Features
Notifications with Escalations
Some customer queries cannot wait. Major concerns should be addressed right away. VIP clients may require a response within a certain number of minutes. Create that assurance by enabling real-time notifications for tickets. As soon as a ticket is created, your on-call customer support representatives are notified immediately by email, push notifications, SMS and voice calls along with any chat-ops tools you may use. If the primary support representative does not respond, it is automatically escalated to secondary support so that you never miss an important issue.
Mobilize Technical Teams
Customer support teams may need to engage DevOps and ITOps teams to address customer inquiries. Save the minutes that are lost in identifying who to contact and explaining to them what has gone wrong. With TaskCall's built-in integrations, support representatives can directly create incidents with context from the ticket without leaving their ticketing tool and have them assigned to the correct backend team. While the technical response team is assembled by TaskCall's incident response system, they can respond back to the customer without losing any time. Improve your customer service operations without requiring additional resources.
Visibility of Business Impact
Give customer support representatives visibility to back end incidents through status dashboards. Without needing to interrupt DevOps and ITOps engineers, customer support representatives can check if any business services are currently being interrupted and view updates that are available on the cause, so they can respond back to customers with more context. They can also choose to subscribe to the impacting incidents themselves and get notified as soon as an update is available so they can keep customers updated accordingly.
Link Incidents with Tickets
A customer complaint can be tied to multiple technical incidents. With TaskCall's integrations, customer support teams can track all the incidents that are of interest to a ticket by linking them with the ticket. Every time they navigate to the ticket, the incidents relevant for that specific ticket will be shown so they can always reference the underlying problems and respond to the customer as needed.
Streamline Communication with DevOps and ITOps
Visibility to technical incidents and status dashboards give customer support teams access to backend information that otherwise they would not have access to without interrupting DevOps and ITOps. Support representatives can also share important information learned from customers with engineers by adding notes directly in the incidents. With more reference points, engineers will be able to better evaluate the gravity of the incident and its possible cause. Not only does this streamline communication, but gives customer service operations a boost by reducing the time to resolution.
