Efficient ticket management is crucial for customer service success. HiLite enhances this process by automating ticket routing. By automatically tagging tickets and using custom triggers, HiLite routes inquiries to the right agents, teams, or departments with ease. Tickets are tagged based on key categories, such as:
- Order Status
- Returns
- Feedback
- Order Issues
- Account Management
To maximize efficiency, HiLite allows you to set up custom triggers that automatically route tickets to the correct agent groups or departments. For example:
- Order status inquiries go directly to the order tracking team.
- Return requests are sent to the returns department.
- Account management issues are routed to the relevant team.
When used effectively, HiLite’s intelligent routing helps:
- Speed up resolutions by sending tickets to the most qualified teams.
- Reduce misrouting and avoid unnecessary escalations, as tickets are properly assigned from the start.
- Boost team productivity by balancing workloads and ensuring each team handles the types of issues they’re trained to resolve.