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 s...