A ticketing system is a tool or software that captures, organizes, and manages customer service requests. At its core, the system enables businesses to resolve customer requests (tickets) in a more quick and efficient manner.
Kakšne so prednosti uporabe vstopničnega sistema?
- Večkanalne interakcije
- Učinkovita ločljivost zahtevkov
- Prednostno razvrščanje zahtevkov
- Izboljšana produktivnost agentov
- SLA spremljanje in poročanje
- Pravi vpogledi v podatke
- Izboljšana kakovost podpore in večje zadrževanje strank
- Samodejne možnosti
- Pomembni prihranki (odprava potrebe po aplikacijah in programski opremi drugih proizvajalcev s shranjevanjem vseh sporočil in informacij o strankah na enem centraliziranem mestu)
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Katere izstopajoče funkcije ima programska oprema LiveAgent za vstopnični sistem?
Univerzalna mapa
LiveAgent’s universal inbox streamlines emails, phone calls, social media messages, knowledge base tickets, and live chat messages into a single, shared inbox. It also enables users to answer all incoming messages directly from the inbox without having to monitor or log in to each respective platform.
Hibridni tokovi zahtevkov
One of LiveAgent’s standout features is the hybrid ticket stream that allows agents to follow a customer’s ticket resolution journey across multiple channels in the same ticket thread. This means that if the customer starts a conversation on live chat, but later on follows up by email or phone, all three interactions will be accessible within the same ticket stream.
ID-ji zahtevkov, na katere je mogoče klikniti
LiveAgent vsakemu zahtevku samodejno dodeli enolični identifikator (ID). Če je eden od vaših agentov naletel na težavo in se mora obrniti po pomoč, lahko s svojimi kolegi zlahka deli ID, na katerega se enostavni klikne, da se pride direktno do vsebine zahtevka.
CRM
LiveAgent boasts a built-in CRM that enables users to create custom CRM fields. Store all the necessary information about your customers, including past purchases, tickets, and unique insights inside your ticketing dashboard.
Zaznavanje konflikta agentov
LiveAgent’s ticketing system alerts you whenever you’re stepping on another agent’s turf. For example, if you’re about to start answering a ticket that another agent is working on, the system will automatically alert you.
Samodejno dodeljevanje zahtevkov
With LiveAgent ticketing software, all incoming customer messages will be automatically assigned to an appropriate support agent, eliminating any confusion or loitering amongst your staff. Each agent will know exactly which tickets they need to answer, resulting in higher productivity levels and more efficiency.
Upravljanje SLA
LiveAgent’s ticketing system will monitor all your tickets for SLAs and notify you whenever you receive a ticket from a VIP client or whenever a ticket from a VIP client is about to be overdue.
Oznake in filtriranje
LiveAgent’s ticketing system automatically organizes all incoming tickets according to channel, priority, and date received. Users can also add tags to every ticket to make filtering easier and gain an at-a-glance overview of each ticket’s contents.
Zasebni zapiski
Agents can create private notes inside ticket threads that are visible to agents only. Private notes can serve as reminders or help bring other agents up to speed on a ticket or customer request.
Delitev in združitev zahtevkov
This feature can significantly speed up ticket resolution times. If you receive multiple tickets about the same issue from the same person, you can easily merge the tickets into one. Alternatively, if you receive one ticket that requires the attention of two departments (for example both sales and IT) you can split the ticket in two to ensure maximum efficiency.
Interni klepet in klic
Just like in Gmail, LiveAgent’s ticketing software enables you to chat with your online colleagues directly inside your LiveAgent dashboard. Internal calls are available too, of course.
Samodejna pravila
Ticketing automation rules can free your agents from mundane and repetitive tasks. By creating specific time and trigger-based automation rules, your ticketing system will be able to execute tasks like following up on emails or marking tickets as spam.
Poročanje
LiveAgent’s ticketing software is equipped with robust reporting and data analysis tools. Generate performance reports and SLA compliance reports.
Gamifikacija
Customer service can be a repetitive and thankless job. Make it more fun with gamification badges, levels, and rewards. Your agents will have something to look forward to every day, and a healthy level of competitiveness will boost their work efficiency.
Katere komunikacijske kanale lahko povežete s vstopničnim sistemom LiveAgent?
- Elektronska pošta
- Klepet v živo
- Telefon (lahko registrira neomejeno število VoIP telefonskih številk)
- Viber
- Kontaktni obrazci
- Portal za stranke
Zadovoljne stranke so najboljše stranke
Ponujamo storitve prenosa iz večine priljubljenih rešitev za pomoč uporabnikom.
Kako deluje vstopnični sistem?
Kadar koli se stranke obrnejo na vaše podjetje prek kanala, ki ste ga povezali z LiveAgent, sistem samodejno ustvari novo podporo.
Kako izgleda v praksi?
If you’re wondering whether your customers will be able to tell that you’re using ticketing software to answer their phone calls, live chats, Viber messages, Tweets, or emails, the answer is no. Check out how it works in this detailed video tutorial.
Vzpostavitev in delovanje vstopničnega sistema
To ensure you’re utilizing your ticketing system to its fullest potential you’ll have to connect it with all your email accounts, social media profiles, and phone numbers. You’ll also have to place our live chat widget on your site and create a LiveAgent support portal. Not sure how? Check out this getting started guide.
Viri baze znanja
Check out the complete ticketing system features list here.
Ali ste pripravljeni preizkusiti naš priznani vstopnični sistem?
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