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Benchmarking Online / Web based Customer Service Ticketing System

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#1   Posted: 5 Dec 2007 09:13

Early this year, we launched an online ticketing system for our customers. We are in the global mobile telecommunications service busines where our customers are the carriers and operators versus the consumers.

Since we launched the tool, we have about an 18% 'take rate'. We have approximately 5000 tickets per month and only 18% are being entered via the online tool. The majority of the tickets (85%+) are Service Requests versus trouble tickets.

Does anyone know if there is a benchmark documented regarding what the industry average is for the online ticketing systems?

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