Boost Your Customer Service and Agent Performance with HaloCRM’s Ticket View Tracking Feature.
At HaloCRM, we have recently introduced an exciting new feature that tracks who has viewed each ticket in the system. By simply adding a field to a ticket type, this feature provides numerous benefits to businesses, including agent performance tracking, and accountability for work. Moreover, it also improves customer service because people are more willing to respond to even the most complex of responses if there is visibility that they have seen it.
The new feature allows managers to easily monitor agent performance by tracking the number of tickets viewed by each agent. It enables them to identify the agents who are performing well and those who require additional training or support. This feature also provides agents with a clear understanding of what is expected of them and allows them to take ownership of their work.
With this feature, businesses can also hold their agents accountable for their work. This is especially useful in cases where customers complain about poor service or lack of response.
Managers can quickly identify which agent has viewed the ticket and ensure that they are following up with the customer in a timely manner. In turn, this will stop agents from “cherry-picking” the tickets they jump into next.
The ticket view tracking feature also improves customer service by providing customers with visibility into whether their issue has been seen by an agent. This visibility can motivate customers to respond to even the most complex of responses. Moreover, it demonstrates that the business values the customer’s time and effort, which can result in higher customer satisfaction rates and improved loyalty.
In conclusion, HaloCRM’s new ticket view tracking feature is a powerful tool that provides numerous benefits to businesses. By enabling agent performance tracking and accountability, it can help managers identify areas for improvement and promote a culture of ownership and responsibility among their agents.
Want to see how HaloCRM can help your business? Book in a demo with one of our specialists today.
Available from version 2.119.1