These days Customers are more impatient than they have ever been. They expect companies to communicate in the way that works best for them, whether by phone, email, social networks or chat apps. Chat can provide immense benefits – but only when it is well executed.
That’s where the Apptivo Help Desk comes in. Apptivo Help Desk puts all your customer support interactions in one place, so communication is seamless, personal, and efficient–which means more productive agents and satisfied customers. With a sophisticated ticketing system for routing, prioritizing, and solving customer support interactions. It’s proven to improve customer satisfaction and increase agent productivity at any scale.
Apptivo Helpdesk provides two portals: one for customers, and the other for Users. Every Customer Request generates a ticket with its own unique ID. Customers can follow all the responses to their request using the ticket number and staff can do the same. When a customer sends in a request via email, the Apptivo Helpdesk converts it into a ticket, categorizes, prioritizes, and assigns it to an agent who can then respond.
By following this process all Apptivo users can provide better customer service. Read on to learn more about how your company can benefit from Apptivo Help desk ticketing.
THE CORE FEATURES
Apptivo’s Help Desk can be easily adapted for use by any company. A brand new business may just be looking for a simple ticket system, while an established enterprise may be seeking to automate their entire business.
Help Desk Ticketing
Apptivo Cases App allows you to track inquiries & problems from your customers from start to finish. Organize tickets by priority or category, route questions to the right team members, and ensure all Cases are closed on time. Each Case/Ticket contains a detailed history through the power of Apptivo’s news feed and can store every piece of data your business needs, even attach files from Dropbox and Google Drive.
Powerful IMAP Email Connector
Quickly deliver canned responses that are personalized for each recipient to increase efficiency. Continue the conversation from your mobile device or favourite email client, and the entire conversation is automatically tracked against the ticket in Apptivo.
Apptivo CRM will keep you and your employees organized. Have access to a central agenda which keeps track of every task and reminds you when work needs to get done. Experience our unified agenda which cross-prioritizes activities across all areas of your business. Even connect your Google Apps to stay in sync.
For businesses supporting multiple support channels, getting Cases into a single system is half the challenge. Allow customers to submit support requests via your website or other outside systems by leveraging our powerful REST API or WordPress Plugins. Apptivo Cases Portal provides users with the ability to add their customers to specific cases, so they can log in and view the progress of the case details using their own account.
Service Level Agreements (SLA)
Ensure that customers and their issues are responded and resolved according to business policies. Define multiple SLAs and map them to customers to provide escalated support channels for your top clients. When SLAs are not met, automatic notifications can be triggered by the right team members, and the cases can be re-assigned if needed.
Gain insight into your performance against SLAs and average response times. Identify trends in your cases, such as identifying a faulty product, or an overloaded team member. Managers can easily receive breakdowns of activities for every employee to make sure the whole team is staying on top of the tasks assigned to them.
Limitless Customization Options & App Extensions
Every business has unique needs for their support tool. Create an unlimited number of custom fields, generate custom reports, and disable the unwanted feature. Even deploy completely different versions of our apps using the “App Extensions” feature, which allows you to manage multiple custom ticketing systems with their own workflows.
A True 360 Degree View
With Apptivo’s powerful CRM integration, you can use the 360° tool on any Customer to have one page with a comprehensive history of Communication, Notes, Sales, Invoices, Quotes, Work Orders, Projects, Support Tickets, etc… Everything your team needs to make fast & informed decisions with every support interaction.