. This makes it much easier for customer service reps to collaborate on complicated issues in real-time.

价格：每月$ 15

5。Azuredesk

Azuredesk是唯一的，因为它的售票系统支持无限数量的电子邮件地址。用户可以根据需要连接尽可能多的电子邮件，使您可以轻松地包括整个客户服务团队。Azuredesk还使将JIRA和SLACK等其他支持应用程序集成到其票务系统中变得更加容易，因为它们提供了支持大多数客户服务集成的灵活的API结构。

价格：$ 9/月

要继续改善您的客户服务团队，请阅读一些重要的客户支持资源reybet雷竞技下载。

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