While agents only see 3-4 views, managers have the full overview which enables them to easily track KPIs and make adjustments to workloads. Viber categorizes assigned tickets automatically into multiple views. Agents can more easily answer incoming tickets with just a few clicks, without needing to spend too much time on each ticket.įor Yael Harel, Viber’s Team Lead for Customer Solutions, Views are crucial to every-day workflows. This lets Viber speed up and simplify tasks on tickets.
When a new feature is released or improved, a macro is created or updated. Viber uses them to create replies with article content, internal notes, to set priority levels, add tickets to specific labels, and more. Macros are customizable shortcuts that apply a set of actions to a ticket with just one step.
The result is that 19 agents can manually answer 3500 tickets per day with a 20-minute or less first response time. Macros are an essential ingredient for achieving this success in that they allow quick, accurate replies. The most significant value Answers offered Viber was to enable greater productivity and efficiency in a challenging support environment with thousands of incoming tickets per day.
0 kommentar(er)
