Tag: ticketing system

17 Feb 2014

The Nanorep Ticketing System

In the customer service world, agents are typically bogged down by all manner of repetitive questions on a daily basis. Imagine a service solution that works alongside agents, and doing the repetitive tasks for them – recognizing incoming queries, and suggesting the common reply automatically.
A sort of co-pilot that is always there, jumping in to help whenever needed.

nanoRep provides just that, a learning ticketing system that cooperates with agents to replicate what they do, reducing the load of the repetitive issues, leaving agents to deal with the new and more complicated cases.

Turning single-use agent work into reusable content

Usually, an agent’s work is a single-serving action, hence the constant repetition…
But using nanoRep, every time an agent replies to a ticket, nanoRep learns the reply, and will suggest that known reply whenever a similar ticket comes in – completely automatically.

That even works when different agents are working on the system, if John replies to a shipping question, and Beth is now handling a similar question, she will see John’s reply suggested to her to resolve the issue with 1 click, she doesn’t even need to search for it.

Generate quality contents for your Support-Center

So you are now able to handle that much more tickets, that much easier, but what if you could resolve them even before they are created?

You see, all of these answers that are learned from agent replies are collected for you, sorted by popularity and maturity, ready for you to publish them to your Support Center, or on-site nanoRep widget. When visitors or customers ask these questions online, they will get an instant response, resolving a potential ticket and making your customers happy.

Your customers get better and faster answer, and your agents are free to work on new stuff. In addition, all that new content builds your SEO and draws in more traffic.

New content builds SEO

All that new content you are now generating for free, is an SEO gold-mine. Content (and especially high quality, relevant and constantly updating content) really pack a punch for SEO ranking, and it should, as you are giving customers valuable information, providing real value.

When contents are published to your support center, nanoRep will push new and tending topics to the top, increasing visibility for customers, and also make sure search engines see your content and rank you accordingly.

Do you know what keeps agents busy?

nanoRep is not only your agent’s co-pilot, and your on-line customer’s super-fast agent. nanoRep is your trusted advisor – showing you what agents are spending time on. But instead of relying on manual tagging, nanoRep uses natural language to analyse what is being asked by your customers, proving an intelligent report of the topics your agents are handling.

You get to see the tops questions being asked, what generates the most tickets, and generally what customers are interested in.

nanoRep Intelligent Service – Ticketing System Feature Highlight

  • Automatic suggestion of answers to agents, based on the contents of the ticket
  • Real time information sharing between agents – as soon as a reply is sent it can be reused by any agent to similar inquiries.
  • Automatically generate content for your support center.
  • Build your SEO based on quality and updating content.
  • Intelligent monitoring – Learn where agents are spending their time and make adjustments based on actionable information.
  • International Translation – ticket are automatically translated to an agent’s language.
  • Advanced Queue Management – Define your departments, queues, priorities and skills.
18 Jul 2012
How to Reduce Support Costs to Increase Your Profits

How to Reduce Support Costs to Increase Your Profits

Businesses generally have two types of operations: those that add value (like sales to customers) and those that only cost money but are still necessary (like paying the rent for office space). Customer support has usually been viewed as the latter. Answering the questions of people who have already bought a product does not directly add a dollar to the bottom line – in fact, it costs money to pay the people who are doing the answering.

Customer support, however, does not have to be a black hole that just sucks too much money from the other, value-adding functions of your company. What if your company could find a way to reduce support costs and transform your customer-service department into a cost-neutral operation – or even another profit center? How much would your net profit increase?

Most advice on this topic has usually focused on increasing the efficiency of customer-support representatives. The Outsourcing Institute, for example, has advocated the following:

·         Exceed customer expectations to create a loyal brand representative

·         Mine customer data

·         Have a short – not tall – management structure

In addition, Headseats.com CEO Mike Faith has written about how increasing investment in customer service dramatically has vastly increased profits. Bozeman CEO Greg Gianforte writes at Multi-Channel Merchant about how service representatives can use real-time lead generation and referrals during phone calls.

All of these ideas are useful in a traditional customer-service context, but the strategies miss the overall point: they all rely on (expensive) people. A person himself needs to exceed customer expectations and mine customer data. A short customer-support management structure still has managers. A representative himself needs to pitch products and services during a lead-generated phone call. Faith’s idea to increase customer-service quality in general is important, but the profit margins – if they exist at all – resulting from the work of any human-based support department are still lower than what they could be.

Instead of relying on the latest management theories and best practices, the best way to reduce support costs is to minimize the amount of support that potential and current customers need in the first place. An efficient support department might cut the cost of a phone call from $6 to $2 – but eliminating the call altogether reduces the cost from $6 to $0.

If your company wants to reduce support costs, the key is to have customer-support software that uses a self-service support and help desk to do all of the “heavy lifting.” This involves answering repetitive questions automatically with patented Natural Language Processing technology and a self-learning knowledge base. By using a system that handles the vast majority of calls by itself, your company can handle a higher volume of inquiries with a smaller support staff. This is truly the best way to cut the amount of money that you spend on customer service.