How to Create a Customer Support Ticket That Knocks It Out Of The Park

Many consumer experience trends show customers have higher expectations from customer support teams. They expect exceptional experience, faster resolution, and quick responses. To meet and exceed these expectations and ensure stronger connections, you need to know how to create better customer support tickets to help your customers resolve their problems as quickly as possible. 

Tips for Creating Better Customer Support Tickets

To diagnose and fix problems, your customer support team requires detailed information to reproduce the same error a customer received and ultimately help them resolve the issue. Therefore, the more specific a customer is when detailing a problem, the faster your customer support team can resolve their issue. 

An excellent and informative customer support ticket should answer several questions. Here are several questions your support team should ask and answer when handling support tickets:

What Have They Tried Already to Fix Their Issue? 

When creating customer support tickets, one crucial step is to ask the customer to detail any actions to correct or circumvent the problem. For instance, when dealing with software or apps, ask the customer whether they tried to close their browser? Did they restart their computer? Did they change their password? Or did they run a virus scan? 

Getting a detailed description of what they have already done to fix their issue prevents any redundant actions, such as asking them to perform a virus scan when they’ve already done it. Eliminating redundant actions can also result in faster resolution because it reduces the list of potential causes of problems by directing the customer down the right path to resolution. 

How Can You Prioritize Customer Tickets?

Angus Yang notes, “prioritize your time on customers that will have the biggest impact in the future.”

All customer support tickets should be answered quickly and accurately because most of your customers’ experience depends on the type of service they receive and how fast they get help. Unfortunately, this significantly increases pressure on your customer support agents because they need to answer loads of customer tickets in time without losing authenticity. 

For support teams, the criteria for prioritization can vary based on the subject matter, technicality of the issue, and many other things. Here are three strategies that can help you prioritize your support tickets better:

  • Employ FIFO or the “pick & choose” approach. Based on the size of your support team and the volume of tickets, you can determine whether to apply the FIFO method or pick customer tickets based on urgency or technicality. Typically, the FIFO method is based on chronology. However, if your team is small and has loads of unresolved tickets to handle, prioritize the tickets based on urgency. 
  • Customer category. For every brand, all customers should be equal. However, when prioritizing customer tickets, the priority is to help paid customers before customer support agents move on to non-paying customers. Often, companies also have another vital customer category above paying and non-paying customers: VIP customers. The priority will keep shifting based on which customer category has many unanswered tickets. Under this prioritization strategy, your support team can still consider the problem’s urgency. Often, prioritization shifts accordingly.
  • Optimize the reassign process. Often, support teams get tickets with problems they can’t resolve. Here, your reassign process should be well-optimized. If you’re using manual means to forward such support tickets to other teams, such as your tech support team, then there’ll be gaps, and some tickets might go unanswered. The best way to handle this issue is to leverage an automated reassigning process with keyword tags. With an automated reassigning process, you only need to use keyword tags such as “technical issues” and send customer tickets with such tags to your tech support team. This strategy saves time and also reduces wait times. 

What Workflow Allow for a Quick Diagnosis and Fix?

We’ve talked about ways you and your team can create better customer tickets and how you can respond to customers’ queries faster. Now, it’s time to organize all your procedures and processes into workflows that can help you diagnose and fix customer problems quickly. For instance, a few paragraphs and visual flowcharts can help you do your job just fine. Next, clarify who handles what, and where you should escalate support tickets to.

After this extensive process, you should have comprehensive documentation for ticket queue management. This rich documentation should be readily accessible all the time, but also every customer support rep must go through initial training. Customer support managers should also bypass tickets-by-ticket protocols when unusual situations happen. However, in normal circumstances, they should lead by example by applying and enforcing workflows that allow for quick diagnosis and resolution of customer issues. 

Examples of Best Customer Support Ticketing Systems

A ticketing system is software that customer support reps use to create, manage, and maintain lists of customer tickets. A great ticketing system should provide the following functions:

  • Ticket categorization, tagging, and routing
  • Omnichannel customer support
  • Monitoring and measurement of important customer support metrics
  • Integrations
  • Automation
  • Live chat
  • Knowledge base management

Ticketing systems are also referred to as ticketing support, ticketing software, or helpdesk ticketing system. The best ticketing systems include:

Zendesk 

This ticketing software seamlessly connects your customer support reps with your clients across all channels. Apart from increased customer satisfaction, Zendesk is also a dream for chat agents who want to get a detailed view of the entire customer journey to stop looking for information and start helping customers. 

