When it comes to service requests and complaints, customers expect a quick response. It doesn't matter whether it's via e-mail, telephone or a direct complaint to the responsible sales representative - customers are impatient and want their problems to be solved as quickly as possible. So how and when companies resolve issues has a direct impact on customer satisfaction. But in order to ensure an efficient process from complaint to resolution of a problem, you need a strong platform through which customer service representatives can initiate and complete all necessary steps.
And there comes 1Tool in the game. Because as our name suggests – with 1Tool you have a system at your disposal with which you can also process your support services consistently and which makes all other tools superfluous. Read here the five most important advantages of our support ticket solution 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. Increased productivity means more requests can be processed in less time.
Also offers 1Tool a 360-degree overview of your customers, bundles all inquiries 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 to switch back and forth between systems.
Advantage #2: Greater customer satisfaction
Your service staff can call up a customer's profile in a matter of seconds. Previous purchases or previous measures are therefore visible at the push of a button and documented in great detail. This allows a much faster, but also more competent reaction to the inquiries and complaints of your customers, which in turn means that your customers feel better looked after and advised. In addition, they do not have to keep repeating their request – no matter which service employee they get to. This also contributes to significantly higher customer satisfaction.
Advantage #3: More efficient teamwork
In customer service, there is nothing worse than concerns that are passed on 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 like 1Tool all employees access the same database and thus always have all current information available. Thanks to the simple assignment of tickets to employees, they can be processed efficiently and solved in a targeted manner by the responsible persons. In addition, the notes and comments function also facilitates communication within the team, so that they can easily exchange suggestions for solutions and other 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 way, no requests are forgotten. In addition, you can easily track the success of your customer service and identify any need for optimization, for example the time it takes for a ticket to be closed or the number of unsolved tickets. Another advantage of the precise documentation of all customer inquiries is the creation of a so-called knowledge base. Employees can therefore access tickets that have already been successfully completed to answer future concerns and offer customers a solution to their problem much more promptly.
Advantage #5: Transparent, real-time communication with customers
With 1Tool Not only are the customer service employees networked with each other, we also offer you a direct exchange with your customers. They can use their own login to create new tickets on your service platform and track the progress in real time. You can also share documents with customers via your helpdesk or communicate directly with them if you have questions or other information. But tickets can also be purchased from our 1Tool Ticket app can be created and viewed. Push-over messages ensure that your customers are informed directly on their smartphone or tablet that a new message has been received from your company.
So you can see: With our support software you not only reduce the waiting times of your customers, you relieve your service employees, reduce costs and improve the cooperation of the entire team.
To ask? We would be happy to answer them in a non-binding consultation! Contact us by phone or at office@1tool.com