Every type of business is different, but one thing is the same. Customers don’t like to wait. For the majority of the customer service world, juggling multiple cases at once is the norm. And, when juggling cases causes slower service, you’re on your way to turning waiting customers into ex-customers.
A lack of case prioritization results in slow response times and agents cherry-picking the easy-to-solve issues, at the expense of difficult ones. It takes an agent up to 2 minutes to decide what case to work next. If they’re working 20 cases per day, that’s over 3 hours every week wasted, which leads to SLA violations, impacts productivity, and costs time and money.
What if there was a way to have cases automatically prioritized so agents always know what to work on next? What if you could improve case response time and customer satisfaction with a single solution?
Enter…Case Flags. Case Flags is a native Salesforce app that provides visual prioritization through color-coded flags. Your customer service agents can see cases that require attention at a glance. No extra clicks. No long page loads.
Case Flags also allows for more visibility into the back and forth between your customers and your agents. You’re able to see whose side of the court the ball is on, so cases never slip through the cracks.
Users can set different response time rules to account for your business hours, customer tier level, SLAs, and more.
With the Case Flags Switchboard, it’s easy to view caseload, and rebalance work between agents or teams using simple drag and drop. And with pre-built dashboards and reports, you can effortlessly get insights into key metrics to improve.
Our customers report that Case Flags can improve initial response time by 46% or more, which creates happier customer experiences and higher retention rates.
Don’t let your cases slip through the cracks. Start saving time and money, and delivering higher quality service with Case Flags. For more information, or to sign up for a free trial, find Case Flags on the AppExchange today.
