Build delightful customer experience by providing seamless customer support across platforms with Kapture’s Helpdesk Ticketing Software. Enhance your customer engagement strategies by bringing all the queries into a unified dashboard.
A helpdesk is an efficient tool that helps and manages a vast amount of customer interactions and organizes them to help organizations provide better and faster query resolutions. An intelligent helpdesk management system also enables businesses to unify tickets that originated from various sources or platforms created by a single user.
This way the helpdesk agents can keep a track of every interaction that took place and provide instant resolutions based on previous tickets and resolutions. For providing efficient customer support Tools, a Helpdesk management system is the most efficient and crucial tool.
CX or customer experience is the key to build the foundation of a stronger customer base. In order to build delightful customer relationships, it is imperative to have a helpdesk system that segregates queries, organizes them based on priority, merges and aligns all the queries based on users and sources, and many more.
A seamless helpdesk CRM Software like Kapture can help in providing a customer 360 degree so you have all the information you need when you require it the most. Tickets can be assigned based on an already configured logic like round-robin, priority, department, etc., or a custom logic that suits your workflow. With Kapture’s helpdesk software solution, you can expect:
Businesses deal with a greater volume of tickets. For this very reason, the deployment of an efficient helpdesk software solution that is capable of handling a vast number of conversations is crucial. The agent shift management feature is specifically designed to help businesses assign specific shifts to customer support agents to ensure that tickets are never being missed or go unresponded.
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While working with a number of departments, each department needs to be assigned specific SLAs for increased FTR (First Time Response). If the ticket is not resolved within a specific timeframe, it will be automatically re-routed to the next designated person for further escalation. This happens with a set of custom escalation sets that can be defined within the helpdesk system.
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In case of a service outage, all incoming tickets around this outage appear as master tickets. So when different customers reach out to you with questions about the outage, all these tickets get filed under the master ticket.
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Responding to consumer queries faster can help increase the CSAT score which also helps in increased customer retention. A positive customer experience harnessed from a quick resolution can help build stronger customer relationships. The solution is to deploy an intelligent helpdesk CRM software that enables the customer support team to provide instant contextual responses through predefined templates.
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Feedback is an extremely crucial part of building a stronger customer foundation. A helpdesk ticketing system enabled with Feedback and Survey management can help in improving and impacting customer relationships on a deeper level. Asking the consumers to provide simple feedback or enabling a feedback template in an email after the query resolution can help the entire team highlight the current areas that require improvement.
Read More...Kapture provides you more than just a helpdesk ticketing solution. Our helpdesk management system comes with ample helpful features that drastically improve the customer experience and provide delightful customer relationships. The significant features of Kapture’s helpdesk CRM are:
Segregating tickets based on priority can help customer support representatives understand which ticket requires their attention. The tickets can also be labeled manually and can be tagged as per the priority (High, Medium, Low). A certain time span can be defined to ensure that all the tickets are resolved under the specified time frame. If it fails to meet the criteria, then the unresolved tickets can be escalated to the next level.
Kapture's Helpdesk Software is a cloud based solution that powers your business with tools that help you create long lasting relationships with your customers. Let your search for the perfect helpdesk software solutions come to fruition. Try Kapture FREE FOR 30 DAYS.
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