Plus, Zendesk’s centralized hub makes it easier for customer support managers and admins to monitor their team’s KPIs, performance metrics, and service level agreements (SLAs) across the customer journey.

Zendesk sets your support team up with what they need to offer personalized customer service. With its omnichannel ticket support system, your team will have information about every client they interact with via an organized workflow. Armed with context about each customer, your customer support team can promptly resolve support queries and offer an exceptional customer experience across the board.

Beyond providing a centralized hub that fosters seamless workflow, Zendesk makes it easier for your agents to identify problems as soon as they occur. This ticketing system assigns unique statuses and reference numbers to help your reps manage and prioritize their workflows. Your team can also use Zendesk to set up alerts for customer tickets they haven’t responded to on time to stay on track. 

Freshdesk 

Freshdesk’s ease of use, enterprise-level automation, and affordable pricing make it an ideal choice for small businesses. Its star feature is the shared inbox, making it easier for customer support teams to categorize, assign, and collaborate on customer support tickets. In addition, the ticketing system automatically converts voicemail, email, and social media support queries into tickets and prioritizes and assigns them to the right customer support reps. 

This ticketing software also leverages automation to help customer support teams eliminate repetitive tasks and focus on urgent customer tickets and those that need more attention. With this system, you can send your customers automatic email notifications depending on their ticket status, set tickets to escalate automatically to the next stage based on event and time triggers, and perform several actions on tickets with a single click. Freshdesk also has the agent collision detection feature to prevent more than one customer support rep from handling the same ticket. 

Its paid plans integrate other platforms, including Zoho CRM, QuickBooks, FreshBooks, live chat apps, Google apps, OneDrive, Dropbox, SurveyMonkey, and Mailchimp. 

How You Can Use CloudApp to Close Customer Tickets 3X Faster

With CloudApp, you can cut to the chase by directing your clients to what you need them to see, all while keeping sensitive information private. You can:

  • Use GIFs to create follow-along tutorials.
  • Use annotated screen recordings with arrows, text boxes, lines, and circles to emphasize important details.
  • Create webcam screen recordings to guide your customers through the solutions to their issues.

CloudApp is a revolutionary customer support software that can help your team respond to customers quickly, with high-quality content that offers detailed answers to their questions. This app can also help you cut back-and-forth conversations over email, leaving no room for miscommunication and confusion. So with CloudApp, you can offer your customers easy-to-understand content that gives them the clarity and help they need, so they can go back to enjoying using your product. 

To learn how to use CloudApp to close customer tickets 3X faster, visit CloudApp’s customer support page to read more. 

How to Hire a Customer Success Manager

A customer-centric approach is crucial for companies, no matter the industry they belong to.

In today’s competitive marketplace, customers hold more power than ever before in how they make purchasing decisions. It an be daunting to stand out in a noisy, crowded marketplace. That’s especially true because we now live in a subscription economy where the financial value of customers builds over time, instead of being monetized upfront. Thus, providing an excellent customer experience is crucial to capitalizing more on customer relations and retaining your customers for a long time.

Companies must proactively engage customers, provide meaningful value from the first purchase, and offer more value throughout the customer journey. That’s where customer success managers come in handy. Customer success managers are on the front line, proactively establishing and managing consumer relationships. They play a crucial role in the customer life cycle, but often leave important decisions to chance. Hiring managers usually just rely on “gut instinct” to decide who is the ideal candidate. In this article, we’ll discuss the six qualities a good customer success manager should have.

Top 6 Customer Success Manager Qualities

1. Working Well with a Team

A successful customer success manager must work well with a team. The ability to work well with a team is more critical than it seems. 

A manager who can’t work well with a team wastes even an excellent customer success team. Managers must work well with the customer success team and other departments, such as customer support, marketing, and sales. That’s because communication is crucial for effectively managing your customer success. 

It’s also a bonus for managers to have excellent leadership skills. Leadership skills play a crucial role when the team encounters challenges. That’s when a team needs a leader who can guide and motivate them to get things done.

The following interview questions can help you hire the right candidate include:

  • Tell me about a time when you helped a team member.
  • Describe a time when your team faced an obstacle that was difficult to solve. How did you keep your team motivated? How did you guide your team to overcome the obstacle and succeed?

2. Keeping the Customer at the Forefront

Just like any other customer service role, the customer must always come first. Thus, a good customer success manager must always put the customer at the forefront of their attention. That’s because a customer’s success equals a customer success manager’s success. The more a customer success manager can invest in a customer’s needs and goals, the more they’ll succeed in their position. 

