A ticketing system can help automate the management of customer queries and interactions from all the channels involved. By generating a unique ticket for every customer, agents can effectively work upon the actions required in an efficient manner.
Lgorithm Solutions offers an all-in-one ticketing system and helpdesk system. From voice, call, SMS, chat, social media and the addition of our CRM, the agents experience a 360 degree view of the customer. All the interactions for a single customer are clubbed into one single ticket which the service agents can view easily. With proper ticketing system, escalation of issues and queries would be done as prioritized and as per business protocol.
With integration of the CRM, in the event that a customer connects again, the agent will be able to see the information about the customer’s previous handling. Because of this, the agent will be informed even before the call ends about the estimated time for the issue to be fixed—solving the query in the most efficient timeframe.