Resolve That Issue. Quickly!
Turn your customer’s frown upside down with easy complaint management
Every customer complaint is a new opportunity to enhance your support process and win over your angry customers. 360Desk offers highly efficient complaint management features so you can easily turn unhappy customers into long-term clients. Complaints received from different sources can be tracked and managed from a single dashboard. By utilizing our powerful complaint management features, agents can offer timely and accurate solutions to each customer, thereby creating an increased number of enriching customer experiences.
Every complaint that is received as a ticket in your support centre comes with a unique ID. 360Desk allows businesses to create a customized ticket series. Define the starting number for a series of tickets and all the consecutive tickets will get numbered automatically. Ticket numbers get displayed in all the communication that is exchanged between the agents and the customers. By creating personalized ticket sequences, agents can easily distinguish between the tickets that were raised by different customers from different channels.
A ticket status helps in understanding the progress that has been made on a customer complaint. Customer360 offers several default ticket statuses – Open, Resolved, Closed, Suspended, etc. to name a few. You can update existing ticket statuses as well as create new ones for streamlining your ticket workflow. Define a hierarchy for the ticket statuses by assigning a priority to each one of them. With sequenced ticket statuses, agents can identify the tickets that need their immediate attention from those that no longer need to be worked on.
A ticket list page allows agents to make several changes to multiple tickets from the same screen. Different tickets can be split, merged, spammed or suspended without opening a new tab for each of them. Agents can also perform bulk action on tickets from this page. With Bulk Action, tickets can be assigned an agent or group, status, priority and tags. A single response can be sent to multiple customers with Bulk Reply. The ticket views and filtered search functionality offered on this page enable agents to quickly find the tickets that they are looking for.
360Desk offers a preview pane in all its ticket list pages for efficient complaint management. View the communication happening on different tickets from a single screen. Entire history of a ticket including details such as the agent or group assigned and the customer who raised the ticket is displayed in the preview pane. Agents can send a reply to different customers and share a private note with the team from the preview pane.
Quickly view and analyze the progress made on a certain set of tickets by creating different ticket views. Based on a list of pre-defined conditions, tickets automatically get organized into different views making it easy for agents to quickly access the required tickets. Customer360 offers three default ticket views. You can create additional views to suit your requirements. A ticket view has three access levels – Personal, Group and Global.
SLA or service-level agreement policies help in enhancing the quality of your product and service. By defining a specific time frame within which agents must respond to a customer and resolve their complaint, you can elevate the standard of your support centre. Helpdesk SLAs ensure that customer complaints are receiving timely attention resulting in quicker resolutions.