Organize incoming customer support issues and maintain rapid response times with advanced helpdesk ticketing. Give customers various ways to reach out to your support team, and streamline the ticket creation process for your reps. Create dedicated support groups to ensure best-in-class support. Analyze your team’s performance and continually improve your results.
Let Agile CRM automate the time-consuming administrative tasks involved in helpdesk ticketing. Use it to define ticket priorities, set their status, and route them to the appropriate support rep.
Your customers can create a new support ticket by emailing or calling your support team. The system guides you through ticket creation, asking you all relevant questions so that support tickets stay well-organized at all times.
Offer your customers the option of chatting with a live support rep when they are on your website via a pop up that appears when they arrive. Your reps ensure visitors are not left waiting with the ability to manage multiple chat windows at once.
Segment out groups of customers based on their support needs (e.g. the use of a particular product), as well as corresponding support reps skilled in solving for those particular needs. Then automatically route incoming support tickets from those customers to that corresponding helpdesk group.
Keep your finger on the pulse of how your customer support team is performing with helpdesk analytics and reporting. Tracking metrics such as tickets closed, SLAs violated and average time to resolve support issues.