4 Ways to Use Ticketing Software to Boost Customer Engagement

The customer service industry is massive. One report puts its worth at more than $350 billion.

And while some claim that it’s a confusing mess, there have been significant strides in recent years to help businesses provide better service than ever before. One such development is ticketing software.

What is Ticketing Software?

Simply put, ticketing software is a system that allows you to keep track of customer interactions and complaints by creating a ticket for each exchange. It’s also sometimes known as an issue tracking system.

The process for users is relatively simple, but as you’re about to see it’s also incredibly effective. It works by putting all of your information into a central database, which lets you track and measure your customer support in a very streamlined format.  

All of this is done with the goal of improving your customer experience and encouraging them to engage more with your brand. When you successfully improve a customer’s experience, it’s shown to have a dramatic impact on loyalty, satisfaction, and revenue.

But if you’re on the fence about using a ticketing software for your business, then you likely want a little more info about how a ticketing software can truly make an impact.

So check out these five impactful ways that a ticketing software can help improve your customer engagement.

Method #1: Cut Through the Clutter

When a customer contacts your support team, they’re looking for an immediate answer to their question. But that process isn’t always as straightforward as it should be, to the detriment of your customer experience.

The usual procedure for registering and resolving a complaint involves manually inputting customer information onto a complaint ticket. It’s like the episode from the TV show The Office where they build a tower from all of the complaint cards they’ve received.

Not only is that process tedious, but it’s incredibly time-consuming as well. And since it usually precedes the resolution of the complaint, that means your customer is still waiting.

That’s where ticketing software can make an immediate difference. One of the trademark elements of an effective ticketing software is the ability to use automated ticket creation.

Automating your ticket creation allows you to reduce the time you spend on data entry. That means you can focus on the problem and elevate your customer engagement.

You can also utilize ticket prioritization settings that allow your team leaders or customer service reps to set which tickets and issues are the most pressing.

For example, a complaint from a customer that generates more revenue may take longer but is still more important than a simpler fix from a smaller client. The ability to automate those decisions relives gridlock and allows your team to focus on the customer.

And by extension, ticket prioritization can also allow you to merge similar issues and develop template responses for common issues. If you can keep your customer service team free for more pressing problems, you’ll have a much easier time remedying serious complaints.

Overall, this lets you cut through the clutter and resolve tickets with speed and accuracy.

In the case of the retail grocer, Grofers, utilizing ticketing software helped them cut their resolution time from 24 hours to approximately one hour.

Grofers Freshdesk Adoption

That covers everything from complaints to suggestions, too.

Utilizing helpdesk ticketing software can cut down on how much time it takes to resolve customer issues, plain and simple. You’ll have more satisfied customers in no time.

Method #2: Keep Your Customer Up-to-date

When someone contacts your support team, they often want to know how quickly their matter can be resolved. In the past, that meant calling and often having some tense conversations about the progress made on their ticket.

These days, the ability to keep customers informed of their status is a lot simpler.

Updates via email or live chat have made this exceptionally easy, as keeping customers in the loop can be done quickly and with a lesser degree of formality.

In one case, utilizing live chat across all levels of business led to a 45% increase in conversions. That means more engaged customers and greater revenue streams for your business in the long run.

So while it may seem like a small detail, keeping dissatisfied customers in the know will mean the world to them.

It may even make them much more inclined to come back to your business in the future, which is always worth going the extra mile.

Method #3: Connect Where Your Customer is

Consumers these days can connect with your business from anywhere with a cell signal. And not only can they connect from anywhere, but they can approach you from a wide variety of channels.

But can your business connect back?

When addressing customer engagement issues, it’s incredibly important to have a variety of options. 75% of customers want a cross-channel shopping experience, which means they’re going to approach your business from more than one entry point.

If they can shop from any point but find they are funneled into one or two ways to register a complaint or bring you their issues, it doesn’t look good for your brand.

But ticketing software mitigates this by allowing you to use an omnichannel online ticketing system. This allows your customers to engage with your support team from anywhere on the web.

That includes over the phone, social media, email, or even live chat as we saw before.

This emphasizes speed and removes channel barriers that might frustrate your customer and ultimately lead them away from your business.

In RibbedTee’s case, this technology was a game-changer. They were able to unify their messaging across four different support channels that register more than 100 tickets each day.

That’s thousands of tickets each month from a variety of sources that get answered in short order with ticketing software. Without the right software, that’s a frightening amount of work that will likely go undone.

Method #4: Create a Unified Experience

Last but not least, ticketing software can create a unified experience no matter who is on the line with the customer.

Think about older customer support systems or CRMs that break information up into different areas. The representative trying to find and address the issue at hand would be required to click through older tickets and files to see what was done, which was both time-consuming and frustrating.

But modern ticketing software eliminates that problem by creating simplified bits of information in its proper context. A concise database of knowledge can help your customer service reps answer both simple and complex questions with ease.

For example, Hired used state-of-the-art ticketing software to help them create a whole company support culture that allows any employee to help any customer at any time. Their average customer has their issue fixed within eight hours of making the first contact.

By making everything easier to find, you can create a customer-centric culture that helps you engage more and lets your customers know they matter.


Ticketing software is a revolutionary way to streamline your customer engagement and boost engagement across the board.

By cutting through the clutter, you can prioritize problems and quickly solve the cases that are truly pressing.

And when you can keep your customers up to date, they’ll have a higher degree of satisfaction and be much more willing to stick around.

Plus, when they can connect through a wider variety of channels, you’ll be emphasizing to them that their problems really do matter.

In the end, you’ll have created a unified customer engagement experience that makes your brand stand out from the competition.

All of this can be achieved with ticketing software and would make a great addition to any brand struggling to stay ahead of their customer service complaints.

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