Customers want to deal with agents who know what they are talking about. And they want to speak to them straightaway. They don’t want to be passed around the support team, with agents either guessing at a solution or just passing it onto the next person who may or may not have the right answer to their query.
Automatically allocate cases based on your defined rules and criteria.
Highly customizable allocation rules to fit the way you want your support team to work.
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Triaging cases is complex. It requires understanding of the query being raised, detailed knowledge of the skills and expertise of every agent on the support team, and up to the minute information of who is available. For many organizations the focus is simply on the final aspect – queries are routed to whoever is available to handle them.
CRM from Workbooks automates it all. It builds an ever-increasing picture of agent skills and knowledge, and so cases can be automatically routed to the agent best qualified to resolve them.
This bring several benefits. It increases the chances of a rapid, accurate resolution. With fewer calls being passed around it makes the team more efficient. It encourages agents to build deep, specialist knowledge, and this makes for a far more satisfying job than the typical support desk model where generalists all struggle to serve increasingly frustrated customers. With CRM in place agents can become highly valued experts.
Automatically create cases and set priorities. Assign tickets to individual users or groups (queues). Track all emails, notes and activities in one place. Synchronise with Outlook, Exchange/Office365 or Google Apps.
Maintain visibility of performance to your agents with reports & dashboards, and display them on a screen to drive behaviour day-to-day. Make key customer metrics visible to management for better decision making.