In today’s fast-paced business environment, automation is becoming one of the most imperative assets for providing high-quality service. For support teams experiencing high demand, it’s a necessity. B2B entities wanting to stay competitive must provide a good client experience. Implementing customizable customer support software provides a number of valuable benefits, one of which is email integration. In addition to making both external and internal communication seamless, businesses can also integrate email into their ticketing systems. This provides a certain level of automation for ticket creation and management. To get a clearer picture of how email can help your overall ticketing process, we’re going over some the primary benefits.
Assign Tickets Automatically
The days of manually reviewing tickets and filtering them to the appropriate rep are over. One of the ways this process has become much easier is through ticket automation. However, by integrating email into your configurable help desk software, you can create and assign tickets even quicker. In fact, all it takes is sending an email. Depending on certain factors, a ticket will be sent to a specific agent. This involves setting simple parameters in the email message itself. For example, certain words in the subject line of the message can act as triggers. Then a ticket is created and sent to a particular support rep or an entire department.
When a Client Sends an Email
With email integration, even your clients can create tickets. When a client with an existing account sends an email to your support team concerning an issue, a ticket can be created. What your client enters in the main body of the email will be included in the details of the ticket. The ticket will also include any attachments sent along with the message. This ensures the right person has access to all the information they need. Once the new ticket is created, it’s entered into the history record. Your clients can even get an auto-response stating the ticket was created successfully.
Follow Up on Tickets
Email integration not only helps you and your clients create and send tickets automatically, it can also be used to follow up on tickets. This takes a huge amount of the workload off your team and helps keep things organized. After a ticket is either sent in by the client or created by your team, an automatic email can be scheduled to be sent to the client after a certain amount of time. This ensures your client understands the issue is still being worked on and you haven’t forgotten about them. This type of automation is useful, as it instills trust in your clients and keeps them well-informed of the progress.
Email Alerts for Critical Tickets
Sometimes tickets require urgent attention and the response time of your team can have a big impact on client satisfaction. Using email integration, tickets that are marked as urgent can be set to trigger an auto response in the form of an email. These emails are then sent to the proper support staff so that the issue is looked into as quickly as possible. This is a great way email integration can be used to manage your internal process. Automation allows for alerts to not be send in only email form but also in mobile alerts, and desktop/browser alerts to agents based on the automation criteria.
Automate Your Ticketing System With Integrated Email
In a B2B marketplace where large service agreements are in place, automation is one of the most imperative assets when delivering customer satisfaction. Using email integration within your customizable customer support software is a great way to seamlessly create and manage tickets from clients and internally.
PhaseWare helps B2B organizations bring a high level of customer service to their clients with premium support software. Contact us today to learn more.