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.