Where Tasks Manage Themselves
Setup automations for easy and efficient task management
It is very important for a customer support team to have their daily tasks planned and sorted. Customer360 offers a wide range of features and automations that allow your support agents to focus on all their tasks and help enhance customer engagement . Use these features as per your convenience to deliver maximum customer satisfaction. Share internal notes and task lists with fellow support agents and collaborate to provide excellent customer service. Here are some amazing things that you can do with Customer360 features to manage your tasks.
Integrate all your support accounts with Customer360 to get customer emails from these accounts in your support centre as tickets. With all your mails getting converted to tickets automatically, you can save a lot of precious time and are no longer required to juggle multiple email accounts. By configuring all your support accounts with the support centre gives you access to all your customer queries and issues through one portal. This makes planning and managing daily tasks easy and convenient. Excited? See why top companies use Customer360. Sign up now!
Give importance to those tickets that need immediate resolution. Build Priority Levels for your tickets to plan which task is to be performed first. Ticket Priorities help support agents manage their task load and focus on resolving tickets as per their importance level. Every ticket generated in the support center can be assigned a priority level for agents to realize which tickets are to be tackled first.
Customer360 offers an amazing feature that allows you to assign tickets generated in the system to respective support agents automatically. Set up Ticket Routing Rules to make sure that right ticket is assigned to the right agent. All you have to do is select the conditions that a ticket has to fulfil and the agent to whom such tickets should be assigned. For instance, if you want tickets generated by a particular customer to be handled by one agent only, create a routing to do so automatically.
While you define Routing Rules for automatic assignment of tickets, you can choose to assign them either to one particular agent or a group of agents. When you add agents to the support center, you can also put them in specific groups as per their specialization. Tasks can also be assigned to an entire agent group so that they can collaborate on the issue and resolve it effectively. For example, all ‘Sales’ tickets can either be assigned to one agent or, to an agent group consisting of agents from the ‘Sales Team’.
Setup routing rules for your chat requests as well.