Now it is faster and easier to manage tickets and their elevation to other levels of attention.
In our last issue we commented on one of the improvements offered by the new version of our integrated solution for companies, Meerkat Cx. In it we mentioned that it now integrates all contact channels directly with Meta’s official methods, including WhatsApp. We also said that this is going to represent a significant decrease in WhatsApp messaging costs for all Latin American customers, something that will directly impact companies’ finances.
Today we are going to tell you that we are also implementing a second level case management area.
- Basically it is that it allows you to escalate a case to a second level by creating a technical service order, without losing the visibility of the ticket.
- Benefit. Instead of keeping the ticket open, the ticket is escalated to a second level to be solved by a specific area (e.g. Administration, Technical, etc.). In this way, the user is freed from the conversation (in case they want to end the communication or they want to continue talking to the Bot about another issue) and also the operator, so that the agent can continue working in the Call Center.
All this will have an impact on a better user experience and a better performance of the customer service team members.
In the next deliveries we will go deeper into other improvements.
If you want to know more about Meerkat Cx, please do not hesitate to contact us.