Customer success isn’t a department, it’s a mindset for your entire team. Thus, when looking for a top-performing customer success manager, look for candidates that have a customer-first perspective to their job.  

A good candidate should develop solutions with the customer’s needs in mind. Further, when hiring a customer success manager, look for candidates that will show empathy towards your customers throughout the customer journey.

The following questions can help you hire the right customer success manager include:

  • Tell me about a time a client criticized your product. How did you handle the criticism? (Here, look for signs of empathy and whether the candidate is open to accepting criticism).

3. Problem-Solving and Strategic Mindset

A problem-solving and strategic mindset will enable a customer success manager to develop a solution from a pile of disconnected and complex data. This will help them develop a customer success strategy backed by solid data. Also, this helps the customer success manager troubleshoot problems proactively and construct a roadmap of viable changes based on customers’ needs and goals.

A solid strategy is essential in convincing the stakeholders concerning new concepts, such as leveraging customer success software to improve customer retention and reduce churn rate. A customer success manager with a strategic and problem-solving mindset can easily identify areas of weakness and opportunities to increase your market share. This helps them put forward their strategy compellingly and concretely.

The following questions can help you hire the right customer success manager with excellent problem-solving skills:

  • What strategy will you leverage to manage a mix of customer accounts?
  • Our competitors have just released a new feature, which our brand doesn’t have yet, and our customers are asking for the new feature. What will you do?

4. Ambition and Growth Mindedness

Jay Nathan notes that, “No matter what roles I’m hiring for on my teams I look for three qualities: you have to be humble, hungry, and smart. These characteristics translate into someone who is authentic, growth-minded, and good with people.” 

When hiring a customer success manager, it’s essential to distinguish between a person’s mindset and their skill sets. Mindsets are natural beliefs, attitudes, and perspectives, which one carries with them independent of the environment.

And skill sets are a combination of soft or hard skills, which a person has developed over time. For example, one mindset you should emphasize when hiring a customer success manager is relentless ambition. Relentless ambition is a growth mindset.

A candidate with relentless ambition and a growth mindset always strives for excellence despite obstacles; is resilient and frequently seeks feedback. Thus, a good customer success manager must reckon that there’s something to learn from pushing through difficult situations because there’s always growth and results on the other side of the obstacle. 

The following questions can help you hire a candidate with a growth mindset:

  • What keeps you motivated?
  • What does customer success look like to you?
  • Tell me a time when you set a stretching goal, and how you achieved it.
  • Where do you want to be in the next five years, and how will you get there?

5. Empathy

Empathy is a less mentioned soft skill which plays a significant role in the success of a customer success manager. Empathy is a person’s ability to understand another person’s situation by imagining themselves in that person’s position. 

Empathy is critical in establishing where your customer service falls short or the part that confuses your customers. It identifies the anatomy of an excellent customer experience.

Let’s say a customer is experiencing problems using a certain feature and submits a complaint. If a customer success manager can step into the client’s shoes and assess the situation, then they may relate to the problem and help the client or direct the changes needed. Identifying problems and correcting them becomes easy if a customer success manager can view the problem from a customer’s point of view.

  • If a customer experiences problems using specific features, then what’s the issue at hand? Support, product, training, the customer success team, or the customer?

6. Time Management

Excellent time management skills enable a customer success manager to work more productively. Also, this means that a customer success manager is effectively using the available resources, including time. A customer success manager will handle tons of data and metrics. A manager must derive conclusions to identify where changes are needed. Each key metric requires a customer success manager to have excellent time management and organization skills.

A customer success manager must use time effectively to keep customers satisfied and manage the customer success team. This can only happen through proper time management.

  • How will you manage your time to onboard new clients, keep existing clients, grow the company’s portfolio, and improve customer advocacy?
  • You have a day full of pre-planned onboarding meetings. How will you facilitate an escalation from your key customers?

Tons of managers use CloudApp to offer better customer service. Drift’s customer success team uses CloudApp to save 56 hours every week. CloudApp helps managers create shareable visuals with only a few clicks.

5 Strategies for Helping Angry Customers

Ellie Wu notes that “people-pleasing is driven by fear, threat, and dread towards an unsustainable path to failure.” When a customer is angry with us, we may get upset. That can change how we deal with the customer and significantly affect the customer experience. This hostile reaction typically occurs when we respond with our emotions instead of listening to what the customer says. 

