Quick and efficient responses are essential for any organization with a customer service team. HiLite boosts both by automatically tagging tickets as soon as they come in and sending automated responses when appropriate. This means customers get instant help for common issues, while agents can focus on more complex interactions.
First, HiLite automatically and immediately tags tickets into categories like:
- Order Status
- Returns
- Feedback
- Order Issues
- Account Management
Once a ticket is tagged, HiLite can send an instant response tailored to the inquiry. These automatic replies handle routine questions, giving customers the information they need without involving an agent! For example:
- Order status tickets might receive a tracking link and/or confirm an estimated time of arrival
- Return requests can trigger an email with instructions, saving both customer and agent time
- Account access issues might send troubleshooting steps, including clearing cache and ensuring the site or app is up to date
Using HiLite means that your support costs go down, agents have more time to handle complex or high-value inquiries, and efficiency improves the service quality for customers with more specialized needs.