One good thing about a customised customer ticket management system is that customisation can be tailored to your specific requirements. Although the best customer ticket management system includes valuable default choices, you may apply out-of-the-box customisations to provide a customised support experience. Wolken Software help in simple configurations that can be implemented quickly and efficiently to make the customer ticket management system work for you.
When response teams have the correct technology, they can tailor the customer experience to provide the best possible experience and utmost satisfaction. a customised help desk management system has the ability to accommodate the various requirements of diverse companies due to its versatility. Listed below are some popular customisation features that an organisation add to their customer ticket management system:
1. Heat Maps
Customer service representatives are frequently faced with deciding which support ticket to handle first. With so many interaction channels, daily ticket traffic might be pretty significant. Heat maps evaluate criteria like time, status, and priority before offering the next best ticket to the agent, allowing them to make informed decisions. It creates a colour-coded heat index that indicates the ticket’s criticality or relevance, enabling agents to quickly identify critical tickets.
2. Support in multiple languages
There are no geographical boundaries in the online world. It’s not only about being understood; it’s about providing the most satisfactory possible experience for your customers. Users are searching for brands that go above and above their expectations. The remainder of the work is up to you and your ticket management system’s capacity to accommodate multiple idioms.
3. Workflow automation
You’ll need a customer ticket management system that uses rule engines for whatever industry you’re in. You can use these to develop automation rules for assigning new jobs. You can use them to send warnings when tickets are past due or develop a keyword-based filter system. It essentially eliminates the time between receiving a consumer request and delivering it to the appropriate individual. Simultaneously, it will limit the number of potential errors. Overall, workflow automation reduces agent workload and improves customer satisfaction.
4. Scoring system
Sentiment analysis includes a scoring system. The AI can calculate the state and behaviour of the consumer using a prediction model and give a score from 0 to 100. O represents negativity, 50 represents neutrality, and 100 represents extreme positivity. After assessing prior and current talks, this grade is assigned. When agents prioritise and address tickets, the scoring system comes in handy. The scoring system feature can also be added to reviewing customer satisfaction and feedback for better customer satisfaction.
When it comes to personalising help desk software, branding is crucial. You may change how agents, clients, and other vital stakeholders see your help desk. You can add subtle but crucial branding touches to your help desk to offer your customer care team a unique meaning and identity. Branding can include customisation as per your brand logo or colour schemes.
6. Request Widget
Pop-up widgets are an excellent tool for providing better customer service because they allow responding teams to reach customers. Instead of halting and pivoting during their journey on your website, help-seekers can get support from anywhere. Custom text and colours, and accessible fields can be used to personalise the widget’s design. These widget requests are routed through the same request queues as service desk and email requests, and they follow your team’s procedures and customised operations.A customised and efficient customer ticket management system is required to meet the dynamic requirements of clients. Wolken Software assures us to deliver an intelligent ticket management system that increases customer care team efficiency by avoiding repetitive errors. A company’s ultimate goal is to provide unsurpassed customer service, and this can only be accomplished with an efficient customer ticket management system.