Sadly, what you need to do in most cases is to let the customer vent about their frustration. You have to let them get their anger off their chest while you listen for any underlying issues. Listening is the first step in understanding a customer’s problem fully. Here are five proven strategies to help you deal with upset customers and convert them to happy customers. 

1. Use The Customer’s Name

Using a client’s name puts a face to the person you’re speaking with. It instills a powerful level of customization in the interaction. This is more effective than addressing a nameless nobody.

Addressing a customer by their name shows you value them, and it reminds them that you’re also a real person working for a real business. Also, addressing a customer by their name shows them you respect them.

However, addressing a customer by their name too much could be awkward. So use their name sparingly and focus on apology phrases, greetings, and farewells.

2. Take Responsibility

Apologize to the customer for the problem they’re facing. Acknowledging their problem and letting the client know you’re sorry can go a long way in calming down the angry customer. Be thorough and honest in your apology and take responsibility for the mistake.

Rather than: “I’m sorry for any inconvenience.” you can say: “I’m sorry your order was delayed. This isn’t the customer experience we were aiming for and I can see how this is really frustrating. I’ve looked into the matter and here’s what went wrong…”

An in-depth apology shows the consumer you care, and you recognize their frustration. Briefly explain what happened but don’t drag it out. Keep your apology concise and move forward.

There’s true power in apologizing and taking responsibility. When you apologize correctly, you can convert difficult customers to happy customers.

When apologizing to your customers, make them feel that you’re genuinely sorry for the issue they’re facing, no matter whether you think they deserve an apology. A genuine apology can help calm down angry customers. Being empathetic while apologizing to angry customers can go a long way. Often, angry customers just want you to apologize for the poor customer service. So, you can cool down upset customers by compensating them with an apology. This can pacify their anger to a great extent.

3. Listen to Understand

Active listening involves concentrating on everything someone says, giving you a clear picture of why they’re angry. 

When dealing with angry customers, it requires you to be present and give customers your full attention. Read the customer’s complaint twice before you respond to their query. Focus on their words, not the frustration behind their words. To prove you’re actively listening to their complaint, you can paraphrase, ask clarifying questions, and avoid interrupting them.

When dealing with angry customers, let the customer have their say. Active listening helps you to understand their issue thoroughly and look for the best options to offer viable solutions. Even if you know what they’ll say next, and even if they might be mistaken, listening leverages an opportunity to build strong connections.

4. Build on Established Trust

Most angry customers have lost trust in your brand. It’s essential to rebuild and maintain customer trust.

If you’ve made a mistake, you’ll need to work harder to rebuild the relationship. To build on an established trust, you must show the upset customer you care, and show them you really understand their problem. When helping an upset customer, ensure you have all their purchase history and background information. This will prove to them you’re confident and capable of solving their problem.

Be honest with the angry customer. If possible, give them a behind-the-scenes view of things; this can help them empathize with you.

To build on an established trust, take responsibility for the mistake by using statements such as “This is completely our fault,” and “We made a mistake.” Also, use positive statements, such as “Let me find what happened” (instead of “I don’t know what happened”), and “Let me check with my colleague” (instead of “I’m new in this position”).

5. Create a Solution to Move Forward

Your primary goal when dealing with an upset customer is to resolve their problem. Are there any workarounds? Is there anything you or the client can do themselves immediately to meet their needs? If so, notify them.

If you find you can’t resolve their problem immediately, be transparent with the customer. Set expectations so they know when their problem will be resolved. If possible, meet those expectations. If you can’t, inform them ahead of time to avoid damaging the relationship further. 

Escalate the concern to a senior member of the customer support team or your manager. Collaboration is often the quickest way to create a solution to move forward. You might have more technically experienced members on the customer service team, and their help could be valuable in finding a workable solution. 

Final Thoughts

Helping upset customers is daunting, but it’s possible. The most crucial thing you can do is let an upset customer vent their frustrations. Then, listen actively to what they’re saying, meet them with patience, respect, and empathy.

Using these five tips will put your business on a path to success, and growth and you’ll be able to convert negative customer experiences to positive ones. Also, you’ll be able to build stronger and better relationships with your customers.

CloudApp is a powerful video messaging tool that enables you to record your screen when explaining product features to your customers. It’s built for internal communication with customer support teams and external communication with consumers. CloudApp’ messaging helps LeadIQ increase its revenue by 10X with automation. Using CloudApp, the team at LeadIQ only takes 5 seconds to capture screenshots, blur out sensitive information, and upload content on WordPress.