Improve initial response time by 46%+
Stop Case Neglect
Case Flags is an automated visual prioritization system for Salesforce that saves time and money while ensuring no case slips through the cracks.
Improve Responsiveness
Customers hate to wait. How fast does your team respond to new and ongoing inquiries? With visual case prioritization, your support agents won't waste time clicking into cases and deciding which case to work next.
Don't let a waiting customer become an ex-customer. Case Flags helps support teams improve initial response time and build better customer experiences.
Eliminate Decision Fatigue
Your customer service agents can see cases that require attention at a glance with the Case Flags Utility Bar. Our decision automation system updates in real time and always brings the next case directly to the top. Deciding what case to work on next is as simple as opening the Utility Bar and clicking on the top case.
Improve the agent experience and help your team stay organized in Salesforce.
Workload Management
With the Case Flags Switchboard, managers can easily see and rebalance work between agents or teams using simple drag and drop.
Support managers can build custom views based on product types, team locations, etc. They can also create groups based on shifts or special skills.
B2W Software Improves Response Time by 46% With Case Flags
B2W’s support team was overwhelmed by high support volume slowing them down. After adopting Case Flags, agents now can review and respond to cases with ease and speed. As a result, they respond to cases 46% faster.
Ensure Agent Activity Meets KPIs
Case Flags aging speeds offer flexibility–you can create different flag aging speeds based on status, priority, record type, or other related field values in the case.
Set flag event rules, so flags are automatically set or cleared by triggers such as inbound emails, case comments, or logged activities. Custom alerts can be configured to notify agents of changing flag levels, so no cases slip through the cracks.
Birds-Eye View Metrics
Don't let a waiting customer become an ex-customer. With analytics like initial response time, time to resolution, and comparing the time with the customer and your support team, you'll have data to improve customer satisfaction.
You can view pre-built report snapshots of your whole organization or drill down and see metrics for individual agents. Use the data to coach your agents and improve the overall customer experience.
Built for #AwesomeAdmins
Don’t waste time building a complex in-house solution, where you are responsible for ongoing maintenance. Case Flags is a managed app that is 100% native to Salesforce, so no complex setup or coding needed. The Setup Wizard makes it simple, and you can look forward to a speedy time-to-value.
