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.

STEP #6 – Re-assign cases waiting in queues

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

Technical Questions?

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THE 8 STEPS

Introduction
8 Steps to creating a state-of-the-art Service team on Salesforce (in 30 days)
  1. Assign cases automatically in Salesforce
    Shorten response times, increase productivity & performance, reduce manual tasks
  2. Prioritize urgent & SLA-bound cases
    Assign most important cases to best available agents to optimize results
  3. Automate case load-balancing
    Balance agent workloads automatically using load points, scoring, weightings, caps & case quotas
  4. Assign cases to logged-in agents only
    Assign only to available agents to increase throughput and overall performance
  5. Automatically escalate difficult cases
    Where a case becomes difficult and hard to resolve, automatically notify or escalate to managers or supervisors
  6. Re-assign cases waiting in queues
    Where a case is queuing longer than X minutes, re-assign automatically to another agent
  7. Match cases to agents on skill & experience
    Increase conversion rates, throughput & performance by matching lead attributes to rep capabilities
  8. Reduce & simplify assignment rules
    Empower managers, break the dependency on IT, reduce Salesforce overheads
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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