Omni Channel customer service is a communication channel that offers a unified customer experience, so customers can be reached through various channels such as phone, email, Facebook, Twitter, WhatsApp, and so on, making it easier to provide good and fast service.
However, Omni Channel customer service alone is not enough without good management in handling the flow of incoming messages, setting priorities, and making it easier to handle every problem that arises, whether related to products or services.
Zendesk-based OmniChannel integrated with the 3CX system provides a better experience. Here are the benefits of having a ticketing system:
1. Improves SLA Compliance
You can tell whether your SLA is being met on the channels you have opened. With a ticket system, you can set SLAs for various characteristics such as urgency level or by company name.
2. Faster response time for ticketing.
Besides SLA compliance, tickets help improve overall response time. All channels are combined into one platform so agents do not need to open many other applications. This can reduce the chance of unanswered requests caused by too many applications.
3. Consistent priorities
As an Admin, you can set the default sorting according to company policy, so agents work on tickets in the order the company wants. Sorting can be a combination of SLA, Ticket Status, Urgency level, time since the customer replied, and so on.
4. Answer tickets with context.
One difficulty with omnichannel is responding through different communication channels because it is hard to track related information. With all communication on one platform, the agent answering the call can immediately see all the correspondence that has taken place with that customer.
5. Time savings for the Customer Service team
A number of time-saving features, such as quick access to the Knowledge base and other information, make it easier for the customer service team to resolve issues that call for repeated answers.
6. Collaboration, transparency, and continuity.
With a ticketing system, issues can be seen by all agents and managers. This creates a collaborative atmosphere that lets experienced agents help less experienced ones when they get a difficult service request.
7. Better support resources.
A helpdesk solution that lets agents identify common questions whose resolutions can be repeated effectively. This can be provided in a Knowledgebase where customers can choose a topic and find the answer on their own.
8. Better reporting data
With a ticket system that unifies all channels, the numbers on the wallboard reflect:
SLA non-compliance: Compliance statistics that reflect patterns
Average & maximum Response: How long do agents take to respond to customer messages? When is the longest wait time?
Average & maximum resolution time: Besides response time, the total time to resolve a customer request is also important. A direct review of tickets marked as Resolved will help make sure they meet the company’s criteria.
Ticket volume per day, time of day, day of the week: These statistics let the company get an accurate picture of when customer support is busiest and when more resources may be needed or available.
