A Ticketing System is crucial for both your business and customer service

 We have a small team of four individuals in customer support, two of whom have been with us for the past seven years. They are proactive, and often customer issues are resolved before they reach me.

However, with the introduction of our new CRM product, I found it surprising that customers were not voicing complaints about bugs, lack of features, or anything else. We typically only receive 1 or 2 tickets per week for support.

During a meeting, I discovered that they had been providing their personal phone numbers to customers and resolving issues via WhatsApp or phone calls without logging them. While they felt pride in providing instant solutions and ensuring customer satisfaction, we were missing out on valuable opportunities to enhance our software through customer feedback.

We were failing to capture data on customer issues, affected modules, encountered bugs, and other critical metrics essential for software improvement.

I had to intervene and instruct them that no support should be provided without a support ticket number. Although they complied, customers became frustrated because they were accustomed to receiving instant support and now had to navigate an unfamiliar process.

It took nearly three months, but eventually, things began to streamline. We started receiving daily support tickets, allowing us to identify which customers were experiencing the most issues, where these issues were occurring, and what steps we should take to address them.

Regardless of your company’s size, implementing a support ticketing system is essential if you genuinely want to understand your customers’ needs and tailor your services accordingly. This principle holds true even for solo founders, as the practices established today will shape the future culture of your company.

We use ZNICRM Helpdesk software if you are interested on how we track the matrices.

Full disclosure: The software is built by our company.