Nowadays, we are aware that businesses utilize various real-time communication channels. Mostly to streamline transactions and strengthen their relationship with consumers. No matter which channel they use to contact the business, support agents are under immense pressure to provide consumers with quick and informed assistance. Therefore, by equipping service reps with the proper tools and technology, the company is able to deliver consistent and excellent customer service.
This blog exemplifies why with interactive ticketing, advanced automation, seamless self-service, and much more — all for a reasonable price – Freshdesk makes providing customer service a breeze.
Ticket management in a Helpdesk management system enables the business to create a log, maintain, keep track, and resolve customer issues from a single and unified interface. Every helpdesk solution has a built-in ticketing module that ties all the customer issues, originating from different sources to ensure Service Level Agreements (SLA) compliance. By organizing all the queries, agents are able to respond quickly and promptly to them.
Freshdesk is omnichannel and allows you to receive customer issues from numerous communication channels, thus converting them to tickets. After which, it prioritizes, categorizes and assigns them to the right agent. Freshdesk ensures that agents are vigilant about their tickets and are working in collaboration with various teams to resolve customer issues timely & efficiently while guaranteeing high-quality customer experience.
Here are some of our favorite Ticketing Features, provided by Freshdesk.
SLA Management: An SLA Policy (Service Level Agreement) is your time commitment to your customers within which your team is expected to respond to the tickets and resolve the issues. In Freshdesk, the SLA functionality makes sure that your team responds to each issue within an agreed timeframe.
AI-Powered Ticketing: Freshdesk’s AI engine - “Freddy" provides faster resolution without compromising on the human element. It comes with a No-Code bot builder, which is leveraged to deploy smart customer-facing as well as agent-facing chatbots in minimal time. This helps take your business to newer heights. Some of its key features are:
Collaborative Ticketing: Freshdesk helps you create an environment where your team members work together to provide a “WOW” service experience to your customers.
Ideally, a key factor that affects whether customer satisfaction is high or low is the speed at which tickets are resolved. As a result, your help desk staff and customer support agents must prioritize the completion of all their tickets.
Leveraging the right ticketing system for your company gives agents access to the records of every customer interaction. Therefore, they always have the data at hand to deliver a smooth customer experience. It's crucial to eliminate the need to keep posing the same questions to your customers.
Yes, we know that it can be difficult to find the right ticket management software that seamlessly supports your specific ticketing workflows and that's why we are here to help.
Still confused as to how you can leverage Freshdesk's ticketing features to improve your agent productivity and ultimately your CSAT scores? Let us guide you - Reach out to us at: [email protected].