Cases are generated automatically, via the web or an email, or created manually by the team after a call. Cases can be of different types and have different priorities. Depending on these and other parameters, cases have a resolution flow and maximum resolution times per step. Cases can be escalated or eventually resolved with the participation of team members.
Reduction of resolution time
Minimize case resolution time.
Minimize the number of interactions with the client to the minimum necessary to gather the information needed to resolve the case.
Remember to follow up on cases
Do not forget to follow up on cases, especially when they are waiting for a third party (client or colleague) to do something or pass on some pending information.
It is important to use the communication channels that the customer prefers (telephone, mail or WhatsApp).
Information at a click
It is important to have access to information that allows to solve doubts both to the client and to the agent.
Activity recorded at all times
In order to understand the level of service and cost, it is key to record all activity, times at each stage and content of communications with customers.
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