Support Ticketing & Case ManagementJamie Horastead2020-05-04T16:27:04+01:00
SUPPORT TICKETING & CASE MANAGEMENT
There are few things that annoy customers more than being passed from one part of a support desk to another and having to explain their query again and again and again. Perhaps the only more annoying thing is explaining an issue in great detail to one agent, agreeing they will call back and then never hearing from them again. The customer has to initiate contact again, explain the issue all over again, and then when the second agent promises a call back the customer is going to be sceptical. They’re certainly not having a positive experience.
Automatically create cases and unique case numbers.
Set case priorities.
Assign tickets to individual users or groups (queues).
Track all emails, notes and activities.
Integrate with Outlook, Office365 and Google Apps, so all your contacts, emails and activities are synchronized.
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As soon as a customer has contact with one of your agents your CRM platform automatically creates a case where the agent can record all the details of the query. It assigns a unique case number so it’s quick and easy for them or a colleague to recover all the relevant information on that query.
This happens with phone calls but also emails, webchats, social media and so on – regardless of the channel used, everything is stored in one place. Workbooks CRM integrates with Outlook, Office365 and Google Apps, so all of your contacts, emails and activities are synchronized.
This makes sure agents have all the information easily accessible and readable, so that whether they are picking up a colleague’s case or returning to a case after a pause of an hour or a month, they know exactly what’s happening. And they never need ask a customer to explain it all again.
What’s more CRM from Workbooks helps prioritize cases so that your team is always dealing with the case that is most urgent or where the team is able to have the most impact. It gives you confidence your service team is being used in the most efficient and effective way possible. And ultimately this delivers better, faster customer service, driving high customer satisfaction and advantage over your competitors.
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.