When collecting details for submitting a ticket, it is essential to take note of the steps the user has taken to reach this stage. Even if this information may not be explicitly provided in all instances, it holds significant value for a service agent tasked with investigating and responding to the ticket.
Documenting the user’s journey and steps they have taken, including any attempted self-resolution efforts, is important. It equips the service agent with crucial context and insights and enables them to better understand the user’s situation, identify potential underlying issues, and provide more informed and efficient assistance.
Capturing the user’s journey also aids in identifying patterns or recurring issues. It allows for proactive measures to address common concerns and enhance the overall user experience. It also fosters a more personalised and effective resolution process, as the service agent can reference specific steps or actions taken by the user.
For a streamlined data submission process, we recommend the following flow:
- Collect the date of the issue/transaction: If the user has selected a transaction prior to submitting the ticket, autofill the date of the transaction and allow the user to verify or modify it as needed. If the transaction is not appearing in the list of transactions, the user needs to complete every field in the form (unless a field is marked optional).
- Enter amount in dispute: Provide a field for the user to input the amount associated with the disputed transaction. This ensures accurate documentation of the financial aspect of the issue.
- Enable comments: Allow users to provide additional context or explanation regarding the issue by typing comments. This enables users to articulate their concerns in their own words, providing valuable insights for investigation.
- Record a message: Offer the option to record a voice message as some users may prefer speaking over typing. This can be stored as a voice file to be listened to by the service agent or be used for inputting into language/dialect translation software for further action. This enhances data collection as users can convey information more comfortably and comprehensively.
- Submit: Once all necessary details are provided, allow users to submit the form. This action finalises the data submission process, initiates the ticket creation and enables service agents to begin addressing the user’s concern promptly.
A structured flow of data collection ensures a user-friendly interface that facilitates efficient and comprehensive submission of information, ultimately enhancing the effectiveness of the ticketing system and the resolution process.