Two built-in features that provide enormous value, pixel tracking and collision detection, can both be integral to providing a excellent customer experience.
Pixel tracking allows you to see when a customer has opened a outbound email from you on a case. This allows you to get a great idea of your open rates. Open rates provide a good measure on engagement over time, if the number of opens dips, then this could be a sign that your agents responses are bland, dull, or the customer feels the case isn’t going anywhere. If cross referencing with metrics on the agent scorecard, you can shift focus to places where performance can be improved, meaning a vastly improved experience.
Collision detection is for when more than one agent is looking at or attempting to handle a case, the system will provide a warning and show you who is currently on the case. This provides excellent efficiency so you don’t get more than one agent attempting to handle a single case, saving value time and resources.
Was this article helpfu?
Thank you for voting
You are related to multiple companies. Please select the company you wish to login as.