The customer service experience is a crucial aspect of any business. The way you treat your customers and the experience you provide them with directly influences how loyal they will be and how much money they will spend on your products or services. Fail to meet customer expectations and customers will take their business elsewhere. Rise to the occasion and make a customer for life.
A great customer service experience starts with a great agent experience. Customer service can be repetitive, stressful, and tedious by nature. If the tools agents are using also require lots of manual workflows, it makes keeping up with customers and providing great customer service experiences that much harder. Additionally, support teams forced to work in inflexible, dated systems can expect their agent performance, satisfaction, and motivation to suffer. This ultimately impacts the end customer’s experience too because not only could they be met with a frustrated agent, but their inquiry will take longer to get resolved as well.
By empowering support teams with better tools like multichannel help desk software, agents and managers can get more accomplished in less time, freeing up agents’ time to focus on the customer instead of the system.
💡 See how Dixa’s multichannel help desk software compares to Zendesk and Freshdesk.
"Dixa has transformed the way we work, so much so that we've reduced our first response time on email by 83%."
Benefits for the manager:
Build your ideal setup without code or help from IT
Gain a holistic, real-time overview of your team’s performance
Increase agent satisfaction and reduce churn
Further develop your team’s skills with time saved
Increase customer satisfaction and retention with quicker, personalized service
Gain agility to continuously improve your customer service experience
Benefits for the agent:
Automate repetitive tasks and increase productivity with powerful workflows
Easily have ongoing conversations with customers across channels
Provide personalized support with all the data you need at your fingertips
Work remotely from anywhere with an internet connection
Gain more time to have meaningful conversations with your customers
Monitor your individual performance to identify strengths and areas for improvement
Automated Routing: Never sort through an inbox again. Automatically prioritize and route inquiries to the right team members based on rules you set.
Reporting & Analytics: Track your team’s performance with real-time and historical analytics. See daily stats in your dashboard and display on screens.
Agent Prioritization: Ensure the best suited available agent gets offered the conversation first by assigning agents a priority within each queue.
Queue Prioritization: Manage your workload across channels with ease by giving each queue a priority.
Collaboration: Tackle issues as a team and transfer inquiries to other team members with a click.
Quick response: Save your most used replies and insert them with a click into any conversation instantly.