We deal with ticket backlogs, reopening of tickets, customer defection head-on improving your reputation in minutes.
Seamless help desk involvement
Fast response time
Bolstered brand recognition
Increased customer loyalty
The speed and efficiency with which help desk service creates tickets is a vital factor in subsequent resolution. Erroneous queries lead to misunderstandings, increase response time and create overall confusion. As a result, issues remain, your customers are dissatisfied, sales are stagnating.
Tres Commas approach is an error-free investigation. We ask thrice if need be. We always make sure there are no misunderstandings or vagueness, which to your customer means a hassle-free experience, and to you smaller ticket backlogs and shorter resolution time.
Your customers always want a one-stop solution. To you, however, such an approach is nearly impossible due to logistical complexities, the multi-level nature of a problem, and, frankly, the human factor.
The longer your staff takes to forward the issue, the larger are the piles of unresolved tickets and the smaller your odds of attaining business productivity goals.
Tres Commas help desk service understands the value of swift and reliable resolutions. That’s why we have developed a centralized knowledge base for our associates to refer your clients to should the issue fall out of our agents’ expertise or if the interaction’s goal is informing the customer.
Though we practice the FCFS (first-come, first-served) approach to ticket resolution, customers who are in an emergency receive our utmost attention first. The same goes for the issues that require immediate resolution due to the nature of a problem – system breakage, financial issues, and others. At this juncture, the value of optimal ticket cataloging becomes impossible to overstate. At different levels of complexity, delivering time-sensitive solutions will directly affect the CSAT score, which, in turn, leads the customer to a decision whether or not to come back for another purchase or to recommend your product or service.
To cope with incoming help desk support service cases, Tres Commas has a tiered response algorithm in place. Lower tier agents solve basic issues. Higher-tier agents are responsible for solving more complex tasks. Tier 3 agents have the highest level of both access and responsibility and are authorized to lead small teams of specialists in solving confidential tasks, financial issues, and addressing security concerns.