Manually or automatically create tickets for customer interactions
across different channels - Voice, Email, SMS, Social Media, Chat etc.Unify cross-channel interactions so agents can access all interaction activity, customer data, previous interactions and knowledge base from a single window.
Get an all-around view of the customer interactions with the help
of unified desktop and empower agents with insights from all interaction channels. Drive Agent ownership with an end-to-end ticket visibility for your agents.
The supervisor can see the live distribution count of tickets in real time along with agent availability. Monitor different campaigns along with the SLAs graph to ensure agent productivity and alignment with the organizational goals.
Integrating an efficient ticketing system with your contact center is essential to take a leap in the customer service domain
Efficient Ticket Management
Faster Ticket Resolution
Enhance Agent Productivity
Improve Agent Satisfaction
Automate Mundane Activities
Improved Customer Experience
Set up Ticket SLA's and Turn around time to effectively communicate the life cycle of a ticket to agents
Assist agents by visualizing ticket's priority,
calculated based on varied factors like
ticket status, Industry Jargon, sentiment
Combine two or more different interactions into a single interaction along with an option of selecting the parent ticket to manage the hierarchy.
Agents can track tickets internally when
collaborating with other back-office agents to avoid redundancy and always stay updated with the current ticket status
Use Event and Times based rules to set in motion automated workflows for timely resolutions of cases keeping the customer in the loop at each status change
Get a consolidated view of all tickets from various mediums such as Voice, Chat, email, Social Media (Facebook and Twitter), and SMS.
The multi-chat support option enables the agents to interact with the customers across various chat platforms. (Web Chat, In-App Chat, Messenger, Twitter DM, LINE, WeChat, and Viber). Manage all your social media interactions (Twitter, Facebook) to create a new ticket or align it with a previously raised ticket.
Dashboards to provide real-time information about the overall operational functioning of the contact center along with the individual agent performance. Empowering the supervisor with dashboards for live monitoring of tickets created via chat campaigns to analyze and take spontaneous decisions.
Insert placeholders for email notifications and canned messages for replaceable variables such as - Ticked ID, Ticket subject, customer name, to send automated, personalized emails to reduce response time and improve agent efficiency. Standardized response format to eliminate human error.
Set an event automation rule, enabling the supervisor to track and monitor the journey of each ticket and get a notification when certain pre-listed events are triggered. Eg, on creation of a new ticket, the supervisor is notified that a new ticket has been assigned to their queue.
Set up rules with conditions and actions that will be triggered after specific time interval for rules with the matching condition, letting the supervisor and/or the customer to track the ticket. This ensures the successful completion of the SLAs and in case of a delay, the stakeholders are duly notified.
Improve the ticket management by allowing the agents and supervisors to perform a set of operations on multiple tickets in one go. The agents can save time by not having to take the same action on individual tickets and can select multiple tickets at the same time.
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