Some situations and customers require immediate attention. Is there a change in shipping for a wholesale order or a delivery issue before the holidays? Don’t lose time looking for these types of inquiries that need to be prioritized. Create a View where you can immediately see all priority tickets without the effort.
Arrange views and sections based on the unique type of attention (and action) your tickets require. Consolidate tickets based on variables like language or topics like damaged orders and cancellations. Be halfway through resolving tickets as soon as you sign in for the day.
Have dedicated agents for chat or special customers? Let them sift through the white noise by having a dedicated view that consolidates only the relevant inquiries. Help your team focus on what they know best without losing context from prior communication on other channels.
Let your team build shared views for a specific channel or topic that’s only shared among relevant agents. Improve collaboration and efficiency without overwhelming your team.
Define Views by topic, channel and the assigned agent who has the most expertise in the specified area. This ensures customers can get the best resources you have available.
Give your first-response time a boost by setting up Views that organize tickets by status, channel or customer sentiment. Help your agents efficiently navigate around Views and prioritize inquiries for a lightning-fast first-response time.
Like most people, your customers are happier when they know they’re heard. Complete your setup with views, tags and rules to make sure that you can follow up your first response with a timely full resolution and a five-star rating.
Create a view that brings together all closed tickets with a focus on common inquiries (e.g. shipping status). Use these designated views to eliminate training accidents while helping to onboard new agents faster with context.
Once you have the main views and sections, encourage your agents to create their own private views to focus deeper, consolidate, train or archive. Monitor anytime you want to advise or find inspiration.