帮助台工单系统

帮助台工单系统是什么?

It is software for your customer support agents. It helps them to communicate with customers through one interface. Thus, if you are a company operating on many platforms, this would be a perfect solution. Whenever your customer reaches out, you can resolve the issue swiftly in the customer service software such as LiveAgent. 

LiveAgent dashboard

为何应当使用帮助台工单系统?

The most important task of a customer service staff is to create long term and loyal relationships with customers. One way to reach it is to use a Helpdesk ticketing system. It includes all essential components to ensure fast resolutions to customer problems. An administrator of your customer service software can create Rules and SLAs. These would divide the customers to proper departments, set specific times, and more! This helps with automating the processes in your customer service department.

为何应当使用帮助台工单系统? - App - Uploads - 2019 - 09 - Departments.png
部门

Benefits:

  • 竞争优势
  • 客户满意度
  • 顾客服务代理的满意度
  • 销量上升
  • 客户留存率
  • 客户忠诚度
  • 提升利润
  • 数据井井有条
  • 更容易获得顾客服务

We use LiveAgent to manage chat conversations on our website with the aim of converting initial inquiries into qualified sales leads.

Barney B.

How does the Helpdesk ticketing system work?

工单系统收到服务请求,将其转化为工单。服务请求可以来自实施会话、电子邮件、电话、社交媒体或其它平台。

然后顾客代表管理并解决工单。代理可以在工单中看到顾客的所有数据。因此能够正确地帮助顾客。

Ticketing system example - LiveAgent

What are the key features of an effective Helpdesk ticketing system?

  • 知识库:帮助您为顾客创建内容/文章。现在,顾客喜欢在网站内搜寻信息。因此拥有 DIY 文章能够提高您的顾客服务效率。这些文章也可以只向代理提供,也就是说顾客看不到。
  • Automations; such as SLAs (Service-level agreements). The SLAs are an important key feature to set, in order to effectively respond to your customers. For instance; you can set a specific time for First Answer. If no one answers the ticket within the time frame, it will be transferred to Overdue.
  • Tags: This feature allows you to create customized workflow and reports. Moreover, it enables you to utilize it in Rules, Time Rules, and SLAs.
  • Agent reports: If you would like to keep a track of your agent’s performance, this key feature will show you all the important metrics. For instance; answered tickets, rewards, calls, open average time, and more. If you would like to know all of the agent report metrics, read Agent Report.
  • Internal tickets/notes: This feature is effective for agents. Firstly, it enables your agents to communicate through tickets internally. It solves problems faster and easier. Secondly, you can assign a ticket to another agent. For instance, if you need to refer him to escalations or a different department. Thirdly, this feature can also create a note for yourself. The benefit is that all the internal tickets/notes aren’t visible to customers. This enables smooth and fast communication.
  • 通用收件箱:您和您的代理能够在一个界面查看工单。例如来自电子邮件、TWITTER、论坛文章、Facebook、实时会话、电话等渠道的工单。

Other additional features worth knowing about:

  • 与顾客多渠道沟通
  • 在一个界面整理顾客数据
  • 合并对话/工单
  • 预制和预定义消息
  • 移动帮助台应用,随时随地快速解决工单
  • 多语言工单系统
  • 导出 PDF/HTML 格式工单或 CSV 文件
  • 电子邮件转发

To learn more, please visit our Features.

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Frequently asked questions

帮助台工单系统是什么?

帮助台工单是一种高效解决顾客问题的系统,它通过自动化投诉处理和请求管理流程解决问题。企业因此有机会向客户提供多渠道支持。代理能够更轻松地在一个地方与顾客对话。

帮助台工单系统应当具有什么功能?

一个优秀的帮助台工单系统应当首先具备工单自动化功能。这样您可以同时执行多项任务。另一个功能是关于 SLA 状态的信息,当员工第一次收到工单并希望评估优先性时,应当能够看到这些信息。另一个重要功能是标签功能,帮助您轻松整理工单。还有一项实用功能是配置工单模板,协助您更好地回答询问。最后一项有助于工作流程的功能是装订工单。这样我们就可以了解客户之前是否联系过,是否提出过类似问题或收到了解决方案。

LiveAgent 提供帮助台工单系统吗?

LiveAgent 提供帮助台工单系统。您可以在一个地方访问电子邮件、会话、社交媒体和其它渠道提到企业的内容。另外,在自动化的帮助下,您还能优化运营、更好地优先任务并分析顾客服务工作的有效性。

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