Introducing Tickets — A New Way to Enhance Customer Experience

We are thrilled to announce a significant update to our Experience Management Platform: Tickets. This powerful addition allows you to handle customer concerns and issues efficiently.

Tickets enhance how you manage disgruntled (or passive) customers and turn their negative experiences into positive ones. Faster issue resolution and efficient customer engagement will help you recover disgruntled customers swiftly and transform them into loyal, satisfied patrons.

Key Features of Tickets:

1. Seamless Ticket Creation: Every time a customer expresses dissatisfaction, a new ticket is automatically opened, providing a dedicated space to address their concerns. This ensures that no customer concern goes unnoticed.

2. Closing the Loop with Customers: Our ticketing system empowers you to engage with your customers and update them on progress.

3. Prioritization and Tracking: Assign priority levels to tickets, ensuring that the most critical issues receive immediate attention. Monitor the time it takes to close each ticket, helping you effectively manage your customer service resources.

4. Assignment and Escalation to Team Members: Automatically allocate tickets to different individuals within your organisation, ensuring that the right person handles each issue. Create escalation rules so that unresolved tickets are closed quickly.

5. Visual Insights: Our platform provides various visualisations to help you understand ticket status, priority, and ageing.

Getting started with tickets

1. Enable ticketing by activating the relevant toggle under ‘Alerts’ for your core account under ‘Manage your team’. If you’ve already integrated our platform with your existing ticketing platform, you’ll want to continue using that platform for ticketing.
2. Once enabled, tickets will be created for disgruntled (or passive) customers. Ensure you’ve activated alerts for these types of customers under ‘Alerts’.
3. You’ll find Tickets under ‘Review insights’. By default, all new tickets are created with an ‘Open’ status and a ‘Not Assigned’ priority. Tickets are also not allocated to team members unless you set up auto-allocation rules (see below).
4. Clicking on any ticket allows you to modify these and have a conversation with your team members to ensure a successful ‘close the loop’ process.

Auto allocating and escalating tickets

You can automatically allocate and escalate tickets. To enable this feature:

Set escalation times for ticket priorities within the core account (under ‘Manage your team’).

For each of your team member, set their escalation point. You can also set how tickets can be automatically allocated to a team member. For example, you can enable branch managers to receive alerts and tickets for their respective stores.

Understanding ticket analytics

Ticket analytics help you understand the status, priority and age of your tickets at a glance (snapshot analytics), or across different team members (decompose by users) and to understand trends over time.

This release represents our ongoing commitment to helping you achieve excellence in customer experience management. We are dedicated to providing you with the tools you need to streamline your support processes and increase customer retention. For assistance or questions about this update, please don’t hesitate to reach out to our team.