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Sobot Ticketing: Born to Collaborate
Agent, often seen as a face of customer service, receives lots of customers every day. They can answer simple inquiries, but fall short when facing complex questions. It’s time to involve other departments for support.
Not All Inquires Can Be Solved by an Agent Independently
Some of the situations, such as “return of goods” or “maintenance”, are impossible to solve by only agents themselves, it requires team efforts. A collaborative effort involving individuals comes together to tackle and resolve more intricate issues, even if there is only one agent for direct contact.
However, it’s hard for agents to manage an internal collaboration manually while contacting customers simultaneously. That’s why a TICKETING system is needed for customer service collaboration.
Build a Collaboration Streamline by Ticketing
When a front-line agent meets a problem that needs to be transferred to other teams, the agent should accomplish several key actions:
- Collect all information about the customer and requirements without omission.
- Transfer the requirement to the right person/team to deal with, while in the right order.
- Handle the completion status for each step in the entire process, and feed it back to the customer timely.
- Responsible for truly solving requirements, and satisfying customers.
It seemed difficult for an agent to hold such actions for only one requirement. Fortunately, a Ticketing System can solve all of those above.
A workflow of AC maintenance context, with Ticketing support
Let’s take a look at an example in an air conditioner maintenance scenario.
When a customer raises a requirement, the agent could create a ticket with an “AC maintenance” tag. Automatically, the Ticketing system will send it to the after-sales department, which is preset by the administrator.
When the repair technician updates the ticket complement status when finishing his work, every relevant person in this task chain will get a system notification. It will also remind the customer of the order.
By using ticketing, agents could release more energy for serving other requirements, and the roles at every step of this workflow will know what they need to do clearly. Above all, the requirement can be solved efficiently, which will result in higher customer satisfaction.
4 Reasons for Sobot Ticketing to Be Your Best Choice
As an all-in-one contact center solution provider, Sobot offers a friendly ticketing system that is more suitable for agents. There are 4 key reasons for you to choose Sobot Ticketing for your customer service:
- Super easy to create
- Efficient circulation
- Solve on time
- Real-time in sync
Super Easy to Create
For agents, it’s really necessary to keep every action EASIER, to ensure everything is correct without confusion. Offering a higher efficient service to customers.
One-Click efficient creation
With Sobot Ticketing, agents can create tickets directly on the workbench, while simultaneously importing essential historical customer information. No need to manually input extra customer data.
That means agents do not need too much time to collect information, any crucial points can be gathered automatically.
Preset frequent work
High-frequency work scenarios can be preset in Sobot Ticketing. When the conversation aligns with the predetermined conditions, a ticket is automatically generated. For example, when the “return of goods” scenario has been preset, if there’s the same scenario requirement coming, a ticket will be automatically created, with no other actions by agents.
It will help agents save valuable time and eliminate the need for manual intervention.
Furthermore, duplicate tickets will be prevented. The system will alert you when it finds duplicate or similar requests, avoiding unnecessary duplication of work.
Efficient Circulation
Agents should not be requested to send every ticket to the right role and right order, a qualified Ticketing system must fulfill this function.
Effortless assignment and transfer
By presetting, tickets with different requirements will be transferred to the corresponding workflow. Roles on every step will receive tasks one by one automatically, which will enhance the whole task efficiency significantly.
Seamless automation with Chatbot
Even in the absence of agents online, or maybe there are no agents’ employees temporarily, Sobot Ticketing can also collaborate with Chatbot, to build an extremely automatic online service.
Sobot AI Chatbot can be deployed to receive simple inquiries. When a preset requirement comes, Chatbot will create a ticket and transfer it to workflow with specific tags. It is suitable for startup businesses, or the company that have only 1-2 agents, to avoid missing customers’ inquiries.
Solve on Time
Solving problems is why customers come to find agents, and they probably have their expected timeline, which impacts satisfaction. But it’s hard to promise the time especially multiple roles in the workflow.
Setting Service Level Agreements (SLAs)
Every node of every workflow can be set as a separate SLA in Sobot Ticketing. If a node exceeds the specified time limit, a reminder will be triggered to alert relevant roles. That will ensure all nodes can finish their job on time.
Automatic Priorities Upgrades
The tickets will be upgraded intelligently which Sobot Ticketing found they are out of the time limit. This guarantees that urgent tasks receive the attention they require and are promptly addressed.
Real-Time in Sync
It is necessary to let everyone in the task know how things are going on, especially for agents and customers.
For agents, they have full visibility of the completion status for each step on their workbench. Allowing them to respond to any questions or concerns at their convenience.
For customers, Sobot Ticketing can connect with their order details, preparing for their check at all times. If the reminder trigger has been preset, customers are automatically notified when their tickets have been resolved.
What’s more about Sobot Ticketing
Now Sobot Ticketing is open for a free trial! If you are looking for a strong weapon for internal workflow support, it’s worth trying now!
In addition, if you have any other contact center requirements, you are welcome to choose our Omnichannel Suite with Live Chat, Chatbot, Voice(telemarketing & service) included.
How Sobot Ticketing integrates with other products in customer service
