As a company selling a specific product, software or service you probably get quite a lot of customer questions into your already full inbox. After a while you can’t see the wood for the trees. Result: customers are being neglected and are getting frustrated.
A separate email address for support can be a first step in the right direction. At least now you can filter the clutter from the important information. But after a while you’ll end up in the same situation: did I answer this mail already? Which customer are we talking about again?
A ticketing system might be the solution. It allows you to get a clear overview of all support questions by linking your support email address. Link this in turn to a great CRM and you actually get Teamleader on your plate!
- The setup
- Extra settings
- Receiving and replying to tickets
1. The setup
You support emailadres
A first step in the simplification of your online support is a separate email address. To create one you can go knocking at your IT guy’s door. He can create a new email address such as email@example.com.
Forwarding your support email
The next step is to forward all of the emails that are being sent to this address to your unique Teamleader address. Find it via Settings > Tickets > Ticketing setup and click ‘Start setup’.
The next popup shows your unique Teamleader ticketing address in the form of ###@teamleaderticketing.be. It’s this address you have to forward your support email to.
In your website management tool you usually have the option to create different kinds of email addresses, such as an IMAP address or a forwarding address. It’s the latter that suits us best. The name explains it: emails being sent to this address will be forwarded somewhere else. In our case, that’s our unique Teamleader ticketing address.
So if you set up a support address with a forward to your ticketing address, then all mails firstname.lastname@example.org will arrive directly into your Teamleader ticketing module.
2. Extra settings
There are some extra settings available in Teamleader to optimize your support:
Autoreplies are custom made replies that are automatically being sent to your customer. This is a great way to let your customer know that his question has been received and is being processed.
You can choose to make this a default message, so every customer who mails with a new question, gets this. Of course you don’t have to do this. You can also set a filter to certain words. In that case, an autoreply will only be sent when the ticket contains this word. You can define that an autoreply has to be sent if the message contains the words ‘urgent’.
You can also set per autoreply from which coworker the reply will be sent. Combining this with the filters makes up for a first selection for your colleagues.
There are support questions that will keep coming up. In that case it might be useful to create a standard reply for recurring questions. You can add these answers in Teamleader via Settings > Tickets > Generic replies.
Answers that are created here will be available as a template when replying to a ticket.
The ticketing moduele has some default statusses to assign to tickets. The ones that are in Teamleader by default are "open", "waiting for customer", "Escalated to third party" and "closed". You add extra statusses that apply more to your way of working in the settings.
3. Receiving and replying to tickets
There you go: your ticketing module is now fully operational: from now on you’re receiving support emails directly into your Teamleader account. This looks something like this:
Thanks to the integration with the CRM module in Teamleader, you always know who the ticket is from and which company he or she works for - at least, if the email address is known in your CRM. If this is not the case, a new contact will be created automatically.
As you can see, you can reply to your customer immediately. But it might happen that you don’t have an answer ready yet. In that case, you can consult internally first.
For example, if a coworker knows more about a certain topic than you do, you can send him an internal message first by clicking the button ‘internal note’. Type your message, set the status to ‘Pass to…’ and select a coworker. He or she will be notified of the internal message. An internal note is marked with a lock next to the message, so you know that the customer does not receive this reply.
By the way, a customer doesn’t just receive a plain text email, but he’ll get a nicely lay-outed mail with the whole ticket history.
As you can see, the customer sees nothing of the internal communication you and your colleague had before actually replying to the customer.
Another useful tool with the ticketing module is creating tasks from tickets. Let’s say you can’t give an answer to a customer question immediately, or his problem takes some adaptations in the long run, then you can create a task from this ticket and assign it to yourself or a coworker. The task then contains a direct link to the ticket, so you always have access to the original question.
Third party forwarding
If the question is out of your reach for you and your colleagues, you can always choose to send the question to a third party. Same as for internal replies, the customer won’t see the communication between you and the third party.
You can activate this feature via Settings > Tickets > Preferences.
Customer support service by UserEcho