Conversational Ticketing vs. Email Ticketing: Which is Better for your business?

published on 12 October 2021

What is your go-to channel for customer communications?

The chances are that it's either Livechat or through Chatbots. The growing popularity of conversational support platforms needs no introduction. Intercom and Crisp chat report a massive hike in user acquisition in recent months, marking a paradigm shift in the way teams collaborate and communicate.

The newfound popularity of remote and hybrid workspaces contributes to innovative initiatives on collaboration platforms including conversational ticketing, self-service bots, etc. Conversational ticketing aims to solve customer queries faster to employees 

What is Conversational Ticketing?

Conversational ticketing is a form of real-time support provided by a support agent to a user on communication platforms like Slack and Microsoft Teams. It enables business process compliance by keeping a record of every interaction involved in a support request.

Jikoo is a conversational ticketing solution that converts conversations into tickets in real-time and helps companies manage their IT support within Slack. Assist AI resolves repetitive questions by fetching answers from your internal knowledge base. Besides deflecting requests, it also allows your support teams to manage and respond to incoming requests directly within Slack.

Conversational ticketing by Jikoo
Conversational ticketing by Jikoo

Email Ticketing vs. Ad Hoc Messaging vs. Conversational Ticketing

Email ticketing has many advantages. The ubiquity and familiarity of use make traditional support channels relevant even in a fast-moving world. They enable you to keep track of ticket history and aids in contextual problem-solving for your Customers. They make business processes easy, which is essential to run things smoothly in your organization. Despite these, traditional channels have their limitations.

When it comes to customer support, speed is a priority. When customers don’t get quick resolutions or wait longer than they should, their work using your product comes to a halt. The drop in productivity pushes them to seek support in an ad-hoc manner, via call, where they stand a better chance of getting their concerns addressed faster.

<b>Email ticketing</b>
Email ticketing

Ad Hoc Messaging is the go-to for customers to seek support. It is instant and allows customers to explain their issues in a convenient language. No matter what, users will always go for what takes minimum effort. Hitting someone up in the Whatsapp or Facebook channel is an easy way to get things done, not to mention the relief of not having to type a whole lot of technical jargon.

Ad-hoc support leads both support agents and end-users to get bogged down with scattered message threads, undocumented tickets, and potential customer issues that can’t be traced back. It is impossible to comb through multiple screens of Whatsapp threads to find what led to a particular incident. Managing support over messaging with no checkpoints or documentation is a recipe for potential disaster, tossing process compliance out the window. 

<b>Ad Hoc Messaging</b>
Ad Hoc Messaging

Enter Jikoo, a conversational ticketing solution that leverages the best of both worlds. It tracks messages as tickets, eliminating context-switching, channel-switching, and drawn-out ticket creation processes.

Jikoo eliminates the disconnect and the lack of documentation involved in ad-hoc support. It integrates seamlessly with your internal knowledge base, Whatsapp chats, Livechat/Chatbot communications and helps you triage incoming support queries.  You can also create no-code chatbots in seconds with our no-code chatbot builder and automate close to 80% of your conversations in real time. Built in CRM acts as a customer data platform and you can view all the customer data & chats all in one place.

Conversational ticketing
Conversational ticketing

Takeaways

Jikoo helps automate lead generation and helps you manage all your customer queries. The benefits of using Jikoo are manifold – 

  • Empowers your customers with self-service
  • Deflects repetitive tickets and faqs
  • Helps team collaboration to be faster
  • Tracks every interaction for future reference
  • Provides faster resolution
  • Improves agent productivity and customer engagement

Jikoo can transform how you operate and make customer communication hassle-free in a remote or hybrid-remote workplace. Why have it any other way?

Schedule a quick demo with our product experts for a tutorial of Jikoo – All in one Live Chat & No-code chatbot software.

All in one Live Chat & No-code chatbot software
All in one Live Chat & No-code chatbot software

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