A real-time contact essential: everything about live chat ticketing systems

Apr 12, 2024
min read
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Have you been to an old-school brick-and-mortar shop lately? The one where brand representatives follow you around and are ready to provide assistance the second you need it?

We agree they can be a little bothersome when you are trying to just check a few things out, but from a business’s perspective, they are crucial for customer attention and retention. Imagine a buyer leaving your store empty-handed because they just couldn’t spot what they needed to buy. If only you had someone to show them…

Now imagine providing the same kind of attention, care, service and support… but online. And one of the most effective ways to do that is through Live Chat.

Why? Because Live Chat is one of the most popular channels for customers, as it offers them to possiblity of receiving answers whenever they need them. So let's talk about the use of a Live Chat, and why your business needs one along with a platform of system to handle those Live Chat messages.

What is a live chat ticketing system? 

To understand a live chat ticket system, we break the term into two smaller parts — Live chats and a ticketing system. Here’s a quick breakdown of both:

Live Chat: A Live Chat is a real-time communication tool/channel that allows users to interact directly with your business through instant messaging on websites or mobile apps. It enables quick exchanges of information, providing immediate responses and fostering a dynamic conversation experience.

A Live Chat software like Trengo can be integrated right into your website or app so customers don’t have to go snooping around for your contact information.

Ticketing System: Think of this as a digital filing cabinet for customer inquiries. Whenever someone reaches out (through email, phone, or… you guessed it right…live chat!), a ticket is created. At Trengo we call them 'conversations', but whether you're talking about messages, conversations, tickets or other we're talking about conversation or ticket management here.

How it works is that a ticket keeps track of the customer's contact details, their ask, and any relevant attachments. Your support team can then work their magic and resolve the customer communication ticket efficiently and in real-time.

❌ Good to note that we're not talking about helpdesk tickets specifically. There are a lot of tools created for those specific asks that we won't touch upon here. Because in this blog we want to focus on customer communication and engagement.

💡RELATED: Interested in learning more about customer service in real-time? We’ve spilled all the beans here.

How does a live chat ticketing system work?

Let's say a customer starts a Live Chat conversation through your website. But the issue needs a deep dive. With a support ticket system live chat, your team can seamlessly convert the chat into a ticket. This ticket stores the entire conversation history, customer information, and any other details for easy reference. 

But how is this approach beneficial? Here's why live chat ticketing systems are customer service rockstars:

  • Smooth sailing: Need a more complex solution? No worries! Customers don't have to switch channels (like email) to get in-depth help. The Live Chat conversations effortlessly transition into a ticket for further follow-up. 
  • Efficiency boost: With your support agents not scrambling between platforms for chat and tickets, your efficiency will automatically boost up.
  • Crystal clear communication: Lost the context? Not a chance! Live chat ticketing systems combine the chat history with the ticket details, giving your support team the complete story behind each customer inquiry. 

Best ticket and live chat system vs. traditional methods

How do modern live chat ticketing systems like Trengo, differ from the traditional customer care approach? The old method is not quick, as the customer will submit a request and then wait for the response. On the other hand, Trengo’s real-time customer support is quick and convenient for more customers. With one of the magic terms being: real-time.

Moreover, the traditional ticketing system is not good at keeping a record of conversation history. But with a live chat ticket system, the entire chat history makes it easier for the support team to understand the issue and find the best possible solution. 

The impact of live chat ticketing systems on service delivery

Imagine a customer facing an issue with checkout on your website. With a live chat ticketing system, they can connect with a support agent instantly, get their problem solved quickly, and complete their purchase with a smile. 

Statistics show this kind of real-time interaction is a winner. For instance, 73% of customers say valuing their time is important to good customer service. 

Here are a few ways implementing live chat systems can empower your customer service department:

  1. Address customer concerns immediately

With quick online support, customers don’t have to hold or wait for replies to their emails. Now they get the help they need quickly or a heads up for the next step in real-time. 

  1. Gather real-time feedback  

During a live chat, agents can directly ask customers about their experience, providing valuable insights for service improvement.

  1. Foster brand loyalty

According to a survey by RightNow, 73% of customers will remain loyal to a brand because of its spot-on customer service.

Examples of businesses utilising live support systems

Betersport, an e-commerce store for sports enthusiasts, used Trengo to streamline their live chat ticketing system. Their support team didn't have enough time to answer all the incoming tickets and messages via their live chat. So they leveraged Trengo’s automated Flowbot

The result? One day, the bot alone took care of 158 queries for them, without a representative needing to move a finger!

Club Cañada is a Mexican swimming institute. The brand saw an increase in queries during the COVID-19 pandemic and used Trengo’s help to assist its clients effectively and quickly. Not only did their customer support team save valuable time, but they increased their conversions to 30%.

How can a live chat ticketing system help you?

Live chat ticketing systems aren't limited to a single business type or industry. These powerful tools can revolutionise customer service across various industries, including hospitality, travel, leisure, and automotive. Here's how they can specifically benefit each sector:


Customer service in hospitality can benefit from a live chat ticketing system by:

  • Offer personalised guest services: Your agents can recommend restaurants based on the guest's preferences, creating a more tailored and welcoming experience. 
  • Provide immediate response to inquiries: Guests can instantly get answers about amenities, room service, or anything else while they check out your website. This reduces frustration and increases satisfaction.


Travellers often have questions on the go. So a live chat ticketing system helps you to:

  • Deliver real-time travel updates and assistance:  Flight delays, gate changes, or itinerary questions can be addressed instantly, reducing traveller anxiety and ensuring a smooth journey.
  • Handle bookings and cancellations efficiently:  Your agents can walk customers through booking changes or cancellations in real time, minimising confusion and frustration.  


