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A Proposed Approach for Evaluating the Support Ticketing System in Enhancing Customer Relationship


Affiliations
1 Department of Software Engineering, Faculty of Graduate Studies for Statistical Research, Cairo University,, Egypt
2 Department of Software Engineering, Faculty of Graduate Studies for Statistical Research, Cairo University, Egypt
3 Department of Management information systems, Higher Institute of Advanced Studies,, Egypt
     

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Customer engagement and satisfaction become important topics for most companies and are hard to achieve. Traditionally, companies work hard to overcome difficulties in processing customer requests, incidents, and complaints, as well as difficulty in evaluating the performance of their staff in responding to customer requests, moreover, it is hard to keep track of all interactions with customers. Using Support Ticketing Systems helps companies achieve customer satisfaction and evaluate the efficiency of the company's staff in meeting the needs of customers and keeping them engaged. So, we propose an approach to evaluate the Support Ticketing System and its role in enhancing customer relationships.

Keywords

Support Ticketing System, Customer Engagement, Customer Satisfaction, Checklist, Quality Checklist, GQM.
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  • A Proposed Approach for Evaluating the Support Ticketing System in Enhancing Customer Relationship

Abstract Views: 267  |  PDF Views: 0

Authors

Mohamed Salaheldin Ahmed
Department of Software Engineering, Faculty of Graduate Studies for Statistical Research, Cairo University,, Egypt
Mohamed Ahmed Ragab
Department of Software Engineering, Faculty of Graduate Studies for Statistical Research, Cairo University,, Egypt
Sameh Mohamed Samir
Department of Software Engineering, Faculty of Graduate Studies for Statistical Research, Cairo University,, Egypt
Mahmoud Abdelaal Abdallah
Department of Software Engineering, Faculty of Graduate Studies for Statistical Research, Cairo University, Egypt
Atef Raslan
Department of Management information systems, Higher Institute of Advanced Studies,, Egypt

Abstract


Customer engagement and satisfaction become important topics for most companies and are hard to achieve. Traditionally, companies work hard to overcome difficulties in processing customer requests, incidents, and complaints, as well as difficulty in evaluating the performance of their staff in responding to customer requests, moreover, it is hard to keep track of all interactions with customers. Using Support Ticketing Systems helps companies achieve customer satisfaction and evaluate the efficiency of the company's staff in meeting the needs of customers and keeping them engaged. So, we propose an approach to evaluate the Support Ticketing System and its role in enhancing customer relationships.

Keywords


Support Ticketing System, Customer Engagement, Customer Satisfaction, Checklist, Quality Checklist, GQM.

References