conversations or tickets your email client knowledge base your website

Streamline intake Provide feedback Improve experiences with reporting Triage customer issues

Ticket pipeline Commitment between a service provider and a client Understanding of the amount of time it takes a company to solve a problem Agreement between two competing companies

If your tickets go through different stages If you provide multiple products or services If you have multiple customer service agents If your tickets have different priorities

If human bandwidth is a constraint If the cost of making a mistake is low If you get a lot of standard questions All of the above

It’s cheaper for your company. Customers can get immediate help for complicated issues. In general, customers prefer phone support to any other type of support. All of the above

Average ticket response time Average ticket response time by rep Ticket volume by category All of the above

Feeling and thinking Doing and looking for Doing and feeling Doing and planning to do

employee promoter renewal marketer

If they sell to multiple personas that go through different processes If they sell multiple products or services If they have multiple customer-facing teams Never