In Salesforce's State of the Connected Customer Report, it was found that 88% of customers said the service they get from a company is just as important as their product or service. It's not just the customers who think so. Business leaders, up to 73%, also agree that there's a link between business performance and customer service.
These statistics warrant the need to create a ticketing system. Why?
The good news is that creating a ticketing system isn't as daunting as it sounds.
Below, we teach you how to create a simple ticketing system with JustReply and Slack.
A ticketing system is a communication tool that helps organizations manage and track issues, requests, and inquiries from customers. It works as a central hub for all customer communications, enabling teams to assign, track, and resolve issues efficiently.
We'll explain the workings of a ticketing system with an example:
Let's say a customer wants to change their shipping address for an order they placed. They reach out to your customer service team through the support email address provided on your website or your live chat widget.
Your ticketing system, in our example JustReply, saves this query and creates a ''ticket'' for it, or a conversation, as we refer to it. Here's what this ticket would include:
After a ticket is created, it is assigned to a support agent. The agent communicates with the customer through the ticket, providing updates and resolving their issue.
If they're unable to resolve the ticket, they can escalate it to a senior agent or a specific department for further assistance. Once they resolve the problem, the ticket is marked ''closed'' in the ticketing system.
JustReply is a customer support tool that lets you resolve your customer support tickets through Slack. You can connect JustReply to your Slack workspace so that when a customer raises a ticket, the ticket is automatically created in your team's designated Slack channel.
Here's how to create a ticketing system with JustReply and Slack.
The first step in creating a ticketing system with JustReply is to set up an account on the platform. You can create a user here: https://app.justreply.ai/auth/sign-in. Go through the platform's onboarding process, where you'll add your company name, email address, and password.
Once you've completed the onboarding process, you'll have access to your JustReply dashboard. Now, you can set up your live chat widget. JustReply's widget supports voice, email, live chat, and video support. So, you can receive all customer queries, regardless of the channel they use.
Next, set up your helpcenter. This is where your customers can find answers to frequently asked questions, troubleshooting guides, support articles, and product documentation.
Afterward, go through the Slack setup flow. It will allow you to connect your JustReply account to your company's Slack workspace. Once done, you can now see all tickets coming through the helpcenter, live chat widget, or email in your Slack channel.
Once you have installed the App and created a user on JustReply, your customer support tickets will start to appear inside a designated Slack channel.
Suppose a customer sends in an issue through the support widget. You'll see this notification in your Slack channel, and a team member can assign themselves and respond to the customer directly from within Slack.
Conversations with customers will be collected as threads in Slack. That way, you can always go back and check the conversation thread to ensure that you are providing the best support possible. Or, if you have to solve a similar issue again, you can refer back to the previous conversation.
Now that you have the message in Slack, you can respond directly to the customer from there. Just type in your response and hit send. You can also use pre-defined macros.
If you need any additional information, you can easily ask for it through the message thread. It eliminates the need to switch between different platforms.
Features of JustReply ticketing system
The following features of JustReply make your ticketing system even more efficient:
The issue with a manual system like Excel is that it relies heavily on human input. One, it's time-consuming. Two, there's a risk of error. On the other hand, an automated system like JustReply's has several benefits.
Wrapping up, we've established that automated ticketing systems are better equipped to manage customer support requests than simple Excel spreadsheets. JustReply is one such system. Its integration with Slack means you can:
Give JustReply a try to see how it transforms customer service.