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LEARN ABOUT: Importance of having a speedy and agile customer support process How to automate your help desk workflow Track, measure and optimize your automation process. KEY TAKEAWAYS: Understand and appreciate the importance of customer service automation. Steps to maximize help desk performance Actionable insights on the importance of help desk automation on customer loyalty. Watch the complete webinar recording here - https://www.happyfox.com/customer-service-webinars/five-ways-to-deliver-speedy-and-agile-customer-support/
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5 ways to deliver speedy and agile customer support
#AutomateHelpDesk
Recording of this webinar will be made available in https://www.happyfox.com/help-desk-resources/#webinar
Customer Support Work flow - Automation Opportunities
Receive request Categorize Assign
Confirm &
Close Resolve Collaborate
Customer Support Work flow - Automation Opportunities
manual:!sort and filter emails !categorize them!!
manual:!check each email !request and triage!!
manual:!confirm with the !customer and close!issue!!
manual:!ensure the team is up !to date via meetings !and emails!!
manual:!identify known issues !and send instruction emails!!
Receive request Categorize Assign
Resolve Confirm
& Close
Collaborate
Customer Support Work flow - Automation Opportunities
manual:!sort and filter emails !categorize them!!auto:!create tickets from !incoming email into predefined categories!
manual:!check each email !request and triage!!auto:!assign tickets to agents !per predefined rules !and conditions!
manual:!confirm with the !customer and close!issue!!auto:!automatic notifications and ticket closure!
manual:!ensure the team is up !to date via meetings !and emails!!auto:!subscribe to tickets, get notified on status, due date and activities!
manual:!identify known issues !and send instruction emails!!auto:!solve known issues !immediately using !canned responses!
Receive request Categorize Assign
Resolve Confirm
& Close
Collaborate
Happyfox Automation Capabilities
Collaborate effectively
Assign requests to agents
Respond quickly to known issues
Streamline Customer Communications
Receive and categorize emails
Subscribers
Auto-assignment
Canned Responses and Email Templates
Notifications
Email to tickets into predefined categories
Boost Your Help Desk Performance with Automation – twice over
» First contact resolution
» First response time
» Resolution time
» Agent Performance
» Tickets Throughput
» Customer Satisfaction
71%! 56%!
customers want response !within 5 minutes!
customers want !resolution in first contact!
