Importance of Customer Information for Agents
Why is it important to give agents more information about customers?
Providing agents with more information about customers is crucial because tickets with more interactions often have lower CSAT ratings. By integrating CRM systems or using custom fields, agents can access more customer information upfront, leading to faster resolutions and more one-touch ticket solves.
More related questions
How can I improve my customer satisfaction ratings?
Improving customer satisfaction ratings involves several strategies. Start by following up on tickets rated 'Bad' to understand what went wrong and how you can improve. Almost 50% of bad ratings include feedback, so use this to turn things around….
What should I do when I receive a bad customer satisfaction rating?
When you receive a bad customer satisfaction rating, it's crucial to follow up and ask what you could do better. Almost half of the bad ratings come with feedback, so take the time to read and address it. This proactive approach can help you turn…
How can I notify managers about bad customer satisfaction ratings?
You can notify managers about bad customer satisfaction ratings by setting up a trigger in Zendesk. Use the conditions 'Ticket: Satisfaction > Changed to > Bad' and 'Ticket: Satisfaction > Changed to > Bad with comment' to ensure managers are…
How can I view my customer satisfaction score and ratings?
You can view your customer satisfaction score and ratings in the Customer Satisfaction dashboard. This tool allows you to see your overall score, individual ratings, comments, and satisfaction reasons. For more in-depth analysis, you can export…
How can I compare ticket stats between good and bad ratings?
To compare ticket stats between good and bad ratings, look at the tickets holistically. Determine if issues stem from inaccurate information, resolution time, or workflow problems. Categorizing bad-rated tickets based on these factors can help…
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