Streamline Your Ticket Triage with Low-Code Solutions

 Are these situations part of your service team’s daily life?

  1. Tickets get allocated to people not suitable, trained, or authorized to work on them.
  2. Tickets come to light only when someone asks for an update from the client side.
  3. Tickets pass through more than one layer of the helpdesk before they land in the right queue.

For 90% of service teams, this is so common that nobody is even particularly shocked when it happens. However, realize this: every time you let any of these situations happen, a customer somewhere is left waiting – their requests are not even close to being resolved.

This is why, despite good work and hard effort, customer satisfaction (CSAT) scores for most service teams don’t improve. But why do service teams struggle so much, when they have a CRM in place that promises to make life easy?

When the war cry on everyone’s lips is that of ‘automate, automate, automate’, why does so much work get done based on memory, intuition, and sometimes even guesswork? Let’s find out…READ MORE

1 view

Comments

Post a Comment

Popular posts from this blog

The Critical Role of SLAs in Customer Service and How Service CRM Helps

Image
  No two businesses are alike. However, every company knows one truth: finding new customers is hard work. That’s why keeping your existing customers happy is so crucial. Naturally, if you are a service manager, you have to think: what makes customers stick around? The answer is ‘satisfaction’, of course. It’s no surprise that CSAT scores are a hot topic in every customer service department. Now, while high CSAT scores are important, the way many companies approach it is, at best, highly flawed. You can’t expect customers to be happy if your customer service team is working in the dark. Unfortunate as it is, most customer service teams work in the dark. They react to problems and never understand why they happen, why they matter to the customers, what counts as satisfactory resolution, and so on. This is a massive gap, and that is why SLAs exist – to plug this gap and to marry ‘what service professionals do’ with ‘what customers want them to do’… READ MORE. #Customer...
Read more

Gamifying Work and its Importance

  In 2011, a game called  Foldit , an online puzzle game about protein folding, took the scientific world by storm by solving a mystery that had been unsolved for decades in three weeks. This was the first example of how this game challenge mobilized thousands of players from all over the world – who even had no  expertise  in this area – simply by receiving points and being part of a ranking. Read More...
Read more

Can a Low-Code Service CRM really turn your service center into a relationship hub?

Image
  “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” – Maya Angelou, American civil rights activist and poet. In a weirdly accurate way, this quote applies well to customer service in today’s corporations. Unfortunately, when customers reach out to a service centre, they expect a humane, empathetic, and organic response–rightly so. However, they often feel as if they’re just speaking to a machine. “ 80%  of customers say the experience a company provides is just as important as its products and services.” – Salesforce… READ MORE
Read more