The ticket inbox enables fast response times and the efficient assignment of tickets to the responsible team member. Follow all the conversations consistently and receive emails or in-app notifications with updates. Always stay up-to-date since each action in the communication with the customer is logged.
Use the internal approval process for answering customer inquiries within your team. Doubts and questions can be cleared with the supervisor before an answer is given and published. Use the internal chat for discussion and tag team members whose response is necessary. Inquiries needing further departmental clarification can be fowarded to the responsible person with just a few clicks. The responsible team member will also receive a notification.
The template system allows you to prepare individual answer templates for frequently asked questions. You can use these to create a full knowledge database. Answer frequent questions within a few seconds by choosing the right answer from a drop-down menu. This allows you to offer great customer support on social media while processing a multitude of inquiries within a short period of time.
With integrated social customer relationship management, you can use Swat.io to identify users on different channels and with different profiles. Connect their accounts in a centralized user profile to see all open and archived tickets of a community member. You will receive a sentiment analysis for the tracked messages and you can also assign individual tags to the user profile.
With the fast full-text-search you can search all tickets in your inbox as well as already archived tickets. The full text search will search all comments, posts, mentions and private messages. Filter your search results by ticket IDs, tags or users as well as channels to find desired content faster.
The team statistics allow you to analyze single members of your team for pre- or user-defined periods. Filter the results by channels, the number of created and published posts, the ticket status or the period from creation to archiving a ticket to receive segmented results. Measure the reaction time.