8 STEPS TO BUILDING A WORLD-CLASS CUSTOMER SERVICE TEAM ON SALESFORCE - IN 30 DAYS

Q-assign for Salesforce

  • 100% native Salesforce app
  • Dynamic case assignment
  • Advanced round robin
  • Automated load balancing
  • Automated re-assignment
  • Match to best available agent

STEP

05

AUTOMATICALLY ESCALATE COMPLEX OR PROBLEMATIC CASES, TO ACHIEVE BETTER RESULTS AND MAINTAIN THROUGHPUT

Any service agent, regardless of how experienced they are, can get bogged down with a particularly complex case. This can cause bottlenecks to be formed, whereby cases start stacking up in queues. Bottlenecks slow down case throughput and can quickly have a negative impact on results and overall customer satisfaction.

In a high-performance service team, problematic cases can be automatically escalated using dynamic assignment rules.  Where X minutes or hours have passed by without a case being closed, a notification can be sent automatically to a supervisor or manager.  Alternatively, the case can be automatically re-assigned to another agent, supervisor or manager.

By configuring Q-assign to escalate problematic cases automatically, case throughput can be maintained and bottlenecks avoided, providing a boost to productivity and potentially increasing customer satisfaction ratings.

Q-assign, the world’s most powerful lead & case assignment app, is 100% native to Salesforce and is helping Salesforce organizations around the world to completely re-build and re-motivate their sales and service teams. Q-assign has a 5-star rating on the AppExchange.

GET HELP WITH AUTOMATED CASE ASSIGNMENT

Q-assign for Salesforce, our powerful case assignment app, is available to download on a FREE 30-day trial from the AppExchange.  We offer a FREE Consultation and a FULLY MANAGED POC*.  Contact us today for a demo and an informal chat about your use case.
*POC – Proof Of Concept
Once in a while you come across a solution that meets your exact needs, and does not cost a fortune. This is one of those few.  We were able to see immediate ROI after the first day of using this, in the form of man hours saved for lead allocation and management.
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