Utilize a shared inbox platform and give your team accountability to improve transparency. Help them collaborate in order to address the customer needs efficiently.
Collaboration is an integral part of the ticketing system software and DeskXpand helps you get everyone involved. Save your inquiries from falling through the crack with a shared team inbox.
Enable open and effective communication across teams and within agents of the same teams with DeskXpand ticket management system.
Let your agents know and view if someone else is viewing or replying to the ticket and save potential collisions through the Online Ticketing System.
No more juggling between internal CC, BCC, and forwards. Let your team members chat within the thread for discussion.
Our linked ticket feature lets you combine similar issues together and send the progress of the tickets all together in one go.
This feature ensures inter-team collaboration by enabling multiple teams to work on an issue parallelly.
Scale up your support with collaborative online ticketing system software. DeskXpand offers a non-chaotic ticket management system between team members.
DeskXpand ticket management system comes with a unique and robust service level agreement management function where you can specify as many policies as needed.
Create targets for the entire workflow like time taken for first response, time taken for ticket assignment, response time, ticket closing time, and so on.
Keep track of the deadlines by tracking ticket lifecycle based on elapsed time, request categories, minimum response time, and so on.
Prevent potential SLA breaches through automated escalation actions for each and every commitment. Notify the right team member to get the tickets resolved in time.
Set visual alerts and notifications to ensure that as the SLA breach time approaches, those problematic tickets get more attention.
Monitor the SLA performances and keep setting stronger targets to deliver a refined and thorough customer service experience.
Enforce the best practices for all workflows and processes with automation. Minimize the downtime for your end-users by timely ticket resolution and optimize your customer support.
Gather and analyze different types of customer data and metrics, in order to get valuable insights and evaluate your strategy to design better customer experiences.
Combine quantitative and qualitative data to analyze your first-time response. Improve operations to know the peak timings when you receive the maximum tickets.
Analyze the customer journey to identify the most frequent issues that customers encounter and include them in your knowledge base.
Analyze reports to predict the behavior of prospective clients so that agents can be better prepared to assist them.
Faster and more accurate resolutions, coupled with fewer interactions with support staff, results in higher customer satisfaction.
DeskXpand’s Online Ticketing System not only helps you create incomparable customer experiences but also helps improve your brand recognition and customer loyalty.
Manage multiple email addresses easily in the helpdesk and reply to tickets using your company’s domain name.
Let your agents send personalized professional emails. Every agent can create their own signature and add it to the tickets.
Send customized messages requesting customers to rate their experiences after resolving their tickets.
Choose the right customer service software for your business. We are ISO27001 certified online ticketing system software portal experts with 14+ years of industry experience. Request a personalized demo and find out how our product can help you delight your support staff and your customers.
Jonathan is an enthusiastic entrepreneur who deals with the healthcare industry. He was thinking of coming up with a new startup to help a particular territory for medical supplies and information with a B2B and B2C model.
Michelle runs an online service marketplace. She’s been running it for a year now. Her business includes providing home services in multiple categories like home cleaning, artworks, furniture supplies, etc. She came to DeskXpand, to find out more about the self-service portal.
Adam has an online eCommerce store of apparel. He had just started his journey in this space. Acknowledging the giant number of digital footfalls on his store, along with an increasing number of customer queries, he wanted a solution that helps him serve an incomparable customer service.
Deskxpand has been very responsive and attentive to my business needs whenever I reached out to their team. Easy to work with, knowledgeable, overall a great experience.
Scott A PrecourtGraphics Design and Marketing
Deskxpand is a great tool. It has several features that help the whole team get results. Through it we can synchronize our expectations of results with reality.
Analista de Sistemas