Customer support is a key factor for all businesses. And everyday technology provides new and better ways of offering this. One of the many options is field suggestion. This innovative tool will improve your customer support in many ways.
We live in an incredibly fast world that simply doesn’t have time to wait. Over the years we have developed a sense of urgency in all aspects of our lives. We want immediate responses: we don’t have 5 minutes to wait, we want everything, and we want it now.
Why field suggestion?
Faster is better, and for companies dealing with demanding customers having a tool that can help them do the work in less time is more than welcome. This tool responds to the constant need for improving customers’ experience at every cost. Yes, this experience we are talking about is what defines your business and what makes customers choose you above the competition.
That’s why offering customers the ultimate service is so important. And artificial intelligence is being used for this purpose as well:
Ticketing systems help customer support teams deliver automated service with immediate responses. For sure tickets are a great solution for customer support, but even when this is a fact, there are always new ways of improving both your customers’ experience, and your employees’ work.
How?
By reducing the time to manually assign ticket fields using predictions.
How does field suggestion work?
The system learns how the older tickets were managed and automatically predicts field values for the new tickets. Thanks to field suggestion your IT teams will work better than ever.
No need to worry about your tickets sounding robotic, or losing the human touch in your customer support.
Field suggestion is not completely automated, in fact, this tool was trained using human intervention, and it’s designed to recommend fields instead of applying them directly. Your customers and your employees will always have the final words.
This perfect symbiosis between artificial intelligence and the human mind has more than 80% accuracy, and even when field suggestion is incorrect, the system learns from it and changes its predictions to be more accurate.
Your customer support team needs all the support they can get and field suggestion is a great option for that.
Dealing on a daily basis with demanding customers is not an easy job. Thanks to field suggestion your customer support team will save 40% of their time. This means they will have the availability of focusing on more important tasks.
You can also customize your tickets by obtaining the right data from your customers, this way you’ll improve the organization of your customer support team and will obtain the information in the format of your preference.
Freshservice provides you with a set of options to automate assigning tickets.
Assigning tickets is a challenging task, that can take a considerable amount of time to do. Thanks to field suggestion you can now set different categories for your tickets at the same time you’re assigning them to your customer support agent.
Another benefit of field suggestion is that customers love it as well as any tool that helps them save time. Because time is expensive for everyone. And one great way of improving your customer experience is by letting your them know you care about their time. Making them feel appreciated and valuable will guarantee their loyalty.
Long-lasting relations with customers and employees must be the main goal for businesses.
There’s no way your company can sustain without customers or employees, that’s why it is so important for you to keep giving them all the reasons for staying. It works the same way for both parts: customers want particular things that they expect from you, and so do employees. It’s your job to know them enough so you can make these things a reality. And it’s actually not hard at all.
A common mistake for companies is obsessing in getting new clients instead of focusing on keeping the old ones. Same for employees: all businesses want the best talent, but they keep looking outside the company when there’s a big chance that someone that already works there can do a great job for what they’re looking for.
Freshservice is your best choice for business software: it’s ready to go, easy to set up and use, and requires minimal customization. Like its name, Freshservice offers a fresh and simple approach to customer engagement. From your support team, your sales team and your IT team they all get flexibility, scalability, and extensibility.
Gb Advisors offers the best solutions for vulnerability management, IT service management, service management, SIEM, customer management, IT operations management, enterprise security software and more. Our agents are ready to offer you a personalized service according to your company’s needs. Contact us.
