ADVANCED HIGH-GAIN SOLUTION

Guided

Although experienced agents may naturally grasp the significance of following a structured, step-by-step process when handling tickets, it's crucial to systematize this approach for optimal efficiency. By employing a solution that clearly outlines, actively directs, and manages the ticket lifecycle, you can significantly boost agent productivity, lay a strong foundation for scalability, and enable quicker onboarding of new agents.

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Why guided?

Guidance offers a systematic and methodical strategy for managing support tickets. This approach emphasizes processing tickets through a linear, sequential series of steps, ensuring both accuracy and consistency in ticket handling.

Consider each step as an action representing a stage in the ticket's lifecycle. These actions are centred on specific tasks, rather than merely outlining the ticket's status. To guarantee thorough diagnosis and resolution, every action should be completed before advancing to the subsequent step.

HOW TO

Achieve Organizational Efficiency

By establishing and systematizing your workflow processes, you can optimize ticket management and prevent any issues from being overlooked. Each activity fulfils a particular function and contributes to a well-coordinated support or business process. This method enhances the overall efficiency, elevates customer satisfaction, and ultimately propels business success by concentrating on three essential pillars:

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Guided Workflows

Designed to be interactive, providing agents with prompts, instructions, and visual cues to guide them through the process

Data Quality

Clear, accurate, reliable, and complete data, collected the at the right time.

Performance Management

Measuring and optimizing teams performance on a single ticket, to avoid the unnecessary complication of multiple tickets for measurement only drivers.

FROM THE ZENDESK MARKETPLACE

Cloudset Apps

Cloudset Apps are designed to provide standalone value, even more when combined together

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Formset

Advanced Field Conditionality

Provides the means to declutter and ensure data quality

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Flowset

Advanced Workflow Management

Provides the workflow engine that captures and plays out the actions to resolve tickets

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Performset

Advanced SLA/OLA Management

Provides the means to set targets and measure performance

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Flow State Psychology

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What is a Workflow?

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