Planning leisure activities can involve multiple bookings and questions. A live chat and ticket system can:

  • Enhance the booking experience: Customers can get instant answers about availability, pricing, and specific event details before they book. 
  • Provide immediate support for on-site services:  Whether it's booking a spa appointment at a resort or resolving an issue during a concert, implementing live chat systems allows for immediate assistance and a more enjoyable experience.


The automotive industry thrives on customer trust. You can enhance customer service in the automotive industry through real-time support by:

  • Offering instant support: Customers can ask questions about repairs, schedule appointments, or clarify service details in real-time, leading to informed decisions and reduced stress.
  • Providing real-time assistance during the buying process: Live chat allows salespeople to answer questions about vehicle features, financing options, or the buying process itself, fostering a more confident and informed buying experience for customers.

Key features to look for in a live chat ticketing system

Live chat ticketing systems are amazing, but how are you going to decide which one is right for your business?  

Here’s a checklist you can use:

  • Data integration 

Online ticketing systems allow customer service agents to fetch customer’s past conversations and purchase history. This feature makes the process seamless for everyone. 

So, look for a system that offers seamless data integration with your existing tools and CRMs. 

  • Smarter support: Automation and AI

Live chat agents are effective, but they cannot handle all tasks at the same time. In such scenarios, AI and automation are crucial for enhancing the customer experience with technology. 

The best ticket and live chat systems, like Trengo, have automated features that help you with; 

Automated responses for common queries: Free up your agents by setting up automated responses for frequently asked questions (FAQs) about order or ticket status, shipping information, or basic troubleshooting steps.

AI-powered chatbots:  Trengo’s AI-powered chatbots can handle simple inquiries, qualify leads, or even schedule appointments, allowing agents to focus on more complex issues.

  • Data-driven decisions: Analytics and reporting

Knowledge is power, especially in customer service. Look for a live chat ticketing system with robust analytics and reporting tools. 

Tracking performance metrics: Keep track of average response time, customer satisfaction score, and resolution rates. Such data helps you find areas for improvement to enhance your online support strategy. 

Identify trends and patterns: Analyse chat transcripts to see what topics come up frequently. This allows you to improve your database or actively address potential pain points for customers.

Implementing a Live Chat ticketing system: step-by-step

Now that you know the importance of real-time customer support, let’s find out how you can implement it in your business. 

Step 1: Choose the right platform

Here’s the best possible way to select a live chat ticket system for your business. 

Industry-specific considerations:  

All industries have different requirements regarding customer service. For example, an e-commerce business will prioritise features like product recommendations in online customer support. However, customer service in the leisure industry would like to have seamless integration of the support system with booking platforms. 

So, before you select your live chat and ticket system, make sure that it completes your industry requirements. 

Scalability and pricing:  

Choose a platform that can scale with your business and offer pricing models according to your budget. Different platforms offer pricing structures based on features and the number of agents on your support team. 

Step 2: Check what’s included in the support ticket system. 

Once you’ve narrowed down a platform, it's time to evaluate its features. A real-time support and ticket system must provide: 

Platform setup and configuration: Most platforms offer assistance with setting up your company or account, customising branding elements, and configuring features to match your workflow.

Data migration (optional): If you're switching from another system, inquire about data migration services to transfer existing customer information and chat history.

Onboarding resources: Look for platforms like Trengo that provide training resources like video tutorials, user guides, and even live training sessions to ensure your team feels comfortable using the system effectively.

Step 3: Integrating your systems and communication channels

An ideal live chat ticketing system should seamlessly integrate with the tools you’re already using in your business, including: 

CRM integration: Integrating the support ticket system live chat with the CRM system helps agents analyse customer data and past interactions. This personalises the customer experience and streamlines agent workflow.

Help desk integration:  If you use a separate help desk system for managing support tickets, ensure compatibility for seamless transfer of complex inquiries handle tickets from live chat to email or phone support if needed.

E-commerce livechat integration: Consider integrating your live chat with your e-commerce platform for features like product recommendations within the chat window or real-time order status updates.

Step 4: Training staff to effectively use the system

Investing in agent training ensures they can leverage the system's full potential. The training can include: 

Getting familiar with the system: Train your team to get used to the new live chat ticketing system’s features and functionalities.  

Communication skills: Train your staff for effective communication during live chat interactions that include active listening, clear language, and de-escalation techniques. 

💡Trengo helps with training your customer support agents to hit the right tone of voice while dealing with customer queries.

Step 5: Measuring success and adjusting strategies

Live chat ticketing systems offer valuable data to optimise your customer service strategy. The features for managing future success can include: 

Track key metrics: Monitor metrics like average response time, resolution rates, and customer satisfaction scores. 

Identify trends: Analyse chat transcripts to see what topics come up frequently. Based on this data, you can enhance your knowledge base or proactively address potential pain points for customers.

Refine strategies: Use data insights to continually refine your approach to live chat. 

Handle customer messages in real-time 

From personalised guest services in hospitality to real-time assistance during the car buying process, live chat ticketing systems cater to various industries, fostering smoother workflows, improved customer satisfaction, and ultimately, a competitive edge.

So when your team is picking up customer conversations or tickets daily, make it easier for them.  Handle customer messages even better and take your customer service to the next level. Consider implementing a live chat ticketing system and experience the power of "now" in action. 

So, why wait? Embrace the future of customer service with Trengo and start delivering the exceptional experiences your customers deserve

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