Will They Increase Business Efficiency?
If you are still managing tickets via email and have already reached the stage when it is hard to keep track of all these parallel threads in your inbox, then implementing one of the mentioned solutions will likely represent a drastic change by streamlining the process and introducing clarity. Besides, automation of various tasks, events, assignments, prioritization according to predefined rules can transfer lots of routine work from your agents to computers, boosting efficiency even more. Of course, time is needed to get used to the product, to set up the rules, to train employees, but all these are worth the effort.
Are They Only Suitable for Big Companies?
There is a misconception among some businesses that such products are appropriate only for big enterprises with operation volumes. While it is true that some software solutions are tailored to better serve this kind of clients, there is another segment on the market that focusses more on SMBs (with monthly plans serving even up to 3 users). Consequently, the small size of your business should not be stopping you from upgrading your workflow and processes to the next level by using specialized software. All you have to do is make the right choice when choosing the software solution.
Do They Allow Creation of a Knowledge Base
Yes, the overwhelming majority of solutions on the market does allow the creation of customizable knowledge bases. Moreover, this could be done to serve both customers and in-house employees, which is great news when it comes to the integration of services and improving agent-customer relationships. By referring to the same items in the knowledge base, customers and agents can achieve better cooperation, faster problem resolution, and the business – a higher overall efficiency.
Do They Allow to Integrate Communication from Multiple Channels?
Yes, there is a great number of products that do allow ticket creation from social platforms like Twitter or Facebook. Other communication channels are represented by phones, customer portals, web forms, in-app actions (including from smartphone). As for ticket creation through email inquiries – this is already an accepted standard.
What Unique Features Can One Find in Such Products?
Some of the most interesting unique features include:
- chatbots powered by AI and machine learning;
- adherence to the ITIL standard (this feature is more prevalent in mature products focused on larger companies);
- gamification features;
- customizable dashboards, pre-defined reports, widget support;
- Google analytics integration.
While these questions are just an attempt to introduce you to the field, you can learn much more online or on the websites of corresponding software vendors.