Get the "help" you need to ensure minimal or zero downtime. Whether it's the customer or the employees, nobody appreciates when the system isn't working and complaints are suspended. Having a system of support services leaves a positive impact in many aspects, such as an improvement in customer satisfaction, greater productivity of agents and some of the operational / commercial advantages.
Customer satisfaction
Customers want their query to be resolved quickly and with minimal effort. Delight your customers by ensuring first contact resolution (FCR). Keep customers informed by sending timely updates on the status of their complaint. In addition, it is easier for customers to ask for help through the channel of their choice. A support service ticket system creates a ticket for each customer interaction, regardless of the platform through which it originates.
Productivity of agents
Automate repetitive activity to help agents do more complex but satisfying work. Using the knowledge base, agents can access an information repository to help them effectively resolve customer complaints. In addition, having a unified interface will allow service managers to have a 360-degree view of the customer. Therefore, it allows them to serve customers better.
Business operations
Simplify the process to meet SLAs and prioritize certain actions when needed. Provide the supervisor with intuitive points and graphical data to effectively monitor the operation of the contact center. The supervisor can get an overview of the operations and can make informed decisions based on this data.
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