What does a Ticketing System do?
Kelsa Ticket Management software helps companies stay connected to its customers and streamline processes.
Managing a large number of tickets can be hard and tedious, a smart ticket management system does just that. It consolidates tickets from various sources, integrates multiple communication channels and classifies them into categories of priority so that agents can strategize and work accordingly.
When you run a business, you will use a lot of tools for your business. This could be platforms for running ads like AdWords or Facebook, chat tools, or integrations with your customer support tools. Kelsa allow to capture leads from these sources through public form links enabling multiple systems to enable all your business tools to work together as one system.
For many businesses, the tele calling team works out of an office. In some cases, they alternate between the field and the floor. Which means your call center should work both on the mobile and desktop. Additionally, both the versions of the tool should be in sync with each other, allowing the agent to stay up to date of what is going on with his customers.
Whenever a new incoming call is coming into the system, there should be no need of entering it manually. By automating call capture, you ensure that none of the calls are missed out. This way you rule out manual errors where the agent may forget to log in the incoming calls that he gets in a day.
Kelsa Ticket Management software allows you to integrate your system with third-party telephony apps through which you likely make and receive calls. Once integrated, you can make and receive calls, through those third-party apps.
Your preferred IVR software can be integrated with our Ticket Management Software. This will allow you to keep a track of all you inbound and outbound calls, its status, Call notes and ticket details.
Kelsa’s TMS capabilities allow you to take notes while you speak to your customer. Notes taken while on a call are automatically added to the interaction history of the customer who called, allowing reps to go back and reference key points from the call.
Kelsa enables you to add predefined call scripts (predefined Templates) for use with contacts with certain tags. For example, set different standard scripts for conversations with new customers, query type, type of Issue or problem. Add as many scripts with a single click.
Keep track of key metrics that allow you to understand where your team is falling short of expectations, and where they are hitting the mark. Keep track of the data and metrics around all calls made and received with reporting that provides insight into call results.
Making calls without knowing about the customer is equivalent to stabbing in the dark. Kelsa allow you to capture all the necessary details of customer interaction. With this information, you will only improve your customer satisfaction by offering them a more customized experience.
Kelsa allow the user to set the call distribution parameters. The call can be assigned to agents on Round Robin basis or on the basis of predefined parameters. For example, if you get an inquiry asking for a car loan, then you send it to the agent handling car loans.
A typical call agent may have hundreds of calls coming his way on an average day. Prioritizing these tickets will save time and increase productivity. Your agents can also set tasks and reminders or auto- dialing the leads so that they don’t miss out on any of the tickets that come in.
Not just incoming and outgoing calls, your CRM should also be able to capture your missed calls and voicemails. It can then automatically assign the leads to the relevant tele- calling agent.
Get instantly notified for unattended issues auto-escalate urgent events to the senior managers with SLAs and escalation matrix.
Sort, assign, resolve or delete multiple tickets in a single step. Improve your agents’ productivity with bulk actions and focus on delivering solutions.
Various reports can be configured in the system that should give historical information such as the number of calls an agent has made in a given time period, the number of deals he has closed or the number of tickets he has solved. This will give the management an idea of the ongoing trends. They can then make strategic decisions for the growth of the company.