Do you know how a customer escalation is converted into a ticket? It occurs when a customer follows up on the same query multiple times, and the agent is unable to resolve it on the first interaction. The delay in response can be due to multiple reasons, such as disintegrated systems, lack of advanced AI technology, insufficient knowledge management, etc. Customers feel frustrated because they don’t get the solution on time in this fast-paced, digitally advanced world. Agents also feel exhausted as they spend more time than expected on a single case. Therefore, they look for a tool that reduces escalation and resolves tickets as quickly as possible.
One of the best tools in the contact center that promotes quick ticket resolution with the best integration is advanced help desk ticketing software. It automates the workflow, reduces manual efforts, streamlines the process, and saves time, among other things.
Let’s understand more about this tool through a brief use case of a banking contact center.
Why is Helpdesk Ticketing Software Essential for Banking Contact Center?
Oliver, a banking contact center supervisor, puts maximum effort into completing the job perfectly, but cannot achieve an adequate outcome. He and his team were facing a high volume of inquiries related to different issues like credit/debit card block, EMIs, and more that required immediate attention. He wanted to do a detailed investigation on each case, but the traditional case management system was holding him back. Due to which they were dealing with –
- Delays in resolving cases.
- Manual errors were causing inaccuracies in case handling.
- Lack of real-time tracking is impacting compliance and customer trust.
- Reduced agent productivity leading to frustration and burnout.
Joy sought the best tool to resolve the issues and to reduce the number of such cases. He found the best software in the market, NovelVox’s NV Desk, a contact center helpdesk software, that addressed all these challenges professionally, effectively, and efficiently.
Here is how NV Desk helped –
- Unified Case View – NV Desk gives a unified view of linked customer interactions, transaction history, and other required information compiled on a single tab within the ticket, reducing the need for switching between multiple screens.
- Manual and Automatic Case Creation – With NV Desk, agents can create the case manually by feeding key caller information and case details into the system. This gives them complete control over the case creation process. New cases can also be created automatically by fetching events from integrated CXInfinity or telephony systems. This helps agents to free up some time from repetitive tasks.
- Automated Case Routing – NV Desk automatically categorizes cases based on pre-defined criteria and routes them to the right agent. Once the case is assigned to the expert, appropriate actions and investigations are taken by the agent.
- Multi-Level Escalation & SLA Configuration- Simplified multi-level escalation & SLA configuration allowed users to work on the cases effectively. Multiple cases raised by the customer get stored in different categories, subcategories, sub-sub categories, and SLAs get generated on which agents and supervisors can act based on the case severity and priority. Even the users can configure SLA based on the business requirement.
- Integrated Reporting & Compliance Tracking- NV Desk is proven to be an incredible tool for both agents and supervisors. It provides 360° performance monitoring and reporting for cases, interactions, and agents on a single screen. It generates custom reports as per the business requirements, leveraging the in-built reporting engine.
- AI-powered Case Summarization- The next-gen AI integrated in NovelVox’s helpdesk ticketing system software summarizes the interactions between the agent and customer and reflects it on the screen, helping the next agent or supervisor to understand the customer’s request, challenges, or demand without toggling and reading multiple reports and tabs.
The outcome after implementing NVDesk in the banking contact center –
- Faster resolution
- Reduced operational costs
- Higher productivity
- Better customer satisfaction
- Optimized workflow
Top 3 Reasons That Make NV Desk the Best Ticketing Software
Built-in CTI Connector
NV Desk is one of the widely used ticketing software across the industry, including banking. Users rely on NV Desk because of its exceptional functionalities, including built-in CTI. It offers agents a unified view of cases and full interaction controls. With this feature, they can handle interactions and resolve cases without switching multiple screens. It enhances productivity and streamlines workflow.
Instant and Hassle-free Deployment
Unlike other contact center support tools that take alot of time and effort for incorporation into the existing workflow, NV Desk comes with a quick deployment and faster implementation feature. It is a highly configurable, pre-integrated, and cloud-based customer ticketing software that can be personalized and tailored to the business and agents’ requirements.
Simplified Case Creation and Management
Creating and managing cases can be challenging for agents without an advanced case management tool. With NVDesk, agents can create cases manually by adding the caller’s information and case details into the system. Furthermore, customer interactions can be converted into cases by auto-populating customer details. This automated process simplifies the workflow and reduces task repetition.
Explore more – 50+ NV Desk Helpdesk Software Features for Efficient Case Management
Conclusion
The exceptional functionalities of NV Desk make it a prime choice for contact centers. Its user-friendly interface is designed by keeping the primary requirements of the industries on the top. Whether it be banking, healthcare, credit union, or any other sector, this tool simplifies the workflow across the industry and allows users to offer instant and impactful customer assistance. Its exceptional functionalities and user-friendly personalization features make it a reliable choice. If you are planning to take your contact center operations to the next level, contact the experts at NovelVox today and learn about the solutions that fit your business needs.
