Software Engineering

Mohamed Salaheldin Ahmed ¹, Mohamed Ahmed Ragab ¹, Sameh Mohamed Samir ¹, Mahmoud Abdelaal Abdallah ², Atef Raslan ³

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

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.

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