WE ARE LEADING SUPPORTING FIRM
27, New industrial road, #0306, Singapore 536212
Online support ticketing system is an automated management of customer complaints, queries or any other interactions from all the channels of communication that has been enabled by the organisation for customer contact. The ticketing system helps to maintain an orderly and organised compilation of the customer interactions and to work on the tickets efficiently from one place. mConnect offers support ticketing system with advanced features dedicated to be helpful for both customers and agents, that ultimately increases efficiency and production, and saves time.
We provide state-of-the-art ticketing system which is a repository for all customer requests. Agents can view and respond immediately from here and tracking and monitoring of the communications with each and every individual client also is made possible from this single point. Stacking the issues and following it till it gets closed is seamlessly carried out with the help of mConnect support ticket solutions.
The convergence of all communications, whether they are through emails, social media or through website chats, at a single place makes prioritizing the urgent cases easy. Since the tickets are organised, the easy access allows you to save time and add value by attending the urgent issues instantly.
The mConnect platform uses for Customer interactions across phone, chat, email, social media, and any other channel you can imagine, all come together in one place.
Monitor your teams easily and take better data driven decisions with Team Dashboards. Identify problems with a quick glance at your team’s performance and respond to them faster.
Spot problems before they snowball using concise snapshots to track ticket lifecycles, team workload, customer satisfaction ratings and more.
If you think a FAQ page is where readers find handy information about their needs or a place where customers go to look for answers to frequently asked questions, think again.
Our powerful ticket filtering system makes sure the right tickets goes to the right department leaving you with a clutter-free environment
Sort your tickets properly and categorically. Have a complete record including the date and the time, the number of the ticket, the name of the sender, the organization and department from which it came, the status of the ticket, to whom it was assigned to and when the last message was sent. You can set your team with all the information they require and the agents can immediately get into the problem instead of spending time in collecting information.
When tickets are sorted out and assigned to appropriate agents, it is the duty of that particular agent to solve the issue and to send the reply. This is very helpful in a medium and large sized organisation to have an orderly operation. There will be no mess-up as to who will choose to solve the problem or many people doing the same work. Further, the issues can be dealt by the agents who have expertise in that domain.
An organisation has various kind of departments and agents with varied skill set. Customer also barges in with different kinds of problems. So, it will save time and improve customer satisfaction if the ticked is assigned to appropriate Agents.
Get to know who is taking all the burden and who is trying to take the backseat. Know who has solved the complicated issues and who has dealt with issues faster. It also ensures a fair distribution of work and to analyse the skill-set and performance of the agent. If the issue is too complicated the ticket can be even shared by the agents.
mConnect ticketing system offers you the gateway to assign the tickets as they arise. Even the agents who have closed their previous ticket can claim tickets if they are not still assigned. mConnect ticketing solution makes it comfortable for teams to access and manage all the tickets from one single point. As the agents will be equipped with all the relevant information, the agents can start to instantly provide individual attention to the customer issue. It also enhances the workflow from the Agent’s end and makes the experience better for the customer.
With mConnect Omnichannel email ticketing system you can easily identify the issues and as soon as they fall in. By identifying the complaints early, and by assigning issues to the agents with relevant skill set, action is taken swiftly and customer satisfaction is ensured.
Address
27, New industrial road, #0306, Singapore 536212