If you’re a rapidly growing business or one which may not even be aware of ticket management software, below are five signs that you may need to invest in it.

Missed queries: You’re getting regular complaints from customers about unanswered questions because your support is fragmented across platforms, rather than from one place.

‍Repetitive FAQs: Human agents in your business are spending too much time answering important but repetitive questions instead of focusing on higher-value issues.

‍Lack of reporting: You have no way to track the number of tickets coming through or see how well they are responded to.

‍Scaling pains: You’re having to invest in agents to keep up with the volume of support tickets rather than having a system in place to deal with scale.

‍Community growth: Discord, Slack, or Telegram channels are growing at a pace where manual support is no longer sustainable.

There are lots of ticket systems out there, including Mava, which integrates multiple channels into one dashboard for agents to view. Finding the right one for you depends on a number of factors, some of which are detailed below.

Ease of use
‍The best systems shouldn’t require a high level of technical expertise. Community managers should be able to set up and manage workloads without relying on developers.

‍Channel support
‍Your chosen system should integrate with the systems where your audience actually spends time. While many focus on traditional channels, some ignore modern community platforms.

‍Automation and AI
‍AI is an essential feature to look for as it can handle repetitive queries and reduce workload. These AI bots can also escalate to humans when nuance is needed.

‍Scalability
‍The ticket software should be able to handle hundreds, possibly thousands, of tickets without slowing down. Their pricing models should also allow for growth without becoming unaffordable.

‍Integrations
‍You don’t want to complicate your tech stack by adding software that doesn’t connect with your CRM or membership databases, for instance. Proper integration cuts down on manual set-up and keeps customer data centralised.

‍Analytics and reporting
‍Look for dashboards that track KPIs which matter to your business, such as resolution times and satisfaction scores. This sort of data is key to continuous improvement.

‍Cost transparency
‍Per-agent pricing punishes growth and leaves businesses with a huge bill. Clear, predictable plans, such as those offered by Mava, help you scale without draining cash reserves.

This software can transform your business when done right. Unfortunately, many businesses encounter common errors which only make issues surrounding customer service even worse, such as:

Choosing enterprise systems that are bloated with features they don’t need

Picking a single-channel solution that doesn’t integrate with where your audience is

‍Ignoring automation features and relying on human-only workflows that can’t scale

‍Skipping analytics and then not being able to measure or improve service

Buying cheap systems that cost more in the long run because they lack essential features for scalability

Mava is built for modern, community-first businesses, unlike generic ticket systems that aren’t built for the way consumers look for support. It combines the power of ticket bots with the visibility of full ticket management software to provide an end-to-end solution for businesses that want something simple but effective.

Mava is incredibly easy to set up and requires little to no dev support/knowledge. In just a few hours, community managers can have a system set up that provides them with total visibility and a new level of scalable customer service.

Our platform is affordable, too, with prices starting at $0 and then scaling up in a way that won’t balloon as your team grows.

All in all, Mava gives you the best of both worlds. The functionality of enterprise software without the heavy costs or complexities.