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Introduction
Many support requests still reach companies through the usual channels, such as email or phone. After all, 93% of customers still prefer email to communicate with companies. With Ticket Automation, incoming tickets can be handled more efficiently while taking the load off your customer service.
On our website and in our blog articles, we talk a lot about the benefits of chatbots and how they can relieve your customer service. But did you know that AI can do much more in customer service? Now melibo is going one step further:
Our brand-new feature is here – Ticket Automation!
This power tool takes care of support tickets that come in by email and relieves your team like never before. Imagine: less routine work, more time for the truly important tasks and satisfied employees who can finally breathe.
Stop routine questions, reduce stress: how simple inquiries slow down your service agents
When a support ticket reaches your service agents, they handle it and customers get their answers. So far, so good. But often the inquiries are simple order status checks or other questions that are quick to answer but together take up a lot of your service agents' time. That leaves little time for individual, more complex inquiries or other day-to-day tasks. The result: long waiting times for your customers and high stress for your agents. Not to mention that the same inquiries over and over make your employees' work monotonous and boring. Combined with the high stress they're under, it's no wonder that working in customer service isn't very popular with employees.
With Ticket Automation, you counter ticket chaos and take the load off your employees in one go.
Your path to 60% automation
If your company decides on melibo's Ticket Automation, here's what your path to 60% automation with melibo looks like. We always pay attention to industry-specific adjustments and grow together with our customers as we tackle the individual challenges of their companies.
Stage 1: categorizing support tickets
The first step toward automation is categorizing support tickets. Incoming support tickets are analyzed and then categorized automatically. You can define the categories yourself; common ones are returns, tracking or complaints.
Categorized tickets give you a better overview of the kinds of inquiries your customer support team receives. When your team sees a support ticket's topic at a glance, it can handle the ticket more efficiently. If inquiries on a topic keep recurring, you can also consider adding the questions to your FAQs to make self-service easier for your customers.
Based on the categories, the second step can begin, in which inquiries can be answered automatically.
Stage 2: automated answers without losing control
In the next step, simple and even complex email support requests can be answered automatically. You can ramp up automation step by step. Maybe you want to automate just one category of support requests at first? Order status queries, for example, don't need to be answered manually. With the right integration, Ticket Automation can access the order status information and send it directly to your customers. At the same time, incoming complaints can still be forwarded to your support agents. That way you keep full control over the AI while taking the load off your employees. Over time, you can automate more and more categories.
Stage 3: smart ticket routing
Hardly any of your employees will know every topic in your company perfectly. A support agent might answer inquiries on a certain topic much faster than her colleague – while he knows another topic better that she's less familiar with.
Smart ticket routing now makes sure each support agent receives the inquiries they can answer most efficiently. If an employee knows a certain aspect of the product particularly well, for example, all related inquiries are forwarded to her. The combination of knowledge and growing routine means she keeps getting faster at answering this kind of inquiry.
Tickets can also be sorted by urgency and by each support agent's capacity. That makes more efficient use of your agents' time and puts their expertise to good use. Your customers get fast, competent answers, which has a positive effect on customer satisfaction.
Stage 4: AI answer suggestions
At melibo, we believe AI and humans can be a true dream team if we create the conditions for it. Even when a support request is too complex to automate directly, AI can lend your service agents a helping hand.
For every support ticket that reaches your customer service, the AI instantly provides suggested answers. That not only shortens the handling time of each ticket but also improves the quality of the answers, as they're less subject to individual variation. The suggested answers make your customer service more consistent and allow closer quality control. At the same time, your service agents always keep control over the AI's answers, since no answer is sent without their approval. And since writing an answer often takes up most of the time spent on an inquiry, a lot of time can be saved here, helping your employees enjoy a more relaxed working environment.
Benefits of Ticket Automation: lightning-fast solutions, relaxed teams!
Shorter first response and average handle time
Ticket Automation affects various KPIs, but especially first response time and average handle time. With Ticket Automation, your support team can respond much faster to your customers' inquiries, if the inquiries aren't automated outright. That significantly lowers first response time.
AI-generated suggested answers and the direct automation of simple support requests significantly shorten the handling time of each support ticket. So average handle time also drops considerably. That means resources are used efficiently and your team becomes more productive without more stress.
Reduce your costs
KPIs play a role here too. Especially if your company has a high first contact resolution rate, Ticket Automation can hold great potential for your company. Many inquiries can be resolved with a single answer, and Ticket Automation can automate exactly these inquiries without any human intervention. That gives your service agents room for more complex and revenue-generating tasks.
For automated recurring inquiries, no support ticket needs to be created anymore, which saves your company time and money. What's more, fewer and fewer manual interventions by your service agents are needed in the automated process. Operating costs go down, while your relaxed service agents increase your revenue by focusing on the right tasks.
Increase your CSAT score
Nothing is more frustrating than waiting forever for an answer to a question that's actually easy to answer. Fast, precise answers, on the other hand, increase customer satisfaction. By automatically categorizing support tickets and forwarding them to the right person, you make sure inquiries can be answered with the necessary expertise and speed. Customers no longer have to look for the right contact person themselves or ask around first. When they can always speak to the right contact person straight away, it not only strengthens customer loyalty but also has a positive effect on the customer effort score (CES). Reaching your service agents is no longer disproportionately difficult for your customers, and because they're always routed to the agent they trust, their trust in your company grows too. That's how customers become regular customers, which brings your company further benefits.
Build a scalable support department
Ticket Automation extends your support team and helps it adapt to growing challenges. Automated tickets reduce the need for resources even as ticket volume rises. The more inquiries your customers send, the more tickets can be automated. With Ticket Automation, your support team won't break a sweat even during peak season and can keep answering your customers' questions quickly and competently.
GREYHOUND x melibo
melibo's Ticket Automation can be integrated into any customer service tools you need or work with. But it's especially easy if you use the software of our partner GREYHOUND. Wherever your customers' inquiries reach you, Greyhound's helpdesk solution bundles them in one place and gives your team a seamless transition between channels. GREYHOUND stays flexible and adaptable to your company. Coordinate your customer service team directly and keep track of all customer inquiries. Thanks to our partnership with GREYHOUND, integrating Ticket Automation into the customer service software is even easier.
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Ticket Automation: the key to efficient customer service
With the new Ticket Automation feature, your support team gets relief while customer satisfaction rises – a real win-win for your customer service and the entire company! If you're not sure where your customer service currently stands, take the test here.
With Ticket Automation, you can categorize and automate incoming support tickets. At the same time, inquiries are forwarded to the right employees so everyone can shine with their expertise. AI-generated suggested answers make your team more efficient and your answers to customers more consistent. With Ticket Automation, your service agents stay relaxed even in the middle of peak season.
In short: with melibo's Ticket Automation, you take your customer service to the next level. Your team gets relief, handling becomes more efficient and your customers get the answers they need faster – all with falling costs and rising satisfaction. An investment that pays off on every level!
Schedule a free, no-obligation first call with one of our AI experts now!
