— Online loansNumber of Employees
Customers call to ask about the application status, amount of debt, means of payment, request some documents.Before UseDesk
Customers' requests used to be responded from e-mail and here are 3 problems:
1. Very often customers write several times. We used to ask follow-up questions to find previous conversations because we didn't have the conversation history shown. It was vastly time-consuming and it made customers angry.
2. The Support Department would forward the case to other departments orally or on stickers. As a result it was impossible whether the request was responded or not. It wasn't clear who was responsible for the case at each stage. As a result, it took too long before the problem was solved.
3. The manager didn't have a report to control employees' work.With UseDesk
1. UseDesk shows all the conversation history: when a customer wrote to us, who talked to him. Repeated requests are combined and we don't waste time on them.
2. Some other departments also work in UseDesk: a lawyer, a collector, loan experts. When the Support Department receives a message for a lawyer or a collector, a support employee forwards the request with one click and changes the status. Colleagues add comments on what they have done regarding each question. Everything is quite transparent now, and you can control the departments' interaction.
The manager knows for sure how many requests were responded and how much time it took. Employees like opening the satisfaction report the most: it has 90% of high grades and comments with "thank you" for rapid responses :)