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.