The status change feature, which makes it easier to track work, allows you to check the stage of your requests. It is used to find out whether your requests have been processed or not and their current status. There are various request statuses in the system, such as open, closed, waiting for a response, waiting for a response from the customer, in progress and idle.
With the status change feature that facilitates task tracking, the stage of requests is monitored. It is used to learn whether requests have been processed and their current status. Various request statuses exist in the system, such as open, closed, waiting for response, waiting for customer response, in process, and idle.
Filters used to quickly find the searched topic or request are saved, so there is no need to re-filter in every operation.
Filters used to quickly find the searched topic or request are saved, so there is no need to re-filter in every operation.
This plugin allows you to evaluate the performance of agents responsible for solving requests by examining customers’ positive/negative feedback, and to take necessary actions for the continuity of your business. With the agent rating screen, a more accurate and fair performance evaluation is made, and service improvements become possible.
Developed for you to monitor the stages and current status of requests collected on the panel. If you activate notifications, you can track the status of requests instantly.
Refers to how the digital support software panel is viewed by staff and customers. Users logging into the site can view the panel content by choosing their preferred language from the available options.
A panel containing the information of customers and support personnel. Customer and staff information can be accessed from a single screen when needed.
The signature addition feature allows responses to customer requests to look more professional and trustworthy. You can add explanatory text, tables, images, links, videos, or e-signatures under requests.
Helps speed up the request resolution time and the workflow of personnel. Filtering can be done based on request priority, date, tag, domain, SLA policy, and department.
Developed to instantly access customer information, this panel includes sales data, request status, customer notes, submitted images or files, product count, version notes, and more.
SLA policies containing companies’ working policies and contract details can be included in the request resolution process. Support personnel assigned as agents can add conditions to requests according to company rules, customizing the review stages.
All details about customer requests are displayed when clicking the request log records button. The information of the personnel handling the request, the current stage of the request, and all details about the processing are included in the related records.
A plugin that allows the functions of two different software systems to be combined. With API integration, rapid data transfer occurs by establishing communication between different software your business needs.
Nildesk works integrated with Ekomesaj for customers who need to be informed via SMS. Thanks to Ekomesaj infrastructure, informative messages are delivered safely and quickly to customers.
A feature developed for storing large-scale data of media-related requests. It is used to speed up the loading of media content requests and prevent data accumulation.
Mobile app support is needed for reviewing, responding to, tracking, and reporting requests regardless of time and place. With Nildesk Mobile, customer requests can be reviewed and resolved instantly, accelerating the process and increasing customer satisfaction. Support personnel can access all features from mobile without needing desktop access.
A plugin that allows grouping of similar topics with tags and reporting them in table or graph formats. It is used for quickly identifying request statuses, viewing details, and learning the current status of requests with filtering options.
A feature used to determine current workload and the number of requests in process for businesses. Density status is analyzed by filtering according to hour, date, department, and platform.
A plugin used to monitor how successful companies are in resolving requests. The status of requests, response, and resolution times are examined in performance analysis reports, and feedback is given to personnel or departments. Date-based filtering on the same screen is also possible.
To improve customer satisfaction, the same requests are assigned to multiple agents or escalated to higher units for support. The responsible staff member responds to customers’ questions to help finalize the resolution process.
A plugin used in the performance evaluation of support teams and in improving services. It allows detailed examination and reporting of customers’ current and past transactions.
When the personnel handling the request needs to be changed, request transfer reports enable the transfer between departments. Requests can be filtered by date and transferred between old and new departments.
Refers to the ability of businesses with multiple brands to access their brands from a single panel. With this feature, where all data is displayed on the same screen, there is no need to switch between brands, allowing quick access to needed information.
A plugin that enables the management of departments from a single panel instead of assigning tasks one by one. It is also used for measuring the performance of departments and employees and tracking open requests.
A plugin developed for entering working hours into the system, determining how much employees have worked in specific periods, and controlling overtime statuses. Working hours can be easily set from the admin panel, and lists of active or inactive employees can be accessed.
A system that enables the automatic assignment of waiting requests without manual allocation. Available personnel are determined by the system, and tasks are automatically sent to the relevant staff.
Predefined response templates are created to give bulk answers in a standard language to requests, automatically responding to related customer questions.
A plugin that allows tagging all requests based on specific features regardless of their current status, making them easier to find, analyze, and group.
A system that sends notifications to customers via different channels about changes, resolution process, and current status of requests.
It is an analysis screen used to review requests assigned to personnel and to determine their current workload and performance. To improve the performance of support teams, the staff analysis page is based on personnel information, ratings, and the status of the requests they handle.
Your online store is initially launched with a preliminary name in the format of yourbusinessname.jettycart.com. You can register your company name through any domain registration site. Later on, you can easily change it from your online store’s admin panel.
Customer Retention Strategies
Customer experience plays a vital role in ensuring the continuity and growth of businesses. Companies that fail to sufficiently improve customer experience inevitably lose their customers. This not only reduces profit margins but also significantly harms brand image.
What is Digital Support Software and How Should You Choose It?
Digital support software enables businesses to manage customer requests quickly and efficiently. In this system where buyers and sellers interact online, the goal is to enhance support services through various channels such as live chat, email, and phone. All requests can be monitored through a single panel and are handled based on their content. Companies that respond promptly to inquiries strengthen communication with their customers and improve their service quality.
Why Is After-Sales Customer Support Important?
After-Sales Customer Support ServicesAfter-sales customer support services help businesses build customer trust, increase brand loyalty, and expand sales volume. A strong after-sales support system ensures that customers’ problems are addressed quickly and effectively. When support needs are met, businesses can establish a positive brand image. If you're wondering, "Why Are After-Sales Customer Support Services Important?" keep reading
10 Proven Strategies to Improve Customer Service
Customer service is one of the key factors that influence a business’s success. In fact, customer satisfaction plays a critical role in increasing e-commerce sales and brand awareness. Companies that offer high-quality customer service gain prestige and can stand out in the competitive business world, thereby enhancing their brand. However, achieving full performance from customer service requires dedicated effort and time. Businesses that aim to meet their customers’ expectations should organize their existing operations through proper planning.
A Guide to Dealing with Difficult Customers
Difficult customers are a reality that every business is likely to encounter. Effective strategies are needed to cope with this challenging situation and to establish more positive relationships with customers. Basic steps such as empathizing with customers, staying calm, determining a solution-oriented approach and developing effective communication skills are important tools that will help your team deal with difficult customers. However, they are not enough on their own and can only help you reach your target point with regular work.
Why Is Customer Satisfaction Important in E-Commerce?
E-commerce is one of the most prominent industries in recent years, involving the sale of products or services over the internet. While quality and affordable pricing are essential for success in e-commerce, they alone are not sufficient to influence customers’ purchasing decisions. On the contrary, there is a different strategy that should be prioritized for gaining a competitive advantage: Customer Satisfaction.
Leading Customer Service Trends for 2023
As of 2023, we have entered a period of major transformation in the field of customer service. Expectations surrounding customer service—which has been gaining increasing importance each year—have also evolved this year in parallel with technological advancements and changing shopping habits. For this reason, businesses need to start prioritizing customer service and take steps to improve the process. In 2023, customer service that focuses on personalized experiences and offers innovative solutions is expected to come to the forefront.
What to Look for in a Customer Service Representative
What is the most important factor that ensures a positive ordering experience for customers and increases satisfaction rates? The most accurate answer to this question would be improving the quality of customer service. Customer service refers to a company’s interaction with its customers to resolve their issues and provide support in all necessary areas.