Ticketing systems are one of the top tools for collecting and tracking customer data. They manage all the customer problems in one place and act as a base to make future business decisions.

It can be a great source of predictive analysis that measures the anticipated risks and outcomes related to customer issues.

Companies and analysts usually extract and refine the data from these ticketing systems to identify similar customer patterns and find opportunities to make the business more profitable.

Effective use of ticketing system data to conduct predictive analysis also plays a vital role in reducing churn rate, improving retention rate, defining prices, and creating marketing campaigns as per customer and business needs.

Before diving into predictive analysis by leveraging the ticket system, you should thoroughly discuss the topic. This article will help you understand the predictive analytics framework for a ticketing system to perform future business actions.

Let's begin!

What is a Ticketing System?

A ticketing system is a customer issue collection tool that automates and organizes all the customer data in a single dashboard.

Using a ticketing system in your business allows customers to submit their queries and requests via various channels, including email, social media, phone, or website.

It is specifically designed to make the customer interaction process smoother. This system helps build strong customer relationships and understand their requirements in detail.

Here are the features of a ticketing system:

• Lets you keep track of all the current requests

• Helps improve the customer-business relationship

• Provides a personal touch to the customer requests

• Ensures that no query is neglected

• Helps understand customer behavior to create marketing campaigns

• Integrates all the customer contacts in a single place

What is Predictive Analytics?

Predictive analysis refers to using historical business data and statistics to predict future events and outcomes.

Using this analysis as a base to perform future courses of action in a business helps to develop new products and even make investing options.

Predicting future events helps the companies to be prepared and work on the SWOT areas of the firm. It reduces the risk and operational efficiencies.

Types of Predictive Analysis Models For Ticketing Systems

Here are the top models of predictive analysis for the ticketing systems:

• Clustering Model: This includes categorizing the customer request based on their categories, priorities, and other essential attributes. These categories also include the interests, purchasing capacity, and demographics of a particular set of customers.

•  Forecast Model: This model includes predicting a particular event or course of action based on past trends and data.

•  Neural Networks: This model combines AI and human intelligence to predict future events for complex customer data.

• Time-Series Model: This model uses specific time intervals such as weekly, monthly, and yearly to make futuristic decisions for the betterment of the business.

Top Use Cases of Predictive Analysis For Ticketing System

Here are the top areas where predicting analysis can be conducted by leveraging customer data from the ticketing system:

• Product Pricing: Predictive analysis helps decide the final product with the help of customer feedback and data. You can experiment with different prices and get an idea of what best suits the target customers. One of the key reasons that restrict your sales margins could be higher product prices. Gathering abandoned cart data and knowing why customers are leaving between their buying journeys through the ticketing system helps you put a suitable price tag on your products.

• Marketing Campaigns: With gathered historical data from ticketing systems, you can identify what campaigns are working in favor of your company and what needs improvement. If a particular channel or campaign is turning your visitors into leads, predictive analysis says to invest and focus more in that direction than what is refraining your company from generating revenues.

• Quality Assurance: Providing high-quality products and experience to customers significantly impacts your sales margins and customer retention rate. Identifying and evaluating customer behavior through ticketing systems helps control the quality of the products and services, not only improving revenues but also helping in reducing additional problems such as customer costs, warranty issues, and extra repairs. An efficient predictive analysis will provide insights into possible quality issues and how to reduce them.

• Sentiment Analysis: Ticketing system data capture what customers say about your brand and your market reputation among the target audience. You can analyze this customer feedback to give insights and recommendations for improving your brand rapport.

• Customer Segregation: Predictive analysis with the help of ticketing systems helps in identifying your target audience. It helps you curate the product line and make data-driven decisions based on accurate customer data.

• Volume Prediction: Predictive analysis through ticketing systems works on a pattern that depends on various factors, including customer service and grievance redressal systems. In these automated systems, you get real-time customer data that helps you be well-equipped with the resources and get an estimate of future product sales.

Conclusion

In this digital data-driven era, you need to pay more attention to your customer data, and ignoring their feedback is a massive mistake for businesses of all kinds.

Hence, it becomes essential for businesses to automate and capture all customer data. The data should also include the queries and problems they face while encountering your brand.

It helps understand the target audience better and curate an improved experience for them.

Putting this data into analysis requires extra effort and resources but pays off as it helps make better-informed decisions while amending the ongoing processes.

Make sure you conduct a predictive analysis based on the numbers derived from the ticketing system before taking any customer-related changes in your business.