Important Features Of Help Desk Management System
Ticketing Automation Did You Know?
70% of the buying experiences are based on how the customer feels they are being treated. (McKinsey & Company)
For customer “Priority Ticket� matters the most.
Thus ticketing and ticket filter come into picture:
Ticket filters are used to auto-tag the high priority tickets.
Benefits of Ticketing Automation: ● An efficient help desk software can automate the ticketing process, helping businesses save time and money. ● Kapture’s helpdesk software can route tickets to agents automatically based on any chosen criteria (language, agent availability, etc)
Omni-channel Support Did You Know? Companies with the strongest omnichannel customer engagement strategies retain an average of 89% of their customers, compared with 33% for companies with weak omnichannel strategies (via Internet Retailer)
And the omnichannel ticket inbox brought powerful multichannel ticketing
Phone calls, emails, SMS, chats and social media tickets will arrive into one inbox.
Benefits of Omnichannel Support: â—? With omnichannel support feature, agents can attend to customer queries on all channels without having to switch applications. â—? A unified platform like this helps businesses reduce their turnaround time.
Live Chat Did You Know?
33% of consumers are more likely to buy from a company if they offer live chat support.
And the customer chat configuration was born
You can set up automated chat templates by scanning your frequently experienced issues.
Benefits of Live chat: â—? Live chat help agents chat with multiple customers at a time, capture, and store all customer-related data. â—?
Live chat can also use preformatted texts and replies, saving time for the business.
â—? Using live chat, agents can resolve complex issues that require human involvement
Knowledge Management System Did You Know?
73% of customers prefer a company’s website to resolve queries. (Dimension Data)
And the knowledge management system was born
A self-service portal makes use of knowledge base and provides quick solutions for issues.
Benefits of Knowledge management System: â—? A KMS can either be used for internal purposes or be accessed by customers through a self-service portal. â—? Field agents meeting with leads can refer to brochures available on the KMS using mobile CRM applications.
Collaborations
Did You Know? An efficient help desk software makes way for seamless team collaborations and interactions.
Collaborations
For instance, a support agent might need information access to a customer’s payment history and other financial records. Being able to collaborate with another team within the organization can help agents resolve tickets faster.
Kapture CRM provides it all! Book a demo