Customer service and support software streamlines documenting, resolving, and reporting of customer issues, and it automates common support activities. The solution improves agent productivity and performance thus resulting in increased customer satisfaction.
Customer Service Software provides automated trouble ticket generation which tracks every request that comes in, whether over the phone or through email. The system helps in prioritizing and route requests to the correct agent.
A well-implemented system increases satisfaction, empowers agents, and provides transparency and reporting to management on the support process.
The solution offers following benefits:
Increased accountability - By documenting every contact and its interaction, the system enables the management team to monitor and analyse the agent performance.
Improved coordination - The solution allows both the sales and service organizations to interact as needed and gives real time customer information.
Better management - Agents are equipped with necessary tools thus helping them to work efficiently.
Faster resolutions - Customer support systems reduce the amount of time required to resolve an issue.