A collaboration of various customer support teams guarantees a delightful customer service experience. A shared inbox feature helps agents to effectively manage their customer-facing inboxes. Agents can see who is working on what and track customer queries, issues, requests, and bugs. The customer service email software enables agents not to miss on customer requests. Customer’s delight comes from timely responses and teamwork plays a crucial role in doing so.
Employing the email support software enables managers and system administrators to better organize & manage tickets. They can track, prioritize, label, mark and assign tickets to customer support and other teams. Teams can collaborate through internal notes, comments, history, alerts, and knowledge base. Agents can create child tickets for tracking internal subtasks. Managers can even measure a ticket’s resolution time using the help desk software reports and ensure to shorten it.
Customer service email management comes handy with ProProfs Help Desk. The customer receives an auto-response on new ticket creation. Automation features of the customer service email software also include alert to the customer on user response, new ticket notification, ticket assignment notification, alert to the user on customer response, overdue ticket notification, and alerts received by users on internal notes.
Our help desk ticketing system enables agents to resolve customer tickets faster. Quick resolution of customer issues comes with prioritization, team commenting and canned responses. As customer emails hit the support inbox, admin managers can assign the ticket to the concerned individuals or teams. No request goes missing and a quick action leads to faster resolution. Setting up workflow rules around filters, priorities and service level agreements also help a great deal.