In the field of customer support, low-touch and high-touch interactions are two distinct categories. While the former is useful for typical questions, the latter is best suited for complex issues. The difference, as the names suggest, is in the amount of actual human interaction.
A customer self-service portal or FAQ on the company website suffice for the simplest queries. Customers find all the necessary information by themselves. However, automated systems may only deal with a limited number of standard issues. When how-to articles are insufficient, high-touch interaction is key.
Value of High Touch
Customer calling a support number are rarely happy to hear an automated merry-go-round with pre-recorded voice commands. This is especially annoying for dissatisfied customers, as robotic interaction lacks human empathy. Despite technological advances, we still prefer real human interaction. Customers need personalized service, and complicated matters have to be resolved by the support team.
However, it is not enough to set up a call center with live operators. You need to ensure that issues are resolved with high standards of speed and accuracy. This is where efficient ticketing systems are a must.
Understanding Ticketing Systems
Nowadays, most companies opt for ticket triaging programs. These are based on machine learning, and its purpose is to track and solve issues. The software creates and manages lists of problems reported by customers and solutions to common issues. It also stores information on each individual customer and past conversations.
Such support software is similar to the so-called “bug tracker”. Its key element is a ticket generated by a help desk or call center. This includes a report on a problem, its status, and related data. A ticket usually has a unique reference number, which helps to find, alter or communicate the request status.
A ticketing system will streamline support and guarantee that all queries are addressed. The process includes five main stages:
- A customer sends a report by any available channel (email, telephone, chat or online form).
- The report is registered in the database. Both the user and the responsible manager receive a notification.
- If the error is identified immediately, the question is answered and the ticket is closed.
- If the error is new, it is forwarded to the product team for resolution.
- Finally, the new error is recorded in the bug tracking system, and the ticket is eventually closed.
Thus, effective ticketing systems are essential for companies selling goods or services. When customer support meets the highest standards of experience and accuracy, it ensures positive feedback. And genuine customer satisfaction leads to repeat business and higher profits in the future. With suitable ticketing software, you can be sure that all problems are resolved in a timely and effective manner.