Chatbot Ticketing System; Brilliant Customer Support
Integration of a customized chatbot with a ticketing system in one place is an evolutionary feature.
What is a ticketing system?
Has your support team ever experienced overwhelming service requests? The customer support team has a crucial role in boosting customer satisfaction. Agents should be able to assign different customer issues to the relevant department or expert and store them alongside relevant user information. Customer service management requires plenty of effort to be carried out properly. Here we reveal how integrating a chatbot with a ticketing system can help your business.
To tackle the problem, all support teams must adopt a support ticketing system if your company is in the growing stage. A ticket is a customer request that archives all conversations and allows the customer and the agent an easy access throughout the process. From the moment you discover the issue until resolving it.
It is an automatic tool that can prioritize customer requests in a single place. Without having to move to the relevant digital communication medium, an agent can answer their message in real time from the helpdesk ticketing platform. That’s great, but you can get even more.
Imagine if you could have a Chatbot Ticketing System. You can have a centralized place for integrating your customized chatbot with the desk ticketing system.
Some other chatbot builders offer chatbot integration with the ticketing system. But they are not for free (maybe only a free trial), or they require integration with another platform. While at Tiledesk, we proudly provide this integration both at no cost and no third-party integration.
With Tiledesk, it’s simpler, faster, and free forever.
Advantages of Chatbots Ticketing Systems
Having automated answers
Many customer questions are simple and repetitive, and your chatbot can answer them perfectly. But some questions are complex. In these scenarios, customer requests will assign to the correct expert or department without human intervention. This means your agents will spend only on complicated problems.
Interaction with Knowledge Base
Chatbots use conversational AI to understand the customer’s problem and offer a solution through automated pre-saved answers and/or relevant Help Center articles. That’s awesome because customers need an instant answer. With this feature, they can quickly be satisfied without unnecessarily using the agent’s time.
Manage multiple requests with lower effort
The ticketing system lets your agents label and prioritizes tickets based on their importance while managing multiple cases at the same time. Sometimes, you can even segment tickets and resolve them all together to save time.
Keep records of all tickets for future reference
As previously mentioned, tickets represent automatically stored information in a single place. It is a knowledge hub that would be valuable for human agents to solve current problems and chatbots to train for future conversations.
A single thread for all conversation
Imagine your customer using different communication channels to address an issue. They may use phone calls, email, or send a message on WhatsApp.
How hard and confusing would it be for your agent to manage customer problems in this scenario? What if an agent deals with more than ten customers each day? At Tiledesk, we have already solved the problem.
The ticket would be centralized in a single thread, where all relevant data about the client and agent would be stored. The information would move together with the ticket even if it were to change hands between agents.
Integrated seamlessly
A chatbot and a ticketing system should be well integrated. You must build a reliable chatbot ticketing system integration to provide the appropriate information to the right person at the right time.
The integration of Tiledesk’s Chatbots and Ticketing Systems improves customer satisfaction rates. After analyzing the customer’s request, chatbots first provide an adequate response or helpful information. If the question is not resolved, chatbots will then send the customer’s request to a human agent as a ticket.
Remember that automation is the game changer in a ticket management system. Firstly, you must identify and implement automation for the most time-consuming operations. This can entail categorizing requests and creating departments for different terms (e.g. sales, support). Secondly, you combine your chatbots with the ticketing system with only one click.
We care about enabling our clients to use any technology of their choosing. Tiledesk provides multiple extension points, webhooks, and event-driven APIs.
Good news: if you already have a ticketing system, you can easily integrate it with the Tiledesk front chat widget and virtual assistant chatbot open source.
Tiledesk Developer Hub
How does the chatbot ticketing system work?
1- Customer Request
When a customer contacts you, Tiledesk Bot steps in to help. The chatbot will scan the text to understand the customer’s needs.
2- Instant Answer
Tiledesk chatbots use the power of Artificial Intelligence Technology to find the most relevant answer in multiple languages. They can seamlessly and instantly answer perfectly some repetitive questions instantly. According to some studies, 30% of customer questions are redundant, and chatbots can deal with them. Also, chatbots can be trained and respond to more questions on the go.
3- Knowledge Base Articles
In some cases, if chatbots cannot provide the correct answer instantly, they would nonetheless offer relevant solutions from the knowledge base (aka the Help Center). Combining chatbots with a knowledge base will strengthen your customer experience. And you can simply connect your own knowledge base with Tiledesk if you already have one.
4- Deflect to Agent
If the client’s inquiry is somewhat complex and requires further assistance, the chatbot will hand over to a human agent the entire conversation as a ticket. So that the agent can quickly respond to the customer.
Interestingly, feedback can be automatically collected throughout to better train and tune the chatbot for the following conversations.
5- The Ticket is Solved
Once your customer has been successfully supported, the ticket could well be closed.
If Not
If the ticket cannot be solved immediately and needs a dedicated follow-up, the ticket status can convert from online to offline. Thanks to a recently released feature at Tiledesk. When a ticket converts to offline, it will keep the same ID but manage as an item with less rapid response times.
In this case, smart assignment settings for SLA and queue management will automatically disable by our system. This feature will allow live agents to focus on new incoming conversations and, simultaneously, not lose track of a more complex issue to resolve, for which they may require a teammate’s support.
