Most customer service tools were built for a bygone era which no longer meet the needs of today\u2019s customer. Customer service software is outdated, fragmented, slow, and prevents support teams from delivering exceptional service.<\/p>\n
We\u2019re changing that. <\/span>Intercom is a complete human and AI-powered customer service platform that delivers faster, more personalized support at scale<\/span>.<\/span><\/p>\n In the past year, <\/span>83% of support teams<\/span><\/a> have seen customer expectations increase. Meeting those expectations means reimagining the way things have always been done, and reshaping familiar support processes to suit a fast-paced, online-first world.\u00a0<\/span><\/p>\n That includes integral tools like ticketing systems. Tickets have been a core part of customer service for decades \u2013 and for good reason. But when it comes to online businesses, ticketing systems are mostly impersonal, unresponsive, and utilitarian.\u00a0<\/span><\/p>\n Tickets are a way of keeping track of customer requests, and the actions taken in response, within a ticketing system. The system labels the interaction with an identifying number, issues that ticket ID to the customer, and keeps track of the ticket as it works its way through the behind-the-scenes resolution process, which might require the involvement of multiple teammates.<\/p><\/blockquote>\n See? Even the definition of a ticket seems a little cold and impersonal. And until now, support tools have taken one approach to tickets with very little variation, making them more complicated and unintuitive than they need to be.\u00a0<\/span><\/p>\n The term \u201cticket\u201d comes from the physical world where, for example, you take your coat to a cloakroom or the dry cleaners, and chat to an attendant who takes the item and attaches a ticket so they can identify it among other peoples\u2019 clothes. You receive a counterfoil of the ticket so you can eventually collect the right coat.<\/span><\/p>\n When tickets became digital, delivered through email-based help desks, that personal experience took a backward step and the opportunity to deliver a better customer experience was missed:<\/span><\/p>\n Treating your customer as a number in a queue is now an outdated way of providing support. At Intercom, we\u2019ve always believed that support should be conversational. Even the largest online business can make a customer feel special if it takes the right approach with the right tools.<\/span><\/p>\n As our VP of Customer Support, Declan Ivory, said in our <\/span>Customer Service Trends Report 2023<\/span><\/a><\/em>, \u201cSupport leaders are looking for strategic ways to improve the customer experience without sacrificing the employee experience, which may have already been affected by things like low morale, inefficient workflows, and disconnected technology.\u201d<\/span><\/p>\n Modern customer service technology is an integral part of any customer service strategy, as well as customer \u2013 and team \u2013 satisfaction. Over the course of many conversations, our customers have told us what they\u2019re looking for in a ticketing system \u2013 and how we could improve ours to meet the needs of a modern support team and its customers.\u00a0<\/span><\/p>\n In the end, it comes down to three simple requirements:<\/span><\/p>\n It sounds simple, and yet customers have told us that some support tools make it difficult to escalate complex queries and requests within a customer conversation, manage customer expectations and provide updates, or collect information and important context from a ticket.<\/span><\/p>\n Our answer: Customer tickets<\/b><\/p>\n Keep your customer at the center of every process by easily creating a ticket within any conversation, and continuing the conversation seamlessly. Customers can see that the ticket has been created, keep up with all updates, receive automatic progress notifications via email, and revisit the \u201ctickets\u201d section of the Messenger<\/a> whenever they want to check in on their ticket\u2019s progress.\u00a0<\/span><\/p>\n If your customer would rather not start a conversation, they have the option to submit a ticket right there in the Messenger or in the product itself.\u00a0<\/span><\/p>\nWhat are tickets and how are they evolving?\u00a0<\/span><\/h2>\n
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Creating a seamless ticketing experience for your customers<\/span><\/h2>\n
1. I need a way for my customers to lodge a request and to keep track of its progress. <\/b>
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