Redefining Support Ticketing Systems
for customer happiness
to stay ahead in the game.

Can team collaboration help
you improve customer / Vendor
experience?

 

 

 

The support model in most businesses today is flawed.

45%

of customers can’t remember

having a recent successful

customer experience.

Most failures being related to disappointing customer service.

              26%

of consumers transferred between agents

without any resolution of their problem.

 

 

29%

of customers received

inaccurate or conflicting information when they did talk to customer service representatives.

 

 

 

 

 

 

The consequences are grave…

 

Your business loses the competitive advantage in customer experience.

Customer Experience is expected to overtake price and product as the key brand differentiator by 2020.

   

 

 

2/3rds of consumers site bad experiences as reason for churn.

 

 

The flaws in current models are obvious:

 

 

 

 

There is no single owner to see the complaint through to resolution.

 

 

 

 

Tickets

are passed on from agent to agent.

 

 

 

 

 

 

 

 

Tickets take longer to resolve (or are forgotten entirely).

 

 

 

 

 

 

 

Customers feel trapped in a ticket.

 

 

But here’s how you can fix it.

Collaborative support models can help you

Work together, Resolve faster…

 

Freshdesk is a customer support solution that lets you streamline conversations, collaborate better internally and boost the overall productivity of your support team.

Sources:

  • SDL 2015 The Global Wakeup Call Report
  • 2013 Global Customer Service Barometer
  • Walker Information
  • Huffington Post
  • TSIA

 

 

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