Keep your customers happy with swift ticket resolution
Ticketing is fully integrated within the Sonar platform. Incoming tickets are automatically associated with customer accounts, call logs can be escalated to tickets, and tickets can be linked to service calls for faster resolution. Sonar also lets you create internal tickets and link them to customer tickets to track impact.
- Simple and advanced filtering
- Track customer communication with call logs
- Segmented ticket groups and ticket categories
- Customizable inbound mailbox
- Mass ticket editing
Put your communication on cruise control
Canned replies are an essential tool that reduces response time for your customer service representatives. Create communication templates so your staff can answer commonly reoccurring questions. Speed up customer communications while reducing human error and maintaining consistency with the language and responses used by your employees.
- Customizable communication templates
- Auto replies and custom signatures
- Maintain brand consistency
Monitor customer interactions and build a superior support team
Sonar’s BI reporting enables your customer support team to deliver the ultimate customer experience. Analyze key metrics to improve ticket response times, customer service productivity, and messaging to your customers to reduce repeat tickets.
Leveraging business intelligence reporting can help reduce call times, reduce the number of emails exchanged in a ticket, and increase customer retention opportunities.
- First contact resolution
- Average response time
- Average handle time
- Customer contact rate
- Customer retention
- Tickets closed per agent and more!