Monday, January 2, 2017

How do CRM's allocate cases on the availability of their agents

Once you define how many Tickets, Chats, and Phone calls your Agents can handle, your work can get a lot more easy. Few agents are capable of managing more while few could manage less. An Email ticketing system can make sure your Agents can always have an optimal load. Apart from which you should also be able to automatically rotate phone duty, set pause times for the Agents and let them rest when need to be. An ideal customer service email management should be able to manage this.

When a customer encounters any issue with the product or service, they would like to approach and report to the company that has provided the product or service. And a help desk executive would process the issue to provide a solution. This is a manual procedure and tedious sometimes. So, there is always a solution(software) to automate the process. In the CRM words, we call it as a Customer Support Automation which is also called help desk software or service desk software or customer support tool or email based ticketing system or Trouble Ticket System.

Image result for Round Robin Ticket Assignment

CRM Business Process Automation Component can also allow you to create Case Communication templates in an email based ticketing system and design a workflow. A manager from the support team can do the first level qualification of each Case and allocate it to the right team / right person for further action and solution. Also now if the volume of cases/tickets is very high a manual allocation may be very difficult to handle. At times the team logs on to CRM and can open each case and self-allocates them the case depending on how much time they have.

If the company has an incentive mechanism then the customer support team members themselves manually allocate whatever cases are available at the moment and finish answering/responding to the case.

Automatic Case / Ticket Assignment: CRM can be configured to work automatically and assign the Cases / Tickets to the customer support team. CRM systems can be configured to use one of the two logical assignment methods for this.

Round Robin Ticket Assignment: CRM automatically allocates all the new tickets one by one to each person. Once it allocates to all the team members, it starts allocating to the first person in the list and then repeats the process again and again.

Least Busy Ticket Assignment: CRM assigns cases/tickets to the least busy user within the team. The term - least Busy is defined by the person who is with the least number of unread emails assigned to them or the cases assigned to them.

Case Communication Capture: CRM workflow automation in an email ticketing system can be set up to send an auto-acknowledgment with a trackable Case number in the email subject. So whenever a user responds to that email, the email is automatically brought into the Case communication. If the support executive communicates via the sub panel then the Case, the communication, as well as its replies are captured. So whenever a new support member who is on the job looks at the case, he/she knows and has all the communication right in front of him/her.

Other features like Customer Self Support Portal and SLA based escalation conditions are also a part of the basic customer service email management. Don’t still stick with the manual processes if you want to fly high in your corporate business!

No comments:

Post a Comment

Note: Only a member of this blog may post a comment.