Four reasons why B2B ticketing systems are not collaborative

By Antoine Aubert

Last update on Dec 28, 2022 · 2 min read


One fundamental difference between B2C and B2B client support lies in the recurrence and complexity of clients' cases. Logically, B2B support should be more personalized and context-enriched than its B2C counterpart.

Yet, in reality, what happens is quite the opposite, and B2C companies tend to be more client-centric. A survey conducted by the customer experience management company Qualtrics found that B2C companies tend to score higher on customer satisfaction measures, such as Net Promoter Score (NPS) and Customer Effort Score (CES), compared to B2B companies.

Why ticketing systems are failing collaboration

Many B2B businesses rely on ticketing systems to centralize client interaction and automate case resolution with issues categorization into tiers.

A significant aspect of client experience and satisfaction for non-transactional cases (implying human interactions) is the ability of both parties to communicate efficiently and quickly to get what they expect from the exchange. Current ticketing systems have been trying to automate client issue resolution to minimize costs, but they've done it at the expense of collaboration client experience.

Here are a few reasons why current ticketing systems don't fit your needs when solving complex customer issues.

  1. Limited access: Ticketing systems often have strict user permissions and access controls, limiting team members' collaboration. Only specific individuals may be able to view, update, or resolve tickets, which can hinder collaboration and hinder the ability of team members to contribute their expertise and knowledge to solving problems.
  2. Limited visibility: Ticketing systems can be siloed, meaning it can be difficult for team members to see the full context of a problem or issue. This can make it difficult for team members to understand the root cause of an issue and contribute their ideas and insights to finding a solution. In addition, limited visibility can prevent proper visualization of the progress and status of tasks and projects, hindering collaboration and coordination.
  3. Lack of integration with other tools: Many ticketing systems cannot integrate with other tools that team members may use for collaboration, such as project management or communication tools. This can make it difficult for team members to collaborate seamlessly and lead to confusion and inefficiencies.
  4. Inflexible workflow: Some ticketing systems have rigid and inflexible workflows, making it difficult for team members to adapt and collaborate on tasks and projects. This can lead to bottlenecks and delays in the workflow, which can hinder collaboration and efficiency.

We have built Isla as a ticket-initiated client collaboration tool that brings together the best of ticketing systems, messaging apps, and project management tools to centralize clients' requests and discuss clients' cases with relevant teams in a single and intuitive place.

Request early access to our private beta if you want to move on with next-gen client collaboration.

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