A help desk is an efficient tool that helps and manages a vast amount of customer interactions and organizes them to help organizations provide better and faster query resolutions. An efficient helpdesk management system also enables businesses to unify tickets which originated from various sources or platforms but created by a single user.
This way the helpdesk agents can keep the track of every interaction that took place and provide instant resolutions based on previous tickets and resolutions. For an efficient customer support management, a Help desk management system is the most efficient and crucial tool .
CX or customer experience is the key to build the foundation of a stronger customer base. In order to build delightful customer relationships a helpdesk system that segregates queries, organizes them based on priority, merges and aligns all the queries based on users and sources and does so much more is crucial.
A seamless helpdesk CRM Software like Kapture can help in providing a customer 360 degree so you have all the information you need when you require it the most. Tickets can be assigned based on an already configured logic like round-robin, priority, department, etc. or a custom logic that suits your workflow. With Kapture’s helpdesk software solution, you can expect:
Businesses deal with a greater volume of tickets. For this very reason, the deployment of an efficient helpdesk software solution which is capable of handling a vast number of conversations. The agent shift management feature is specifically designed to help businesses assign specific shifts to customer support agents to ensure that tickets are never being missed or go unresponded.Read More...
While working with a number of departments, each department needs to be assigned specific SLAs for increased FTR (First Time Response). If the ticket is not resolved within a specific timeframe, it will be automatically re-routed to the next designated person for further escalation. This happens with a set of custom escalation sets that can be defined within the helpdesk system.Read More...
In case of a service outage, all incoming tickets around this outage appears as a master ticket. So when different customers out to you with questions about the outage, all these tickets get filed under the master ticket.Read More...
Responding to consumer queries faster can help increase the CSAT score which also helps in an increased customer retention . A positive customer experience harnessed from a quick resolution can help build stronger customer relationships. Deploying an intelligent helpdesk CRM software that enables the customer support team to provide instant contextual responses through predefined templates.Read More...
Feedback is an extremely crucial part of building a stronger customer foundation. A helpdesk ticketing system enabled with Feedback and Survey management can help in improving and impacting customer relationships on a deeper level. Asking the consumers to provide a simple feedback or enabling a feedback template in an email after the query resolution can help the entire team highlight the current areas that require improvement.Read More...
Enable your helpdesk system to work to it’s true potential. Helpdesk management system comes with ample helpful features that drastically improves the customer experience ergo delightful customer relationships.
Prioritizing tickets based on priority can help customer support representatives understand which ticket requires their attention. The tickets can also be labeled manually and can be tagged as per the priority (High, Medium, Low). Under this, a certain time span can be defined to ensure that all the tickets are resolved under the specified time frame. If the criteria has not been met, then the unresolved tickets can be escalated to the next level.
Deploying a help desk ticketing software that brings all the communication to one platform has become a crucial part. However, enabling the single sign-in for all the channels to log in is still a time consuming task. An intelligent and smart helpdesk management system such as Kapture brings single sign in to the platform that helps the customer support representatives to login and respond from a single account. Tickets can be disposed of from the single account and the same will reflect on the other accounts.
Businesses today need multiple APIs as a lot of the customer conversations depend on different platforms. Until integrated, those conversations may never reach their intended designation. Enabling businesses to connect faster with customers through their preferred platform and respond to queries as soon as they arrive is paramount. This is possible with multiple API integration capabilities that enable businesses to start conversing with the customers with a simple Plug ‘N’ Play.
Enable your customer support representatives to do more with a knowledge portal that helps convert helpful customer resolutions into useful content. This centralised knowledge portal can be accessible to the whole team that makes work-related content and information easily available.
Tickets always look the same regardless of the communication channel. Respond to chats through different platforms but stay in the same ticket thread. Have all the information available when you need it.
Managing a large volume of customer conversations can be time consuming, especially those queries which are commonly asked by the customers. A helpdesk software enables businesses to provide faster and relevant resolutions ensuring your customers find the immediate solution. It also enables your customers to make decisions on things like scheduling/modifying shipment delivery, addresses, etc. Simultaneously, consumers can go ahead and cancel the order and instantly get notified via ticket.
Helpdesk management system is smart enough to understand that the arriving tickets should be assigned to the already occupied agents. The round robin features ensures that tickets are only assigned to those customer support representatives who have marked themselves as available ensuring faster responses. Round robin can also be configured based on department, priority, agent ticket handling skills etc.
Through an efficient help desk ticketing software, businesses can ensure that arriving tickets or customer queries are prioritized and resolved under the specified time. This happens due to proper keyword tagging that enables the system to understand which ticket requires the most attention. Tickets can be tagged based on department, priority, ticket status, etc. to give your customer support representatives give a complete clarity.