We meticulously crafted the workspace where client inquiries (tickets) are to be handled, enabling just one manager to process hundreds of support requests daily with maximum effectiveness.
There are three ways a client support ticket can be created:
No matter how a ticket is created, it is assigned a unique identifier. Such identifier can be used to track the status and whereabout of the ticket in the system.
Tickets contain information necessary for a quick and qualified response: creation date, author’s profile info, ticket category, inquiry language, attached files, status, etc.
Clients can rate the quality of each manager response, which can be used to extract analytics based on this criterion and gauge satisfaction dynamics among company clients.
All tickets are linked to the client’s profile making up their personal history of support tickets.
All tickets that land in the back office are automatically grouped by category and sorted by creation date. This allows managers to be put in charge of specific categories (e.g., answers to questions related to API integration can be accessed by an employee with appropriate competency), as well as to track response time.
Next to the ticket category name, a total number of tickets and a number of unanswered tickets are displayed.
When selecting a category on the right-hand side, a list of all tickets specific to this category is displayed inside of it. To compose a response to a client, a manager has to click on a particular inquiry. Other managers will see the name of the employee who is viewing the ticket at the time, which helps to avoid cases of two managers working on the same ticket.
The online chat feature allows for real-time client support. Before chatting with a client, a manager selects ticket categories to take on. The ticket queue is updated automatically as more messages from clients come in.
When responding to a ticket, a manager sees the client’s current status (online/offline), whether the client is typing or not, etc. If the client is inactive for the period specified in the settings, their ticket automatically moves from the online chat queue to the regular one.
The act of selecting a ticket from the list brings up a ticket handling interface. Client messages and manager responses are colored differently for convenience.
When answering frequently asked questions, reply templates (snippets) can be used. Snippet texts are organized in a tree-like structure which enables managers to find the right answer among many templates. Besides that, to reduce response time, each snippet is assigned a unique code. All a manager has to do is enter the code in the response form, and the system will automatically put in the appropriate snippet.
If you provide multilanguage support, snippets can be translated into other languages. When a manager selects a snippet, the system automatically inserts the snippet text in the language that the client asked the question in.
After becoming familiar with an inquiry, a Customer Support representative composes an answer and sends it to the client solving the question (status “Solved”) or keeps the ticket open (status “In Progress”) if the problem has not been fully solved or additional information is required.
If the issue doesn’t require solving, the manager selects the “Closed” status.
If information from third parties is required to resolve an issue, the manager, having requested additional information from them, selects the “Postponed” status and sets the time when the system will remind the staff to give the client an answer.
The notification system allows the staff to be immediately informed as soon as a client has replied in their ticket and, thus, promptly react to the comments and process the new data.
Client also gets notifications about each reply from the support service through various channels: email, SMS or push-notifications in the mobile app.
To provide clients with qualified assistance, a specific specialist who will take care of their issue can be assigned. The issue will be displayed in the Assigned section on the manager’s task panel.
Tickets that are not assigned to a specific manager are reviewed as they come by all available specialists in turns, until all tickets are solved. It is convenient since it allows managers, including those who work different shifts, to respond to clients in a more timely manner.
To make cooperation among managers even smoother, a system of internal comments was implemented. It allows the manager responding to a previously-attended inquiry to quickly get up to speed and plan out a solution for the issue.
The KoenigFinance platform has a built-in tool for internal analysis of client inquiry handling performance. You can evaluate both the performance of the client support department as a whole, and the effectiveness of each particular employee.
We are always happy to answer any of your questions regarding the features and capabilities of the KoenigFinance platform as well as provide real-time demonstration of our products.
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