Customer Support: Ticket System vs. Email
by Melody
There are several ways to offer customer support but two popular options are through email and online ticket systems. Though both have their benefits, I find that using a ticket system is a much easier and efficient way of doing it. Here’s why:
- Tickets are not caught in spam filters
- Ticket systems have options for using visual verifications to block spam, thus cutting the time spent on customer service
- Email programs crash causing information to be lost, creating chaos for weeks
- Ticket systems save everything in a history that you can search through with ease
- Emails accidentally get deleted. Ticket systems typically take two steps to delete
- Email addresses tend to be blacklisted therefore my reply doesn’t reach the customer
- My clients (or another assistant) can jump in and answer questions if I’m on vacation or get stuck on something.
- My clients can monitor my replies in the beginning to ensure I’m answering correctly.
- I handle multiple addresses for multiple clients & it can become overwhelming at times to have 20+ accounts set up. With a ticket system, I can manage multiple departments/addresses with a single log in.
- I can access it from any computer at any location and only have to remember one url and login detail.
Although ticket systems are my preference, there are times when email just makes more sense. These would be:
- When you cannot afford a ticket system
- When you need someone to jump in immediately and cannot wait for setup
- When you don’t receive enough customer support email to justify the price
- When you’re just getting started and need time to gauge the amount of service requests you receive
Regardless of which way you choose to handle your customer service, keep in mind that it doesn’t have to be permanent. If you start with one way and it doesn’t work for you, simply switch to something else and see if that works better. You may even find that a combination of the two works best.
If you are struggling to manage your customer support or simply dislike dealing with the public, we can help. We offer prompt, professional customer, affiliate and subscriber support.
Benefits of Outsourcing Customer Service
by Melody
As you grow your business, you’ll likely find your customer support needs increase too. Where it started out with a few emails a day, it may now consume much of your workday. It’s not uncommon for a successful business owner to spend two or three hours a day on customer service email.
When you outsource your customer service to a virtual assistant, your benefits can range from having additional personal time to having a quicker response time to customers’ questions or problems. Here are a few other benefits which may not have occurred to you:
• Your business functionality and image can improve.
• You can actually take a break from your business.
• You are more able to focus on new projects and strategies.
• Customers return because their problem or question was addressed quickly.
After you decide that you would like to benefit from outsourcing your customer service, there are a couple of ways you can go about doing this. The first is through email. The second is through a ticket system.
Basic email is often the first option a new or small business uses to handle customer service. Outsourcing this type requires that a virtual assistant set up your customer service account on his or her computer. Then they must download the email, usually several times a day.
There are several disadvantages with this basic email method. Correspondence may not be easy to track. Communicating with customers, who have certain addresses (such as AOL), could be difficult.
A support ticket system is the other option for customer support. A ticket system is a program which is downloaded to your server and managed from your site. Clients go to this customer support center to submit a ticket. When your customer service is handled by this method, your virtual assistant will sign in and take care of everything through the system.
The disadvantages with this method are few. The advantages are that all support is handled and stored in one place; communications are easier to track; multiple people may sign in and manage different accounts; and if your virtual assistant has an emergency, you can easily have someone else manage your customer service until your VA returns.
Whichever method you choose to handle your customer service, it can be outsourced. If you would like more time, satisfied customers, or an improved business image let us manage your customer service tasks.