Online Store
To illustrate how an online helpdesk system can help, below is a scenario how ebixPRO’s Online Helpdesk can help:
Live Chat Widget-straight-forward interaction
Online ticket distribution-accurate replies
Shift Scheduling
FAQ knowledge base-get answers directly
Live Chat Widget-straight-forward interaction
Let’s say Peter enters an ecommerce website through search engine, that he is impatient for distorted info. Instead of browsing around, he finds typing to ask in the live chat box more straight-forward to satisfy his need.
Online ticket distribution-accurate replies
Peter is a power user in cell phones that a normal representative cannot answer his question. ebixPRO’s Online Helpdesk allows the customer service manager to distribute the ticket to a related expert, instantly giving Peter the trust and determination to make the purchase.
Shift Scheduling
Although it was already 8pm on Saturday. The eShop is able to serve this client well to get the order because they know that is the peak hour for their business, so they arranged related staffs to work in a flexible schedule with installed ebixPRO backend in a mobile app.
FAQ knowledge base-get answers directly
The day after the purchase, Peter wonders how long the delivery takes. He returns to the site, clicks on the widget on the bottom right of the screen where he can click on the FAQ section serving as a knowledge base for all kinds of inquiries, without asking any more questions to a CS representative.
Summary
ebixPRO’s Online Helpdesk system simplifies all the essential key success factors for providing online customer services into one simple application, which can be set up as easily as copy and paste the html codes inside the body section of related webpages. The basic plan already includes live chat and ticketing functions, helping to break through the customer experience SMEs have to offer.