Must-Have Incident Management Features

A successful B2B customer support system relies heavily on the management of tickets and the efficiency of your support agents to use that same system to resolve customer issues. Your support agents could lose track of their daily tasks if they experience higher than usual workloads, if the current ticket management system does a poor job of organizing the tickets, or if communication gets lost between the ticket management system and email communication. If you find yourself in a situation where your agents are familiar with any of the before mentioned issues, it might be time to look into a more powerful and organized solution. Below are some of the top features that your customer support system should offer in order to keep tickets organized and your agents at peak performance.

Automatic Communication. With the right solution in place, you can respond to incoming emails automatically with integrated email support. PhaseWare’s outlook integration will allow you to easily set up e-mails to be automatically sent when certain conditions arise within the customer support system. When using this feature, the system will attempt to create a new incident or update and existing incident each time a message arrives in the system box. Not only that, but any attachments that arrive with the email will also be stored in the system. This will mean the end to lost communication between your outlook inbox and your incident management system.

Single Interface: The PhaseWare solution gives your customer support agents a single interface for managing all user information, incidents, solutions, tasks and alerts. This will improve your agents’ productivity and performance by creating a one-stop-shop for all their ticket handling needs. A simple interface also means that information can easily be searched for and managed with a few simple clicks.

Powerful Searching: Speaking of searching, your customer support solution should allow agents and managers to search for information as quickly as possible. When a new support request comes in, your agents will have the power to search through a powerful knowledge base to expedite the first call resolution rate. Our solution will let you keep a searchable repository of frequent responses to common issues that will surely please your customers. When creating a new ticket, a built-in function of the software will quickly pull up a ranked list of pre-stored responses that can be used in resolving the current case. The correct response is then pulled into the ticket notes without having to copy or paste. This will allow your agents to respond with a valid response in a matter of seconds.

Stay tuned for Part 2 of this series where we will discuss: Visual Workflows, Dashboards & Widgets, and Multichannel Support for Incident Management.



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