Custom ticket views to help your team stay organized

Turn your support team into champions by helping them organize tickets better to suit their needs. EngageBay's custom ticket views help agents deliver best-in-class customer support.

Custom ticket views

Flexible ticket views to suit everyone!

Views help you organize your tickets by grouping them into lists based on different criteria. You can create a view for solved tickets that are assigned to you, a view for new tickets that need to be assigned, or a view for pending tickets. Using views can help you determine which tickets need attention from you or your team and plan accordingly.

A view consists of one or more conditions that define a collection of tickets to display. If the conditions are met, the ticket is included in the view. By using views you can easily search for tickets based on different criteria.

Call potential customers in one click

Engagebay takes customer interaction to a whole new level with its Telephony feature. Make and receive calls with a single click without even leaving the system by integrating with third parties. Adding call notes will help you keep track of past conversations you had with your clients. Engagebay also lets you record important calls so that you don't miss out on needed information from your customers. Maximize efficiency and effectiveness of customer support by integrating with applications such as Twilio, SIP, Exotel, etc.

Call potential customers

Record conversations

Call any customer or prospect right from your desktop with a single click and records all your calls automatically so you can go back and analyze them whenever you need to. Next time you need to remember important details of a call or something you might have missed in the conversation, the information is always there.

Record conversations

Call Notes

Call notes from your reps hold valuable information like key requirements, competitors in evaluation and more. Notes taken while on a call are automatically added to the interaction history of the customer who called, allowing reps to go back and reference key points from the call.

Call notes from your reps

Call Scripts

Deliver accurate information every time by using EngageBay Call Scripts. Call scripts have every word that should be spoken by the representative in any given situation, or be as a basic outline that representatives can follow to ensure that they never fall short of words in a conversation. These scripts help productivity by Decreasing training time script can limit errors by ensuring that the talking points are always on the mind of an agent

Call Scripts

Call Broadcast

Use EngageBay’s Call Broadcast to automate the process of dialing numbers Unlike manual dialing, it auto dials the phone numbers pertaining to a selected list of contacts on behalf of the agents. Automated dialing system eliminates the various call constraints like misdialing, excessive wait time and call drops, etc. EngageBay Call Broadcast is widely used across many call centers as this significantly increases agent productivity.

Call Broadcast

Route your call

when running a call center, you need automated software to speed up your manual operations.EngageBay gives you the ability to route calls to different people and locations depending on a variety of factors. Create routing rules to manage your outbound/support calls Also set up different routing instructions based on your schedule

Route your call

Ticketing

EngageBay support ticket system lets you create a new support ticket each time someone calls for support. Service Bay acts as a shared inbox for all your customers’ questions and concerns. Track every customer interaction in one place so your support agents can provide a great customer experience. A support ticket system allows support teams to streamline customer communications in a single ticket, all within an organized workflow. This leads to quicker resolution of individual support requests.

support ticket system

Tag-based Call Broadcast

Create custom tags for your business and run a call broadcast on contacts with specified tags. Add tags like Unanswered, Voicemail, etc and run Automated call broadcast this eliminates constraints like redialing.EngageBay Call Broadcast is widely used across many call centers as this significantly increases agent productivity.

Tag-based Call Broadcast

Support Groups

One Call center might work for different online merchants, telemarketing companies, computer product help desks, etc. To avoid confusion and to redirect calls to the right help desk one can create groups depending on skill, issue, product, department, etc and organize agents in different ways, such as areas of expertise location, or departments. Create groups for sales queries Technical issues or billing related support etc and automatically direct incoming support calls from customers to that corresponding support group.

Support Groups

Powerful Reporting

Get all possible metrics of Hourly tickets, the number of chat sessions per day, Call made/answered by each agent and create an awesome report. Know how quickly your support team is responding to your customers and set average response time goals. See all your tickets, agents and groups that these tickets are assigned to, right at your dashboard, Manage your data constantly with advanced analytics, metrics, and reports for more continuous growth.

Powerful Reporting
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