1. Usedesk now shows the entire history: when the client contacted, who talked to him. Repeated appeals are merged, and no time is wasted on them.
2. Besides support, there are several departments in Usedesk: lawyer, collector, credit expert. When support receives an email with questions for the lawyer or collector, the support staff reassigns the problem with one button and puts the desired status. Colleagues add comments on what they did on each question. The decision chain is now transparent, and interaction between departments is under control.
3. The manager knows exactly how many appeals have been processed and for how long. And the employees like most of all to open the satisfaction report: there are 90% of excellent marks and comments with gratitude for quick answers :)