Process automation not only eases repetitive tasks but helps to improve work efficiency as well
CUSTOMER SUPPORT > PROCESS AUTOMATION
Define custom categories for your customers’ requests, so that they can choose the type of request they are initiating in Asista. For eg., a sales related query is automatically diverted to the sales team and a support request to the support team. This categorizing of requests helps your agents or support team to easily identify the requests’ nature and handle them accordingly, or pre-defined process automations can be attached to the categories ensuring that the right support person handles the request.
Asista’s fully customizable multi-workflow capability can help you to mould the system according to your business, support and operation process. The Workflow flexibility is enriched with completely customizable STATE’s in Asista. To simply put, you can automate your CRM process and support process in a single platform. Asista gives you the flexibility to customize as many workflows as you need, and fine grained controls are established within the STATE and workflow in order to ensure well controlled flow of processes.
Automation not only eases repetitive tasks, but also adds to the efficiency of your agents who support your internal & external customers. Asista can enrich the data of the requests, allocate it automatically to someone who can resolve the problem better, send a special notification to interested parties, and carry out many other such tasks. Packed with lots of actionable intelligence, Asista’s automation capability can increase the productivity of agents resulting in cost-effectiveness and efficient support operations for an organization.
Feed your business software, messaging tools, or any other general software with information from Asista with the help of Asista’s general-purpose integration API. Business software such as SAP, or messaging software like Slack can be complemented with Asista’s information on requests, customers and assets. Using this feature, you can always be connected with your customers and engage with them on a platform of your own choice, even when on the move.
Asista is a user-friendly system and allows you to set friendly labels to various entities to match it with the standard naming convention or terminology that you use in your business. You can customize the ticket form labels or headers, provide a prefix or suffix to specific tickets to easily identify them, give custom names to ticket states and ticket categories, and even have additional custom fields for tickets and assets to get more information on an issue or request.
Asista’s Service Assurance feature allows you to stand and deliver your SLAs (Service Level Agreements) with confidence, and build the trust of your customers. You can set Service Levels, such as response time and resolution time of tickets for every type of ticket, and even automate actions to carry out before and after a ticket breaches service agreements, such as reminder emails and escalation of the issue. Additionally, multiple SLAs can be defined to provide different care for different types of tickets and users.