HiQ Support
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Articles
Recent activity by HiQ Support-
Completing a Task
On your Dashboard, on the right-hand side, you will see a Task block. If you have a Task assigned to you, you will receive a notification and see it here: When you click on the Task, it will open ...
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HiLite
HiLite: Smarter Ticket Management, Simplified Are you ready to transform the way you manage tickets? HiLite, a key feature of the HiQ platform by HiOperator, is here to streamline your workflow and...
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The HiQ Agent Dashboard: Your Tool for Success
Customer service agents need the right tools and preparation to deliver great experiences to customers. HiQ by HiOperator gives agents a personal Dashboard to track their performance, manage tasks,...
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Turning Customer Complaints into Loyalty with SuperSAT
In customer service, turning around a bad experience can greatly impact loyalty. This concept, called the Service Recovery Paradox (SRP), means that customers often feel better about a company afte...
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Improving Quality with HiLite and QA Scout
To deliver consistent, high-quality customer service, teams often need targeted coaching for their agents. HiQ’s tools, HiLite and QA Scout, work together to help service leaders spot areas where r...
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Meeting Deadlines with Auto-Tagging and SLA Management
Meeting Service Level Agreements (SLAs) is key to keeping customers satisfied and earning their trust. HiLite auto-tags tickets as soon as they’re created and applies specific SLAs based on the tic...
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Enhancing Efficiency with Auto-Responses
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 resp...
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Streamlining Ticket Management with HiLite's Routing
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 ro...
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How To Flag Content
If you believe certain content should be seen by another member, you can flag a message for their review. When reviewing a response on a ticket, in the lower right corner you will see the option ...
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Reviewing a Manual QA
A submitted QA on a ticket shows in both the Overview and Transcript tabs: The Overview tab provides the QA Scout breakdown and interaction summary. If a Manual QA was run on the ticket, it will p...