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This webinar aired on February 27 and showed how automating your help desk can streamline support, boost efficiency, and enhance customer satisfaction.
Syncfusion® executive Sameena Babu showed how, with BoldDesk®, small businesses can leverage automation to optimize workflows, reduce response times, and manage support tickets effectively.
If you missed the webinar, or would like to watch it again, you can do so in the following embedded video or on our YouTube channel.
Webinar summary
The webinar begins with an overview of how automation can drive small business growth by improving customer service operations. The presenter, Sameena, highlights the importance of faster response times and efficient ticket management.
Customer support challenges
Small businesses often struggle with:
- Long response times due to limited staff and high ticket volumes.
- Overwhelming numbers of support requests as the business scales.
- Maintaining consistency and quality across customer interactions.
- Limited resources for handling complex customer issues.
The impact and benefits of automation in business operations
Automation transforms customer support by:
- Providing faster response times through instant acknowledgments.
- Offering 24/7 availability without additional staffing costs.
- Reducing manual tasks, allowing human agents to focus on complex issues.
- Ensuring consistency and accuracy in customer interactions.
BoldDesk®: A comprehensive cloud-based help desk platform
BoldDesk® is a cloud-based support solution designed to enhance the customer service experience by tracking support tickets, managing inquiries, and improving team collaboration.
Understanding and managing customer and agent portals in support operations
- Customer Portal: Allows users to submit and track tickets, access the knowledge base, and interact with support agents.
- Agent Portal: Enables support teams to manage tickets efficiently, respond to queries, and automate workflows.
Ticket automation features in BoldDesk®
BoldDesk® includes powerful automation features, such as:
- Auto-assignment of tickets to appropriate agents.
- Predefined rules for sorting and categorizing tickets.
- AI-delivered canned responses for quick and consistent replies.
Creating and implementing ticket trigger actions
Trigger-based actions automate workflows based on ticket creation or updates. For instance, they can:
- Automatically assign tickets to the appropriate department based on category.
- Send instant notifications to customers when their ticket status changes.
Time-based automations and knowledge base features of BoldDesk®
- Time-based automation: Ensures compliance with service-level agreements (SLAs) by sending reminders and escalating overdue tickets.
- Knowledge base: A self-service repository where customers can find articles, FAQs, and guides, reducing ticket volume.
Q&A
1. Can BoldDesk® be localized?
Yes, BoldDesk® supports localization, allowing businesses to customize the platform for different languages. BoldDesk® currently supports 34 languages.
Multilingual support includes:
- Multilingual customer portal
- Multilingual knowledge base
- Multilingual agent portal
- Multilingual email templates
- Multilingual satisfaction surveys
- Multilingual support for form fields
Features: Multilingual help desk
2. Can BoldDesk® be used as an API?
Yes, BoldDesk® provides REST API that helps the third-party application to interact with BoldDesk® programmatically. It supports read, create, edit, and delete operations, which are usually in JSON format.
Users, groups, tickets, and fields among other items can be handled using the REST APIs.
API Doc: BoldDesk® Developer API Docs (1.0)
3. Can we set up WhatsApp and SMS notifications in BoldDesk®? If yes, do we need to provide Twilio keys or other credentials?
Yes, BoldDesk® supports both WhatsApp and SMS as separate omnichannel tools. WhatsApp integration is set up through the Facebook Meta Developer platform, while SMS notifications are managed via Twilio.
Once integrated, messages sent to your configured WhatsApp and Twilio numbers will be captured as conversations in the BoldDesk® agent portal.
4. Can BoldDesk® be white labeled to use our own branding?
Yes, BoldDesk® supports white labeling, allowing you to customize the platform with your own branding. You can:
- Replace BoldDesk® branding with your company’s logo, theme colors, and favicon.
- Set up a custom domain (e.g., support.yourcompany.com) instead of the default BoldDesk® URL.
5. Can we chat in real time with the customers?
Yes, the live chat feature enables real-time communication with customers. You can set up live chat and then integrate omnichannel tools such as Facebook, WhatsApp, Instagram, Twilio (SMS), and Telegram for seamless chat management.
6. So, does the BoldDesk® chat auto create tickets when I am offline?
No, tickets are not created automatically. When live chat is restricted to specific business hours, customers will see a contact form during non-business hours. They will have to create tickets with it manually.
Conclusion
BoldDesk® helps businesses run their support teams efficiently. It provides automation options that take care of simple and repetitive tasks like ticket assignment in order to free agents’ time for problem-solving. We hope this webinar was informative. Please keep an eye out for future BoldDesk® webinars.
If you’d like to give BoldDesk® a try in your company, we welcome you to sign up for a free trial or schedule a demo to see what it can do for you. For further details contact BoldDesk® support.
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