Improving Customer Service – Our New Ticketing System

June 30, 2011

Abica’s new ticketing system designed to streamline client support through the simple medium of email.

How it works for you: Responsive

When an email is sent to support@abica.co.uk you are met by an immediate response from Abica explaining that your email has been logged and a client services representative will be in contact shortly.

How it works for us: Expedient

Each ticket is received to the “unassigned” category, this is constantly being watched by the CS team. When the ticket is received it is assigned to the relevant department to deal with.

How it works for you: Informative

Customers can be updated every step of the way no matter if it is an order, issue or any other request and they will be notified by email if any updates are made to this request. If the customer responds to a ticket, Abica are informed of this quite clearly on the system because the ticket turns yellow to indicate that the customer has sent an email back, in addition to this the CSR who has been assigned the ticket also receives an email.

How it works for us:  Thorough

Notes can be added at any point during the process and the customer will not receive these, these are obviously for internal use.

How it works for you: Continually Updated

Customers can also login to the Kayako portal once their initial support request had been received and check their status updates from there.

How it works for us: Fail-safe

There is a failsafe system within the ticket system whereby if a ticket of a certain nature isn’t answered within a certain time it will escalate to a higher management level to ensure that the client is getting the focus that they deserve.

We hope that this new system will add even more value to our offering and level of service that we promise to all of our customers.

Written by abica

Abica is a Glasgow based business telecoms and IT provider. Together with our IT Division, pcr, we provide businesses with a full range of high quality telecoms and IT products and services tailored to fit around your business.

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