Help Desk Software is one of the main features of Commence CRM. This feature allows businesses to deliver excellent customer service by making sure all requests are dealt with efficiently and that there is no loophole. The Help Desk software tracks communication between email and telephone workflow and helps companies to speed up customer response by managing the support queue accurately.
Under the Ticketing Systems, efficient ticket management in Commence CRM helps organise the requests of customers and helps business to cut through the complex data by pulling customer from an email which helps in targeting the right customer. This allows the help desk executive to attain calls from clients and log them in a simple and efficient manner, in turn, provides customer support executives to listen and respond accurately to customer’s feedback. With the use of Commence CRM’s Ticketing System, any businesses can easily track and responsive customer queries.
Another feature in the Commence Ticketing System is the Automation Suit. This process goes a bit deep which enables better assignment and implementation of the workflow. It means that any business can keep a track and ensure that customer’s queries are immediately assigned to a help desk executive for faster response. Business can set up an automatic notification system that can alert one about customer’s replies or respond to some feedback. When a support executive does not respond to any ticket, or when an issue is taking too long to get resolved, Service Level Agreement comes into play and ensures that these loopholes are brought to one’s notice and is taken care promptly.
Reporting and Optimization is one vital aspect of Ticketing System, and it constitutes one of the most critical functions of customer service in the Help Desk. Ticketing system pulls important information of all the essential escalation of the helpdesk. Managers and service desk representatives can understand ticket load and its impact on the customer service team. This feature helps managers to quickly set things in perspectives and understand how things are progressing and allows them to respond adequately to critical inquiries.