It’s no secret that great customer service breeds loyalty. A staggering 96% of buyers across the globe say that customer service is a major deciding factor for where their loyalties lie so it’s worth investing in. By using a ticketing system alternative, such as a multichannel help desk, you can better meet the modern-day consumer’s expectations.
Instead of treating each inquiry as a separate conversation, which is how ticketing systems were built, modern alternatives like Dixa can provide one clear customer conversation history, threading all channels and relevant data together. Not only does this make it easy for customer service agents to review, respond and reinforce great customer care, it’s also a better fit for customers’ needs. It also ensures customers don’t have to repeat themselves, something 72% of consumers say amounts to poor customer service.
Additionally, modern ticketing system alternatives can unify all your support channels and utilize cross-channel customer recognition tools so agents can provide personalized, friend-to-friend support, regardless of how the customer reaches out. Say goodbye to asking for ticket numbers or order numbers, get all the information you need — name, order history, tracking numbers, CLTV, CSAT, and more from the second a customer reaches out.
Empowering your service agents with relevant data enables them to have meaningful conversations with consumers that spark deeper bonds, drive loyalty and ultimately increase customer lifetime value.
💡 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.