Get the "help" you need to ensure zero or minimal downtime. Whether it is the customer or the employee, nobody appreciates if the system breaks down and complaints are suspended. A helpdesk system has a positive effect on various aspects, for example, improving customer satisfaction, increasing agent productivity and some of the operational / commercial benefits.
Customer satisfaction
Customers want their request to be resolved quickly and with minimal effort. Make your customers happy by guaranteeing the resolution of the first contact (FCR). Keep customers up to date by providing timely information on the status of their complaint. Easier assistance for customers via the channel of their choice. A help desk ticketing system creates a ticket for each interaction with the customer, regardless of the platform they come from.
Agent productivity
Automate repetitive tasks to help agents perform more complex but more satisfying tasks. Agents can access an information repository via the knowledge base to efficiently resolve customer complaints. Support staff receive a 360-degree view of the customer through a uniform user interface. In this way, they can serve customers better.
Business
Streamline the process to meet service level agreements and prioritize actions as needed. Support for the supervisor with intuitive graphs and data points for effective monitoring of contact center operations. The supervisor can gain insight into what is going on and make informed decisions based on this data.
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