Help Desk Software for Telecom Services
Everything you need to support your telecom customers in one place
Telecom help desk software is designed to help telecom businesses offer delightful support to their subscribers. Whether a customer shares an issue via email or live chat, you can capture all requests in one place. Help desk features, such as internal collaboration, reports, self-service, chatbots, etc., help businesses improve subscriber retention and exceed expectations.
Every department needs to join hands and work in complete sync for efficient telecom customer service. Assign queries about ongoing offers to your sales team or route tickets about major complaints to your IT technicians.
The best way to avoid common queries is by empowering customers with robust self-help material. With telecom helpdesk & customer service software, you can create a dedicated knowledge base and reduce your ticket volume.
Assign different roles such as Admin, Manager, or Agent to determine the extent of information people can access. You can also choose to keep your external help center Private for a few customers or Public for everyone.
Automatically assign tickets to available agents with the help of the Round-Robin method. Our customer support software for telecom services allows you to create powerful chatbots and offer round-the-clock assistance to subscribers.
Support queries or issues should not get the best of you even when you are on the move. With a dedicated telecom help desk mobile app, agents can track the progress of tickets, communicate with other agents, and respond quickly.
When you understand your customers better, you can look to make every interaction count. Agents can easily access the ticket history to understand what went wrong in the past or the reason for the present contact.
As a telecom business, you can receive hundreds of thousands of communications from subscribers, business partners, vendors, and other stakeholders. Easily manage multiple shared inboxes (support@, complaints@, info@, etc.) from a single dashboard. Proactively engage with your audience via live chat invitations and offer assistance in real-time. Create web forms and allow support agents to get all the context and information they need to resolve an issue.
With ProProfs telecom help desk software, team members can add internal notes or comments to tickets and collaborate across the organization. Break complex issues into multiple child tickets and assign them to different departments for faster resolution. Each team member can see who is working on what, receive collision alerts when two people are working on the same ticket, and avoid sharing duplicate replies with customers.
Telecom subscribers can have multiple queries related to the latest offers, subscription packs, validity, roaming charges, and so on. Save your team’s time by creating a search-friendly knowledge base and encourage customers to explore self-service opportunities. You can even upload forms and other relevant documentation to digitize your process. Use telecommunications software to share automated email alerts with customers and agents and keep everyone on the same page.
If you want your Telecom business to become a beacon of “delightful support,” you must monitor the customer experience. Use our telecommunications ticketing software to share CSAT, NPS surveys and monitor customer satisfaction as well as loyalty. Keep a tab on your agents’ performance with powerful help desk metrics and KPIs. Closely monitor how customers rate their interaction with your support team and identify bottlenecks in your process.
Create canned responses for email, live chat, and delight customers with fast replies.
Include more details about a ticket, such as cost, time, etc., by adding custom fields.
Add internal notes to support tickets to discuss issues or offer context to other agents.
Mark the priority of tickets as High, Low, or Normal and keep your inbox well-organized.
Share automated feedback surveys with customers to monitor their support experience.
Create an internal knowledge base for your employees and enhance productivity.
Everyone should give it a try!
I love ProProfs user experience. The interface is easy to use yet packed with powerful settings.
Director of Technology Initiatives, Touro College
Excellent Customer Service!
ProProfs support is one of the best I have experienced. They truly care about their customers and deliver resolutions fast.
Health Licensing Coordinator, Nebraska Department of Human and Health Services
No credit card required.