Adrian Swinscoe

FEBRUARY 3, 2023

Tony joins me today to talk about Player […] The post Imagine having to type a ticket using a gaming console – Interview with Tony Adams of Supercell first appeared on Adrian Swinscoe. Today’s interview is with Tony Adams, Product Manager at Supercell, the global gaming company based in Helsinki, Finland.

Gaming 190

Gaming 190

Doing CX Right

FEBRUARY 3, 2023

Get Golden Ticket To invite-only Customer Experience Event covering airfare, hotel and event costs. The post Golden Ticket to Customer Experience Event appeared first on Doing CX Right. Only for DoingCXRight subscribers this week. Learn details and register for drawing by Feb 9.

Customer Experience 98

Customer Experience CX Customer Service 98

Doing CX Right

JULY 7, 2023

Get Golden Ticket To invite-only Customer Experience Event covering airfare, hotel and event costs. The post Golden Ticket to Customer Experience Event July 2023 appeared first on Doing CX Right. Only for DoingCXRight subscribers this week. Learn details and register for drawing ony July 10.

Customer Experience 97

Customer Experience CX Customer Service 97

Logicalware

NOVEMBER 5, 2021

Ticketing systems help customer service teams to manage, prioritise and track customer requests. As your business or contact centre grows, you may require a ticketing system to help manage your customer service and support requests. What is a ticketing system? low, normal or high) Status (e.g. documents and photos) Timeline (e.g

Case Management 89

Case Management Outlook Social Media Omnichannel 89

Intercom

MAY 16, 2024

This week on The Ticket podcast, Intercom’s Senior Director of Human Support Bobby Stapleton and Director of Customer Support Operations Anthony Lopez break down how our own Customer Support team got started with AI. How you ramp up is entirely your call.

AI 52

AI Customer Service Start-ups Technology 52

Customer Service Life

MARCH 13, 2023

Now looking at tagging within your ticketing system, more tags is not necessarily better. My team happens to use Zendesk — and like many systems for supporting customers, we have the ability to add relevant tags to tickets. What are ticket tags, you ask? What are tags? How are tags created and added? Absolutely not!

Social Media 96

Social Media Gaming Start-ups Customer Satisfaction 96

CSAT.AI

MAY 3, 2023

Today we’re following up on our improper ticket closing blog. What happens to a ticket before it reaches the closing stage (if it ever does) impacts metrics and CX too. These are six ticket handling problems to avoid. This is similar to wrong information or not enough information logged in the fields of the ticket.

CX 77

CX Sentiment Analysis AI Customer Relationship 77

TeamSupport

APRIL 23, 2024

The constant barrage of support tickets can often feel like a relentless wave, threatening to overwhelm even the most seasoned support teams. From ticket routing and follow-up emails to managing notifications and constant updates, these necessary yet monotonous activities can drain the spirit and creativity of your support team.

Actionable Insights 40

Actionable Insights Innovation Customer Satisfaction Customer Expectations 40

CSAT.AI

APRIL 19, 2023

Closed tickets are happy customers. Just like a fast moving deli counter, it’s true that the faster tickets are closed the better CSAT tends to be. Improper ticket closing gets in the way of not only CSAT, but other reporting as well. Improper ticket closing gets in the way of not only CSAT, but other reporting as well.

Sentiment Analysis 71

Sentiment Analysis AI Customer Service Customer Satisfaction 71

TeamSupport

MAY 2, 2022

These solutions require more than just dedicated customer support teams – without the necessary features, a ticketing software solution is hampering your efforts. Ticketing software goes far beyond just addressing customer issues, it forms the backbone of customer support operations.

Customer Satisfaction 98

Customer Satisfaction Customer Service Customer Experience 98

Qmatic

NOVEMBER 23, 2023

The need for flexible, comfortable, and convenient solutions is on high rise across industries, and virtual queuing with mobile tickets is a progressive solution. It is possible to increase the use and application of mobile tickets.

