OneDesk for Retail Support Work Management
How does OneDesk help my Support team?
Provide Great Customer Service and Handle Inquiries
Answer Customer Service Questions Efficiently via Tickets
Retail customer support handles inquiries about online orders, returns, product questions, or store experiences. Use OneDesk's help desk to manage omnichannel tickets (email, chat, web form, social media). Create custom views based on issue type (order issue, complaint). Track response and resolution times against customer service SLAs. Report on customer satisfaction and contact reasons.
Customer Self-Help Portal Reduces Service Calls
Organize tasks for handling customer support inquiries related to online orders, returns, or product issues. Break down complex return investigations into subtasks. Set dependencies if escalation to another team is needed. Schedule follow-ups to ensure customer satisfaction.
Measure Time on Customer Service Interactions
Retail customer support teams track time spent resolving issues via phone, email, or chat. Use OneDesk's timer on tickets to measure average handling time (AHT). Analyze time spent on different issue types (orders, returns, complaints). Optimize support staffing and processes.
Assign and Track Customer Service Tasks Efficiently
Enhance retail customer support with automations. Automatically triage inquiries based on channel (web, phone, chat) or issue type (order, return, complaint). Send automated order status updates or return instructions. Route complex issues to specialized agents.
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