Automation has been a hot topic in the business world for the past few years, leading to a ton of advancement in the area, from usage to programs to applications. This attention can even lead to some haywire approaches to using automation as companies try to keep up with the ever changing tide of customer service requirements. It’s a necessary item to include in your arsenal to ensure that you can give the people what they want and need…but how do you avoid the many pitfalls of using automation in an inefficient way?
At PhaseWare, we recommend that you ask the experts — that’s us. We have spent over 10 years developing customer service software and intelligent automation techniques that will simplify the process for both your agents and your customers alike. Trial and error and a consistent attentive eye towards our customers (and their customers!) has led us to design some of the most robust, efficient automation software options on the market today. Here are some of the top features of our incredible software:
- Ticket management assistance: When a customer ticket escalates, our software will engage the process automatically and inform the appropriate parties instantaneously. Agents will receive notifications of any and all relevant information in whatever way works best — texts, e-mail, or popup window. You will also see automatic incidents created from incoming customer e-mails, and self-service submissions.
- Customer updates: one of the biggest complaints that companies receive is that their customer service functions move too slowly and customers are not being kept abreast of the situation with updates. With our automated update service, you won’t even have to worry about it in the slightest. Customers will be apprised of the process of their tickets and automatically receive e-mails on any important updates.
- Simplified reporting: If you run reports regularly, you know how helpful it can be to keep your company’s information at your fingertips. You also know how time consuming it can be to ensure that you’re collecting the right data. PhaseWare’s software comes with over 80 reports available automatically, out of the box. This means you’ll have your fingers on the pulse of the company every day, automatically.
Automation software isn’t just a gimmick for show — it can be used as one of the most powerful tools available to you and your employees. The main goal of automation is to provide comfort and ease. This means when you make the choice to provide intelligent automation, you choose to aid and alleviate your team every day of the year.