Magazine article CRM Magazine

Ticksy Is the Ticket for MDNW: Online Ticketing System Ticksy Helps Web Design Firm Respond to Customers Quickly and Efficiently

Magazine article CRM Magazine

Ticksy Is the Ticket for MDNW: Online Ticketing System Ticksy Helps Web Design Firm Respond to Customers Quickly and Efficiently

Article excerpt

When Brandon Jones, owner of Make Design Not War (MDNW), a Southern California Web design and development company, needed a customer support solution that would scale with his business, he wanted something simple and straightforward.

After testing four systems over a two-year period, he eventually selected Ticksy, a Web-based customer support app. MDNW began using the system in early 2012.

Developed by Altitude Marketing, Ticksy was engineered with simplicity in mind. The solution, priced at just five dollars per user per month, allows small businesses to field, assign, track, and follow up on customer service inquires submitted through the online portal. In addition, user questions can be turned into entries on public-facing FAQ pages. The portal can even be branded with MDNW's unique URLs and logo integration.

MDNW receives between 30 and 50 support tickets a day, which averages out to about 1,000 a month. Support tickets usually include one or two simple questions about how to install or use any of the company's more than 40 products.

MDNW also offers support via Twitter and the ThemeForest product pages, but it primarily tries to push customers to file support tickets through its Ticksy page. "The Web is literally the only place that we interact with our customers, so naturally it's vital that we have an effective way of offering support through the Web," Jones says.

Prior to Ticksy, MDNW rotated through a series of forum-esque solutions, which Jones says were developed mostly to function as bulletin boards, not support systems.

"What we needed was a simple ticket system that allowed our customers to quickly send us a question tied to a specific product with a screenshot and private log-in credentials," Jones says. "We didn't need the hundreds of features ... and we didn't need something as simple and public as a bulletin board."

MDNW started with a free trial of Ticksy, and within two days, Jones moved all support to the new system.

For him, the implementation has been a total success. "Ticksy was the first [customer service tool] that we found that felt like it was actually built with our particular problems in mind," Jones says.

With Ticksy, response time has gone from nearly five days down to less than two. In most cases, MDNW can now respond to tickets within 24 hours. …

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