Today’s customers are very demanding. They expect you to be everywhere, so they can get quick support whenever needed. These are called touchpoints, where your customers want you to touch them for support and service.
Modern Helpdesk Systems provide functionality that allows all these touchpoints. In Episode #4, we will discuss all these touchpoints in detail. Previous episodes can be found here.
Manual Ticket Creation
Call (IVR) to Ticket
Email to Ticket
Chatbot to Ticket
WhatsApp Chatbot to ticket
SMS to Ticket
Customer Support Portal
Customer Support Mobile App
Social Media Comments on Ticket
In-App ticket creation
“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” – Steve Jobs, former CEO of Apple. Modern multi-channel helpdesk systems like Sangam Helpdesk CRM allow you to do that.
Manual Ticket Creation
This is the most often used mode of ticket creation, especially by small businesses.
Often, this is the most straightforward option for Walk-In customers.
Here, the tickets are created by the support staff.
Call (IVR) to Ticket
Visualise this: the customer calls your phone number, listens to IVR, selects some options – regarding the product or problem or language selection, etc.
Since the IVR (Call Center solution), a ticket is automatically created and also assigned to particular team members based on the IVR Options selected.
Sometimes, after the IVR call lands with the concerned Agent (Team Member)
The ticket is also linked to the customer’s contact (if the Phone number Matches).
Here, the ticket is not created manually by the support team but by automation based on the customer’s actions.
This is a good time and cost saver.
Even a missed call to a ticket is a good option in various high-volume scenarios. It works on a call-back mechanism.
Email to Ticket
The customer sends an email to your designated email ID(s), e.g., support@enjayworld.com
This email is handled directly by the Helpdesk CRM system.
A Ticket is automatically created and assigned to the concerned team member based on the content and context of the email.
The ticket also gets related to the customer’s contact (if email ID Matches).
An automated resolution email can also be configured based on the keywords in the email. But with the advent of AI features, an AI-generated resolution is much more effective than regular templates.
Chatbot to Ticket
Many companies deploy chatbots for customer service.
With AI-powered chatbots, everything is becoming more and more valuable.
These chatbots are either on the websites or in apps. We have worked with GeM on one such project.
These chatbots first try to provide a proper resolution. If unsuccessful, they ” hand over” the conversation to a “Real human.”
The helpdesk system records the chat conversation after identifying the customer. If it resolves the ticket, it will mark it as closed.
This is much more useful than email, however email to ticket is more omni-present.
WhatsApp Chatbot to ticket
WhatsApp is one of the most commonly used Instant Messaging systems worldwide.
With WABA (Whatsapp Business API), WhatsApp chatbots are becoming increasingly valuable.
The rest of the logic for this support system is the same as for “Chatbot-to-ticket,” with the only difference being the WhatsApp platform.
SMS to Ticket
This is quite an old way, but it is still used in many high-volume systems.
A robust and reliable call-back system generally backs this.
The Helpdesk system creates a ticket based on the sender’s number and the message.
Customer Support (Web) Portal
This is especially useful if you have a massive number of customers.
Sangam CRM has a unique customer portal mode.
Customers can create tickets on this portal with or without login.
Customers can also access other features like previous ticket history and other updates about the products they are using.
We can also call this a self-service portal for customers.
Customer Support Mobile App
The customer Support mobile App is very similar in functionality to the Support web portal.
Mobile app provides much better because of their functional ease and acceptance.
Social Media Comments on Ticket
This feature is one of the most desired but seldom available as you want.
Many people think the CRM system should be able to SCAN the customer’s social media feeds or comments and create tickets independently, using all the information from the customer’s social media profile.
But it does not work so, especially at a lower cost.
In-App Ticket Creation
One of our Customers, who is a very large Tally Partner, created a small Tally TDL (Customisation) that allows their users (customers) to create tickets directly from inside Tally.
It also attaches a screenshot of what they were doing at the time of the error.
What do you think, which one of the above mechanism is your favourite?
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