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RateMyService

OCTOBER 15, 2023

Introducing Tickets — A New Way to Enhance Customer Experience We are thrilled to announce a significant update to our Experience Management Platform: Tickets. Tickets enhances the way you manage disgruntled (or passive) customers and turn their negative experiences into positive ones. Key Features of Tickets: 1.

Close the Loop 52

Close the Loop Customer Experience Actionable Insights Customer Retention 52

Shep Hyken

OCTOBER 15, 2021

Maulik Shah is the founder of DeskXpand , A full-fledged ticket management system that comes with the right tools to provide a seamless and cost-efficient customer experience. He shares 7 benefits that the support ticket system can provide for your business. Here are the benefits that the support ticket system has to provide you: .

Start-ups 84

Start-ups Customer Experience 84

Zendesk

JANUARY 4, 2022

The fact that 73 percent of consumers plan to continue using new support channels only makes ticket management more complex. Ticketing systems. Ticketing systems document and track customer issues and interactions, making it easier for customer service teams to manage their support cases. What is a ticketing system?

Manufacturing 98

Manufacturing Social Media Innovation Customer Satisfaction 98

Customer Think

OCTOBER 28, 2021

Unfortunately, a lot of businesses spend countless hours managing customer support tickets when they could be using their valuable time and resources creating an online knowledge base to delight (and educate) customers. As a thriving business, you are always looking for new ways to keep your customers satisfied and coming back for more.

Education 111

Education Technology Technology 111

Help Scout

AUGUST 22, 2023

A support ticket system treats customers like numbers, not people. That’s why our help desk calls customer interactions “conversations,” not “tickets.” Read the full article

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Intercom

APRIL 18, 2024

This week on The Ticket podcast, our very own Senior Director of Human Support Bobby Stapleton and VP of Customer Support Declan Ivory discuss their experience using Fin AI Copilot so far. Our own Support team and early beta testers have been using Fin AI Copilot for quite some time now, and seen firsthand just how impactful it can be.

AI 52

AI Start-ups Innovation Customer Service 52

Intercom

MAY 1, 2024

AI is changing all that. Not only is it transforming the day-to-day work of support agents, it’s creating entirely new roles and career paths for them to explore.

AI 52

AI Customer Service Technology Technology 52

Help Scout

JANUARY 27, 2022

The best way to get started is with a help desk ticketing system. Keeping customers happy requires a well-functioning customer support strategy. Read the full article

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Intercom

MARCH 28, 2024

This week’s guest on The Ticket podcast, CX author and speaker Stacy Sherman , is an expert at turning that aspiration into reality. They all add up, and the customer’s experience needs to be consistent across all of those touchpoints, or there’s a real risk that they’ll get frustrated – and ultimately look elsewhere.

Customer Experience 52

Customer Experience Touchpoint AI CX 52

Intercom

OCTOBER 25, 2022

That’s exactly what we aimed to do with our new tickets product – taking a new perspective on the long-established ticketing system. What are tickets? A ticketing system collects every customer support interaction, whether it comes via a messenger, email, or other channel. Our ticketing system philosophy has evolved.

Start-ups 59

Start-ups Customer Service Customer Experience 59

Shep Hyken

AUGUST 12, 2022

She shares how you can reduce customer support tickets and enhance customer experience. The last thing you want in your business is to face an increased number of customer support tickets. . Here is how you can reduce customer support tickets and enhance CX: . Prioritize support tickets . Merge support tickets.

CX 65

CX Omnichannel Social Media Customer Journey Map 65

Help Scout

SEPTEMBER 21, 2023

Looking to create a ticketing system using Jira? Read on to learn about three different ways your team can use Jira to create, organize, and manage tickets. Read the full article

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Intercom, Inc.

DECEMBER 14, 2022

Tickets: a new way to use Intercom . This year, we released the only messenger-first ticketing solution on the market, so you can provide personal, in-context resolutions to any type of customer query within Intercom. Tickets have been one of our most common customer requests. – Erik Wantland, Director of Support, Copper.

