Key Automated Customer Support Features | SolbegSoft

Key Automated Customer Support Features

July 22, 2020

    Customer Support Services are essential for every industry and business. You need to answer the calls, work with customers’ requirements or complaints, fix problems, create user guides or product descriptions. Today you can’t just sell your product or service and forget about the customer, you need to increase customer loyalty.

SolbegSoft is an expert in customer support services of every level. We developed several automated customer support applications through the strategic partnership with Zendesk. If you are looking for advanced customer support services, pay attention to its essential features. We have described some of them in our list. But first, let’s define what is the automated customer support?

According to Zendesk, the world leader in customer support and engagement, “Automated customer service is a method of consumer support that is provided by an automated system such as a help center, chatbot or other artificial intelligence. Automated customer support can be provided 24/7 and is used to both assist and reduce the cost of human support representatives.“

Key features of good automated customer support system:

Omnichannel communication

Customer can choose any preferable option – phone, email, social media or online chat to receive support from your company. Omnichannel communication is an essential part of any good automated customer support system. Synchronization among these channels provides records of the customer interactions across channels. This feature makes the support service convenient and easy for your customer.

Inbuilt Ticketing System

Perfect customer support system is a combination of customer interactions management and customer tickets management. Tickets can be created via multiple interaction channels and presented in a single window to the customer support agents. Hence, the resolution time of customer tickets is reduced, and overall customer assistance is better.

Self-Help Portal

According to Zendesk reports, the trend of self-support is on the rise every year. That’s why your company should develop self-help customer portal with knowledge base, frequently asked questions section and product descriptions. Self-service customer portal allows customers to be less dependent on companies for finding answers to the product or service-related issues. In addition, it increases the productivity of the support agents and helps them to focus on specific issues.

Ticket Prioritization

Automated customer support system identifies which tickets are to be resolved first to deliver effective customer service. Automated ticket prioritization on such crucial factors as time to SLA breach, count of pending messages, change in ticket status, etc., is an essential part of advanced customer support system. Smart prioritization streamlines the process for addressing the customer’s issues in a pre-designed manner.

Internal Helpdesk management

Internal helpdesk management system includes audit, agent collision detection and internal agent chat. These options help agents to communicate between each other and their supervisors. Helpdesk management system provides quick ticket resolution, boost the productivity and team performance.

Mobile Application

Mobile usage is another trend of today’s reality. People communicate, buy, sell and seek a solution or support through their smartphones. Therefore, brands need to ensure that they have user-friendly and full-fledged mobile platform as well. Automated customer support software that is easily available via mobile app surely has an advantage and increases the customer satisfaction.

To be continued. Stay tuned!

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