Ever submitted a support ticket, only to have 15 back and forth emails where the rep asks you to describe the problem differently cause they don’t quite understand? And all the while you’re wishing you could just explain it to them on the phone, but you know that will never happen? Well, have we got a solution for you: voice and audio support tickets. A big problem for customer support representatives is accurate problem diagnosis. Sometimes it’s a bug in the system that needs to be fixed. Other times it’s user error. Unfortunately, those can be hard to differentiate between when people are forced to write walls of email text - or just submit a ticket saying “it’s not working.”
If you want to make your life easier and make customers happier, leverage voice in your support ticket systems. Here’s how you can do that.
In every support ticket, there are three key stakeholders: customers, support reps, and support engineers. While sometimes problems are user-error and thus support engineers aren’t needed, all three stakeholders are part of the overall support process. Leveraging a voice-based support system helps everyone.
Customers: With voice, customers can explain what they did, when they did it, and explain what happened or what they saw. We know that speaking and listening is much faster than writing and reading, so including voice in support means quicker resolutions for customers.
Support reps: Voice empowers reps to connect with customers on a deeper level. You can hear frustration, trailing off, concern, or other tonal cues that are missed over email. This can help you triage problems much faster and ask for more context in a human way.
Support engineers: One of the most frustrating problems is that a customer reports a bug but didn’t explain it properly. With voice, engineers are hearing the problem in the customer’s words, not a garbled game of back and forth emails.
If your current support ticket system doesn’t support voice, use Yac (you can start for free). With Yac URLs, you can easily secure a Support URL. It’s free to set up, and then things can start to get fun.
Your current ticketing system is still incredibly valuable, and we don’t recommend ditching it. Instead, encourage voice within your existing system. That could be something simple like editing your auto response to encourage people to Yac you with more details. Alternatively, your support reps could do some initial triage and separate out any tickets they need more context on. From there, send an email asking for more information and letting customers know they can explain it via text or send you a voice note.
When you find out that voice is working well for you, you could even adjust your support page to allow customers to initiate a support ticket with voice instead of email or live chat.
If you’re using Yac, you can easily integrate Yac with Slack so that any messages going to your support Yac URL go right into the Slack channel of your choice. That gives you an easy, central home for all voice-based tickets complete with a link to the audio recording and a copy of the transcription text.
The next steps from here depend a bit on how your company hosts supports tickets:
Once you have a Slack integration set up, your support reps can easily keep the information consistent with the right ticket. This means easy record logs for support engineers on the backend and a central record of solutions that can inform future FAQ and Help Section content.
The other part of this is simply… to use voice in your support tickets. Whenever you send an email, add a voice note to talk through the steps. In many cases, a voice note will be all you need. Not only will this give customers more options, but it’s also more inclusive for customers that may have vision difficulties or use screen readers. The best part is that you get to connect with customers on a more human level - it’s an easy way to prove that support is coming from a real human.
Embedding voice as a part of your support system is easy - and helpful for everyone. There is a bit of manual work to do (though if you’re a Yac user, stay tuned on this one), but the time you spend on copy-pasting a Yac URL is far less than time it takes to write 15 polite emails asking for more information. In the end, voice is a solution that prioritizes a high quality outcome while giving every stakeholder more value.