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HELP TICKETS SUBMISSION ON ONLINE HELPDESK
It goes by many names – help desk, customer support desk, or service desk software. But, by definition, a help desk support system enables the companies to resolve customer issues efficiently by simply automating complaint resolution process with ticket management.
Importance of Help desk Management System (HMS)
Faster Ticket Resolution :
The customers do not care about what is happening within the organization. They are only concerned about their own concerns. Thus, having a help desk solution enables the agents to resolve the tickets faster. The agents can also get access to a repository of FAQs to answer the customer query faster to improve satisfaction.
Keeping the Customer in the Know:
Customers like to know what is happening with their query. With a help desk software, sending out regular updates on the status of the customer’s request becomes easier. The customers will be kept in the loop throughout the life cycle of the ticket and not just when it is resolved.
Multi-channel Customer Support:
Customers like to connect with the support team through the channel of their preference. An omni-channel ticket management system enables just that. The customers get the freedom to raise a complaint from any medium – voice, email, social media, etc. The HMS empowers the agents to create tickets
Monitoring and Reporting :
Enabling the supervisor to monitor the functioning of the contact center with real time dashboards and detailed reports. The real-time data helps the supervisor to take informed decisions about resource allocation to ensure agent satisfaction and operational efficiency
Service Level Agreements (SLAs) :
Keeping track of the SLAs help in making sure that they are not breached. With a help desk management software in place, the managers are not only able to set the SLAs but move things up in case of a priority case.
Ticket Prioritization :
The supervisor can set the rules about prioritizing certain tickets or allow the agents to do so. This is particularly helpful in case of High Net Income customers or in case of tickets where the interaction history with the particular customer has been less than satisfactory.
Streamline Operations :
With an all-in-one help desk management system with CRM, the organization can ensure seamless functioning. Be it ticket creation, assignment, merging tickets or editing the customer information, the agent can do it easily. With this, the organization can get rid of the problem of silos. Hence, no more disjointed conversations and better customer satisfaction.