|on 13 Jun Posted by Admin Category: News|
Parker Software today announced further enhancements to their Live Chat and real-time website analytics application, WhosOn, by incorporating an advanced ticketing system. The ticketing enhancement has been integrated to improve productivity and cost efficiency, encourage faster response times and further improve customer satisfaction for any organisation using the WhosOn Platform.
Orlando, FL June 12, 2011 -- Parker Software today announced further enhancements to their Live Chat and real-time website analytics application, WhosOn, by incorporating an advanced ticketing system.
The ticketing enhancement has been integrated to improve productivity and cost efficiency, encourage faster response times and further improve customer satisfaction for any organisation using the WhosOn Platform.
WhosOn, a leading live chat platform, already delivered improved customer service and increased online revenue opportunities for organisations that utilise the application. The ability for an organisation to provide immediate real-time response to any customer enquiry via live chat instantly improves customer satisfaction and retention. The bar has now been significantly raised, in comparison with other chat providers, as the ticketing function doesn’t rely on any 3rd party vendors and can therefore be customised accordingly to meet customer specific requirements.
Within any organisation the ability to address issues, solve problems and answer inquiries is crucial to not only achieving but also maintaining the highest level of customer satisfaction, loyalty and retention, with this in mind WhosOn now offers a centralized ticketing option. The application significantly improves the productivity and responsiveness of support and service teams by streamlining tasks and improving issue management.
Support and Service team personnel can now effectively track and monitor the status of customer problems raised via multiple communication channels such as live chat, email or via the web and related activities from the moment a request is raised until they are fully resolved, ensuring customer service is of the highest level. Advanced dynamic resource allocation within the ticketing system automatically assigns the specific customer request to the most relevant agent based on the agent skill set and subject matter ensuring the request is handled in a timely manner and vastly improves first contact resolution.
In today’s highly competitive online business environment, where customer expectations increase daily, companies must endeavour to deliver world class customer support in order to retain their customers and ensure ongoing profitability. WhosOn with the inclusion of its ticketing system can now help companies centralise and streamline the tasks associated with issue management, by providing them with the ability to rapidly respond to issues.
The ticketing system enables any organization to improve its customer support and post sales operations by centralizing and streamlining the tasks associated with issue management, by providing them with the ability to rapidly answer inquiries, address issues, and solve problems to help achieve and maintain the highest levels of customer satisfaction, loyalty, and retention.
About Parker Software
Parker Software is an independent software house. Established in 2003 we have offices in the USA and the UK. Parker Software develops innovative software aimed at companies that do business on the web.
Parker Software produces two flagship products: "WhosOn", a tool for monitoring web site visitor activity in real time and live chat and "Email2DB", a tool for integrating incoming emails with business processes.
Parker Software's products are used by thousands of businesses, large and small, in all parts of the world.
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