Dealing with volume
Our Kanban-based prioritization allows you to organize customer feedback, suggestions, and complaints in a clear and concise manner, transforming the flood of information into an efficient stream. This enables you to prioritize tasks effectively and efficiently, reducing the feeling of overwhelm and exhaustion that can come with managing a high volume of customer requests.
A sense of urgency
One of the main challenges that customer support teams face is figuring out what tasks to prioritize, how long they will take, and how to communicate this information effectively. Fortunately, our Time Allocation features provide helpful guidance and data to make this process easier. With just one click, you can see which tickets are the most critical and need to be addressed first.
The age-old question is:
"Who is going to handle this request?".
You can answer it easily by setting an auto-assignee at a specific workstep level, which automatically assigns the appropriate person. This simple yet effective solution saves time and ensures that the right person is assigned every time.
A reliable process
Solving a customer's complaint can be a satisfying experience. To maintain consistency in your operations and achieve positive outcomes while standardizing the process, our workflows are the perfect solution! Workflows guarantee that every step is executed precisely as it should be, allowing you to establish a framework for successful and repeatable resolutions.
If your process requires strict approval control, our workstep ownership feature is for you. This feature ensures that once a task has reached a specific stage, it cannot proceed unless it is handled by the designated workstep owner. Our application allows you to apply ownership at both the workflow and workstep levels.
Owning up to SLAs
Our calendar scheduling tools and time allocation features enable you to visualize your commitments to customers, track them efficiently, and provide accurate completion dates with due diligence and compliance. By assigning due dates to your tickets, our in-app calendar will show you exactly what needs to be addressed first.