Live Chat Agent
  • Why LiveChatAgent.com
  • Frequently Asked Questions
  • Pricing
  • Start now
Posted on July 28, 2022 by lcasite

The best tips to handle support tickets faster than ever

A support ticket is commonly used in an organization’s customer support center to create, update, and resolve reported customer issues, or even issues reported by that organization’s other employees. Generally, staff receiving a query from a user would fill out a small card with the user’s details and a brief summary of the request and place it on a list of pending queries for an appropriate person. Support tickets help resolve queries that are impossible to handle in a single attempt. Since it eventually affects customer satisfaction, so, the entire process needs to be speedy. Here are some useful tips that can help speed up the entire process:

Offer self-service:

This is one of the most effective strategies that help handle support tickets faster. Offering self-service to your customers can help empower them and makes it easy for them to find a resolution to common questions. For this, you need to set up a searchable knowledge base. Further, answer a question one time and publish it to the knowledge base. Keep a track of the questions that you answer so that you do not have to answer them again.

Assign the task to an efficient agent:

Consider delegating the task of handling the support tickets to someone whom you find capable of dealing with the same. Avoid assigning such tasks to someone who is likely to pass the support tickets along. There are instances when the cases are too difficult and nobody is willing to take up the responsibility. In such cases, you can make it your priority to find a solution.

Shorten the entire process:

Shortening the support process is yet another way of handling support tickets in a faster manner. Businesses can achieve this by making higher tiers more specialized. This eliminates the process of going through a generalist before reaching the specialist. Thus, you can funnel certain issues directly to specific customer service specialists for a faster resolution.

Automate:

You can consider automating the workflow process. It not only eliminates the tedious parts of your job but also enables you to stay on top of incoming requests. Workflow automation ensures that the tickets are assigned to an appropriate person and notifications sent whenever a ticket becomes overdue. It decreases the chances of human error and hence speeds up the handling of support tickets.

Mention the required details in the support tickets properly:

It is necessary to include all the necessary information in the tickets so as to facilitate a faster handling of support tickets. Therefore, make it a point to clearly mention the address, phone numbers, order IDs, client IDs, and detailed issue so as to eliminate wasted back-and-forth communications.

Categories24/7 customer support, 24/7 live chat agents, business, generate leads from website, improve customer support, increase website conversion, live chat agents, live chat for the e-commerce website, live chat for website, live chat support for website, proactive chat for website Tagscustomers, handling support tickets, queries, service, support tickets

Leave a Reply

You must be logged in to post a comment.

Post navigation

Previous PostPrevious 6 Clever tips to improve social media customer support
Next PostNext All that makes up for an effective market research for your business
<


Sign up for a 7-day FREE trial and start growing your business.

No credit card required. No obligations. Cancel anytime.
Please enter your first name
Please enter your last name
Please enter your work Phone number
Please enter your work email
Please enter your website URL
About us

Established in 2005, Live Chat Agent has been a leading provider of 24 x 7 live chat service to business from varied industries and all over the globe. We excel at lead generation, customer service, and post-sales support chat services.

Our live chat product offers all features that your business will need not only to engage with your audience but also help you generate more leads in real-time. If you do not have someone to take care of your chats in-house, feel free to contact us.

PRODUCT
  • Sign Up for a 7-day Free trial
  • All Features
  • Live chat features for you
  • Live chat features for your visitors
  • Reports & Tracking
  • Get A Custom Quote
  • Why Live Chat?
COMPANY
  • Blog
  • Become a Live Chat Reseller
  • Privacy Policy
  • Terms of Service
  • Cookie Policy
Social Links
  • sales@livechatagent.com
  • Facebook
  • Twitter
  • Linkedin
  • Google
© LiveChatAgent. All Rights Reserved.