That’s why Help Scout doesn’t look like an explosion in a spreadsheet factory, and it’s why people often tell us they love getting help from support teams using Help Scout. When your support team is empowered to have conversations with customers, you create room for the different, special, and delightful kinds of human interactions that a help desk ticketing system can’t foster. No one needs to explain what a conversation is. Inviting conversations into customer support
Ffxiv customer support ticket status software#
No ugly customer portals, no “# Please do not write below this line #” or “Re: CASE#00068694A60000Cgre:ref” email subject lines - it’s customer service software that doesn’t feel like customer service software. We designed Help Scout to be a help desk that understands that customer experience comes first. There’s no ticket number to remember or customer portal to log into. When you respond to your customers from Help Scout, they receive a normal email. On the customer’s side, all they see is a friendly email. With Help Scout, you have all the power of a customer ticketing system behind the scenes while still maintaining a great experience for your customers. Instead of having a conversation it made me feel more like a task to be checked off. When you label your customer with a number, they feel treated like a number. Optimize for humans, not machinesĬustomer portals - where people seeking help need to register and sign in to a support ticket system - were designed to make things easier for companies rather than the customers those companies are actually serving.īut in the end, failing to put the customer first is a net loss for companies. The software they use should support that personal approach, not undermine it through language and design. Great customer service teams understand their job isn’t about “resolving tickets.” It’s about helping people. Would you rather be treated as a ticket, or as a person? – Nick Francis, CEO As easily as “CASE#00068694A60000Cgre:ref” rolls off the tongue, we think we can do better. When we built Help Scout, choosing to say ‘conversations’ instead of ‘tickets’ informed so many of our decisions, like simplifying the customer portal and removing ugly ticket numbers that are mostly there for computers to read.
Rather, we wanted to highlight the difference in feeling between robotic transactions and human interactions. The choice to call customer interactions “conversations” as opposed to “support tickets” didn’t come lightly or as a way to stand out. Is a conversation the same thing as a ticket? If not, what are the differences? Is this just another example of a software company getting a little too precious with its nomenclature? We’ve had customers ask about why we use the term “conversations” to describe what our help desk does. “conversations”Īt Help Scout, we don’t use the term “support tickets.” Instead, we refer to the interactions between customers and support teams as “conversations.”
This isolates customer requests so that nothing gets overlooked and makes it easy to search for and find specific interactions.Īnd while “support ticket” is a logical way to describe how support software works, it makes less sense when companies use the term in their interactions with customers. Each request gets its own unique ticket with a unique ticket number. When it comes to describing how support software works, the terminology makes sense. When the issue is resolved, the ticket is closed. Service representatives interact with customers by responding to support tickets. When customers have problems, they open support tickets.
“Support ticket” is a term popularized by support software to describe an interaction between customers and support teams. Customers rank Help Scout's support tools higher than Zendesk in nearly every category - and it's just a fraction of the price.Ĭompare side-by-side What is a support ticket?
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