CTI. Phone integration - Phone Tickets Management in ((OTRS)) CE

Why is this important?

One in two customers contacting your help desk department will choose to do so via phone (Customer in the Digital World, 2016, PwC Poland). The way in which customer service handles their issue will influence their opinion about the entire company.

Improve phone service to meet the ever-increasing expectations of customers.

CTI functions

1. Caller identification

Identify your customers by their phone numbers, even if they are contacting the help desk for the very first time.
A set of additional information to help improve ticket processing will be displayed on the agent screen during the call.

…will be prepared to take the next call, which will further help in building excellent customer relations.
They will have also immediate access to information on the customer and their previous tickets. They also have access to information about transactions, contracts and customer devices from the e‑commerce/CRM system.

…will no longer need to waste time searching for documents and endlessly answering the same questions.

75% of callers expect the consultants to know their identity and be able to view purchase and contact history (2018 State of Global Customer Service Report, Microsoft).

2. Call statistics and logging

Improve your customer service processes by analyzing the collected data. Download ready-to-use, preconfigured graphical and numerical reports (e.g. Excel, PDF).
Keep recordings of conversations attached to specific tickets in the system.

…can monitor data in real-time. They can collect data to be analyzed as well. Extensive statistics and charts make it easier than ever to take accurate business decisions. They will enable you to improve your team work planning and service quality, as well as make it possible to create customer profiles.

…can help you improve service quality, making every contact with your help desk a pleasant experience.

Thanks to the improved service quality, contacting the help desk will always be a pleasure.

62% of people never make a purchase with a company again after just a single unpleasant customer service experience. 60% of people share their negative opinion with others (Customer in the Digital World, 2016, PwC Poland).

3. IVR. Interactive Voice Response

Handle multiple tickets at once.
IVR (Interactive Voice Response) handles calls without a consultant’s participation. It guides your customers through the available options that they can select using the phone keypad. The conversation scenarios may vary based on factors such as the day of the week, caller’s number and language selected.
After determining the purpose of the conversation, the system will either resolve the problem automatically (e.g. by changing the user’s account settings as requested), connect the caller with the appropriate consultant, or instruct them on where to find the solution – e.g. a specific section of the company website.

…will have a chance to take a break from repetitive tickets and standard tasks thanks to such mechanisms as automatic customer identity verification, automatic pending call servicing and speech synthesizer.
They will also be able to close tickets faster, as the system will quickly process the tickets autonomously or redirect the callers to the support department.

…will be able to report simple issues without the participation of a consultant. They may also receive a confirmation via SMS or e-mail.
Should the problem be more complex, they will be promptly redirected to the right specialist.