Completing them promptly and efficiently increases satisfaction levels.
When it comes to customer service management, resolving support tickets quickly and efficiently is critical.
This has several points to consider: on the one hand, by doing so, Service Level Agreements (SLAs) are met and the best standards are achieved at company level. On the other hand, complying with these agreements implies achieving a high degree of satisfaction and trust from customers towards the company. And also because, internally, it reduces the backlog of unresolved tickets and maintains a manageable workload to offer a better service. In addition, with previous tickets resolved, support teams can concentrate on more urgent and current issues.
This point has been extensively studied by the world’s leading consulting firms, and the conclusions are always consistent: resolving tickets quickly improves SLA compliance, increases the efficiency of the support team and satisfies customer preferences.
In this regard, and following the description of our Meerkat Cx 2.0 tool, if the customer has pending issues and is not available to chat, it is recommended to close the ticket and create a new one when ready or contact again if necessary. This optimizes communication and keeps the ticket system organized, avoiding confusion among operators. Furthermore, implementing these practices in our Omnichannel support platform ensures that customers receive exceptional and efficient support, improving the overall quality of service.
Please if you want to know more about Meerkat Cx 2.0, please do not hesitate to contact us.