Customers expect a quick response to service requests and complaints. Whether via email, telephone or a complaint made directly to the responsible sales representative – customers are impatient and want their problems to be resolved as quickly as possible. How and when companies resolve issues therefore has a direct impact on customer satisfaction. However, in order to ensure an efficient process from complaint to problem resolution, a strong platform is needed to enable customer service employees to initiate and complete all the necessary steps.
And this is where 1Tool comes into play. Because as our name suggests – with 1Tool, you have a system at your disposal with which you can also process your support services end-to-end and which makes all other tools superfluous. Read the five most important advantages of our support ticket solution here and let’s create a completely new kind of customer service together!
Advantage #1: Reduction of costs and time expenditure
Thanks to the automation of recurring and routine tasks, you can easily minimize your time expenditure and concentrate fully on your customers. The increased productivity means that more requests can be processed in less time.
1Tool also provides a 360-degree overview of your customers, bundles all requests in one central location and thus facilitates the prioritization and further processing of incoming tickets. Additional tools for your customer service are therefore not necessary – which saves money, but also time spent switching back and forth between systems.
Advantage #2: Higher customer satisfaction
Your service staff can call up a customer’s profile in a matter of seconds. Previous purchases or previous actions are therefore visible at the touch of a button and documented in detail. This allows a much faster and more competent response to your customers’ inquiries and complaints, which in turn means that your customers feel better looked after and advised. In addition, they do not have to keep repeating their request – regardless of which service employee they contact. This also contributes to significantly higher customer satisfaction.
Advantage #3: More efficient team collaboration
There is nothing worse in customer service than concerns that are passed from one service employee to the next without a solution being proposed or that are handled unprofessionally due to a lack of internal communication. With a central service platform such as 1Tool, all employees have access to the same database and therefore always have all the latest information at their fingertips. Thanks to the simple assignment of tickets to employees, they can be processed efficiently by the responsible persons and resolved in a targeted manner. In addition, the notes and comments function also facilitates communication within the team so that they can easily exchange suggestions for solutions and further measures.
Advantage #4: Clear documentation of all customer inquiries
A comprehensive ticket overview provides insight into the number of all open tickets per customer, their status and priority. This means that no requests are forgotten. It also makes it easy to track the success of your customer service and identify any need for optimization, for example in terms of the time it takes to close a ticket or the number of unresolved tickets. Another advantage of the precise documentation of all customer inquiries is the creation of a so-called knowledge base. Employees can therefore refer back to tickets that have already been successfully closed to answer future requests and offer customers a solution to their problem much more quickly.
Advantage #5: Transparent real-time communication with customers
With 1Tool, not only are customer service employees networked with each other, we also offer you a direct exchange with your customers. They can create new tickets via their own login on your service platform and follow the progress in real time. You can also share documents with customers via your helpdesk or communicate directly with them if they have any questions or further information. But tickets can also be created and viewed on the go via our 1Tool Ticket App. Push-over messages ensure that your customers are informed directly on their smartphone or tablet about the receipt of a new message from your company.
As you can see, with our support software you not only reduce your customers’ waiting times, you also relieve your service staff, reduce costs and improve collaboration between the entire team.
Still have questions? We will be happy to answer them in a non-binding consultation! Contact us by phone or at office@1tool.com