Customer Satisfaction 104

Customer Satisfaction Customer Feedback Gaming Customer Service 104

Intercom

APRIL 11, 2024

This week on The Ticket podcast, our Senior Director of Automated and Proactive Support, Ruth O’Brien , and our Senior Product Marketing Manager, Olivia Singarella , dive into what Fin AI Copilot is and what big customer problems inspired us to create it. Every support rep wishes they had their own personal AI assistant in the inbox, right?

AI 52

AI Gaming Customer Service Customer Experience 52

Intercom

MARCH 7, 2024

In the latest episode of The Ticket podcast, our Director of Human Support, Bobby Stapleton and Declan Ivory , our VP of Customer Support, unpack this evolution.

AI 59

AI Customer Service Engineering Voice of the Customer 59

Intercom

APRIL 25, 2024

This week on The Ticket podcast, Intercom’s Senior Director of Human Support Bobby Stapleton speaks with Mercer about just how significantly AI is changing the CX space, and why transparency and trust are crucial ingredients in the recipe for AI success.

AI 52

AI CX Customer Service Technology 52

Intercom

MARCH 21, 2024

This week on The Ticket podcast, our Director of Automated and Proactive Support, Ruth O’Brien , and our Director of Human Support, Bobby Stapleton , dive into the importance of creating a culture of knowledge management for unlocking AI success and delivering a great customer experience.

AI 52

AI Engineering Start-ups Sales 52

TeamSupport

OCTOBER 25, 2019

You get a support call escalated to you one minute, your boss tells you to call a different customer the next, and a few minutes later three new tickets hit your inbox, all with totally different issues. How do you and your team stay organized with your tickets when they’re flying in from everywhere?! Don’t worry! Bug reports via chat?

B2C 60

B2C B2B Start-ups Customer Satisfaction 60

Knowmax

JANUARY 7, 2022

The post 5 reasons why you should adopt ticket deflection at your contact center appeared first on Knowmax.

Contact Center 98

Contact Center Customer Experience 98

Comm100

MARCH 30, 2021

For any issue that can’t be resolved then and there, a support ticket system is crucial. What is ticketing? Ticketing is the process of tracking customer queries – from first contact all the way through to resolution. With a support ticket system in place, each new query creates a new ticket.

Customer Service 52

Customer Service Social Media Omnichannel Healthcare 52

Customer Think

FEBRUARY 14, 2023

However, managing a high volume of tickets and providing quick, efficient support can be a challenge. This article takes a closer look at the tips and tricks for crushing a high volume of tickets and […] Customer support is a critical aspect of any business and can make a significant impact on customer satisfaction and loyalty.

Customer Satisfaction 60

Customer Satisfaction 60

Customer Think

DECEMBER 6, 2022

When tickets keep pinging into their inbox, it’s easy for customer service teams to feel overwhelmed. If you’re regularly handling a large volume of tickets, you’ll […].

Customer Service 56

Customer Service Customer Experience Contact Center Technology 56

RateMyService

JANUARY 18, 2022

Easily connect your ticketing platform to directly engage with dissatisfied customers, initiate service recovery and reduce churn As you collect feedback, you’ll likely reach out to your customers for further engagement. It may be to better understand their feedback. If they've had issues with you, it may be to get their issue resolved.

Customer Experience 52

Customer Experience 52

Knowmax

JANUARY 7, 2022

5 reasons why you should adopt ticket deflection at your contact center.

Contact Center 97

Contact Center Customer Experience 97

Help Scout

AUGUST 22, 2023

Learn how an email ticketing system can help, and view our picks for teams looking to make the switch. Need to get your company email in check? Read the full article

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Comm100

JULY 5, 2021

That is, unless you have a robust, omnichannel, and hopefully free, IT ticketing system. The good news is that there are many great support ticket systems on the market. And yes – you can get all that (and more) in some free IT ticketing software. The number of free users & tickets. Omnichannel capabilities.

Social Media 59

Social Media Omnichannel Customer Acquisition Customer Service 59