In this modern world, manual methods are gradually being replaced by automation systems and algorithms. Such as a ticketing system in a repair shop. Gone are notebooks and spreadsheets to collect customer data. Now we have software for every problem.
The software makes life easy; the same goes for ticketing systems. A repair ticket management software manages all your tickets. But is this enough to make it a sound ticketing management system?
A good ticket management system includes all the elements from a customer checking-in procedure to checking out of your repair shop. In short, it should have the features to upgrade your repair business and help you generate more revenue.
When you think of repair shop software, it’s not merely restricted to ticket creation; it has much more to it, making it a good ticketing management system.
Let’s see what points make a ticketing management system good.
Holds Customer’s Repair History
Apart from creating tickets instantly, repair ticket management software is capable of keeping all your customers’ data. This helps to know their repair history with the repair shop owner and assist him in dealing with customers.
Whenever a customer calls, it means all his data is displayed on the software from where the repair shop owner can access it easily. Then, instead of asking him about his details, such as his name and ticket number, he will know the information every time. This saves him embarrassment and a lot of time. Plus, it gives the customers confidence that the people they are dealing with are trustworthy and have excellent customer service.
Moreover, the system also tells which technician did their repair the last time. With this information, you can know which technician should be assigned to your customers. Sometimes customers get comfortable with a specific technician’s service, and with this information in the record, you can fulfill their demand. This increases customers’ satisfaction, and they become loyal customers to you.
Instant Ticket Creation and Messages
One more exciting thing a good ticketing management system does is to create tickets instantly while being on call. As a repair shop owner, what else do you need? If a new customer has called in for a computer repair job, you can create a ticket with just a click of a button. This will allow you to add his information during the call and assign the technician. The ticket generates automatically without a hassle. You can also send him all this information via text during the call. Hence, the computer repair shop software lifts off your ticket-generating burden to nearly zero. Now you won’t be wasting time remembering or scrolling down your call logs to find the customer’s information.
But what if you weren’t able to receive a call? No worries, the system will notify you of the call, and you can always create a ticket from your call logs and follow up on it whenever you want.
Automated/Personalised Messages
After taking the faulty device from the customer, they expect you to update them on the status of their device. For that, the ticket management system has a feature of automated follow-up messages where you can inform customers about their device details.
Moreover, it sends welcome/greeting messages to the new customers and personalized messages by their names to the ones you want. This way, you can make your customers feel important, a sign of excellent customer service.
Source of Marketing
Your job is not done just by repairing your customer’s device once. Of course, your best customer experience will make them come to you every time, but still, there is competition in this saturated market of repairs. You don’t want customers to forget your repair shop, or do you?
You must send customers promotional messages, deals, and discount information. The ticket management system can do it for you. It sends scheduled promotional messages, greetings, promo codes, special deals, or customized messages to customers. This enhances the customer experience and lures your customers to come to you repeatedly.
Acquires Feedback and Reviews
A ticket management system can help you acquire valuable feedback from your customers. At the checkout, the repair shop software displays the feedback form for the customers to fill on the spot. Most customers tend to fill that happily right after the service because they will have a positive impact from your service and the fact that they will be happy about their repaired device. In addition, they will most likely give good reviews, which are essential for any business.
