Angeline Somers
Conquest Care and Support Agency Ltd,
Customer Service Ticketing Software - Optimize On-Field Support With DeskXpand
Managing customer requests and a pile of tickets on an everyday basis can get tricky without a proper system. Everything from ticketing queue management to resolution can become cluttered if you do not have the right tools at your disposal. DeskXpand is a collaborative support ticket software with omnichannel and automation functionalities that helps you manage everything effortlessly.
Fuel Teamwork and Efficiency With the Right Software
Utilize a pack of powerful collaboration features to improve visibility and help your team provide better support experiences to the customer with DeskXpand support desk software.
Ticket Grouping and Assignment
DeskXpand enables your support agents to enforce efficient practices with automation functionalities. You can capture and log incoming tickets (from all channels)and distribute them automatically based on agent expertise. You can create multiple ticket groups to segregate your ticket queue and assign them to agents with relevant expertise. This ensures that you do not miss even a single ticket from any channel.
Easy-to-use User Interface
Are your customers keeping you on your toes? With DeskXpand support ticket software, you can get up and running within minutes across all channels. DeskXpand has a simple and intuitive user interface for effortless customer interaction. You can customize your support ticket software as and how you want and reinforce it as a part of your brand. DeskXpand makes it easy for the agents at the support end as they do not have to juggle between various platforms, passwords, and tools anymore. They can manage everything from the same place.
Collaborative Task Management
Task management in customer support is extremely complicated and disintegrated. Besides, agents need to collaborate for complicated tasks and queries. DeskXpand’s built-in task management capabilities make it easy for agents to manage complex issues and collaborate easily. DeskXpand lets you break down large major tasks into smaller sub-tasks. You can then assign these sub-tasks to different agents so that they can work simultaneously on it.
SLA Policies
DeskXpand lets you define service level agreements for all your workflows during the entire ticket journey. You can define parameters like first response time, ticket assignment time, average response time, average ticket closing time, etc. The SLA policies you set directly speak to the customers about what your brand stands for.
Omnichannel Communication
It is difficult to provide adequate service by leveraging only one support channel. In order to create a seamless customer experience, DeskXpand lets you communicate with customers across numerous channels. DeskXpand collects queries from all the channels you’re active on, brings them together in one interface, and converts them into tickets. The agents can view, manage, and work on these tickets from a single dashboard at the support end. With DeskXpand, you can set up well-orchestrated support workflows across email, self-service, feedback, live chat, and help widget.
Comprehensive Knowledge Base
Leverage the power of comprehensive self-help tools like a knowledge base, web-based FAQs, how-to guides, and video tutorials to improve your support response. Self-help options empower customers to search for queries themselves which eventually lessens the burden on the agent’s shoulders. It also lessens the overall resolution time as customers will not have to wait for agents to respond. Adopt self-help tools today and aim for efficient, low-cost, and instant customer support.
Analytics & Reporting
Data and analytics help you measure your overall customer experience, monitor agent productivity, ticket metrics, resolution journeys, etc. All of this with minimum clicks! Valuable insights from customer data can help you evaluate your strategy and design better customer experiences. DeskXpand support ticket software analytics enable you to have a 360-degree view of your support performance and chart better customer experiences.
Have The Right Tools At Your Disposal
Use the right tools, and ensure that you don't leave your customers hanging. Serve them 24*7 with the most robust support ticket software and boost your company revenue.
Collaborative Service Execution
Leverage the power of collaboration features and unite your teams and channels to work together to provide better support experiences.
Team Management Made Easy
Manage every aspect of your customer support, including your team, easily. Streamline your processes with DeskXpand support ticket software and start reaping the benefits in no time.
Increase Support Productivity
Faster response time, effective query resolution, and 24*7 support availability increase overall support productivity. This, in turn, improves customer loyalty which further contributes to your brand visibility.
