Use the power of customer context to improve agent productivity, promote self-service, manage cross-functional service processes, and increase customer happiness.
Email : All your customer emails get pulled into a convenient interface where you can easily respond to them. This is the best way to handle customer service emails, even when you use several email addresses.
Social media : You can view and manage your customer's communication via social media like Facebook and Twitter. You can reply to tweets and posts from your help desk and even set keyword alerts
You can chat with customers to understand their concerns better, and give them more timely, personalized help. Ticketing system software helps you convert chats into tickets if the issue needs more detailed attention.
Effective ticketing tools allow you to use cloud telephony. Receive and make phone calls from within the help desk. Log, record and monitor these calls, and convert them into tickets or associate them with existing ones
Asking a customer to introduce themselves repeatedly will frustrate them and waste a lot of time. The customer service process is a lot easier when the agents can see the customer's previous tickets raised with the company from any channel, along with their latest ticket. Empowered with this context, they can solve customer issues better and faster.
Apart from streamlining customer conversations, it's also important to have the time needed to build customer relationships. But that's difficult to do when there are too many tickets to rush through, and some may need more attention than others. The best solution? Let your customers find answers themselves.
Handling tickets is easier when agents know who's handling what. With clever automations, your customer service can run smoothly. You can set up different SLAs and Workflow rules for each channel, and make sure customers get resolutions on time. Apart from this, you can also set Assignment rules to ensure that tickets from a particular channel get assigned to the right agent.
When you have a multichannel ticketing system, you can measure how much your customer service has improved and how happy your customers are. Details like which channel has the highest ticket traffic and typical resolution time for tickets under each channel will help you find bottlenecks and resolve them quickly. Certain ticketing tools also let you create customer reports and dashboards, then schedule and export them.
Whether it's a post you've made on Facebook or Twitter, or a post where someone else has tagged your business. Help Desk brings them all to one interface. You can create a new Facebook post or publish a new tweet, and also respond to your followers. Each of these posts can be converted into tickets so your agents can track and work on them appropriately.
Every post or message sent to your social handle can automatically be converted into a ticket. You can even configure the settings such that only posts or messages with specific keywords get converted into tickets and routed to relevant agents or teams. This saves your agents time and brings their attention to customer concerns that require immediate intervention.
Instant responses for instant happiness.
Help Desk's embeddable chat widgets let you be within arm's reach when customers can't find what they're looking for in your Help Center. Your customers can get in touch with your agents instantly, right from the Help Center, so your agents can respond and help them find answers faster.
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