Tag: teams

Benefits of a ticketing system
Using a ticketing system for your support team offers numerous advantages that can transform how a company handles customer service and internal processes:

Improved customer satisfaction:
Tickets ensure every customer query is logged and tracked, leading to timely resolutions and happier customers.

Enhanced efficiency:
Automating ticket assignments and tracking reduces manual effort, allowing teams to focus on resolving issues rather than managing workflows.

Better insights:
Comprehensive reporting and analytics help identify patterns, peak times, and areas for improvement, enabling data-driven decisions.

Streamlined communication:
A central platform for all customer interactions ensures consistent communication and reduces the chances of miscommunication.

Integrating ticketing with company telephony
Ticketing systems offer even greater value when integrated with company telephony systems by centralising communication and resolution processes. Incoming calls can be converted into tickets, ensuring all customer interactions are logged and tracked. This integration enhances customer service by providing a seamless experience where every call is accounted for and follow-ups are systematically managed.

Introducing Telavox’s feature Tickets
For businesses seeking a lightweight yet powerful support ticketing solution, Telavox’s Tickets feature is a perfect choice. Tickets is designed to integrate seamlessly with Telavox’s telephony services and provides a streamlined approach to managing incoming calls and customer queries.

Key features of Tickets:
Automatic ticket creation: Tickets can be created automatically from calls in a queue, ensuring no call goes untracked.
Status management: Easily change the status of a ticket (open/closed) to keep track of unresolved issues.
Assignment flexibility: Assign tickets to yourself or a colleague, ensuring the right person handles each query.
Internal notes: Take detailed internal notes for better knowledge sharing and quicker resolution.
Activity log: Keep track of all actions taken on a ticket with an activity log.
SMS replies: Reply to mobile callers via SMS (additional charges apply), providing a quick and convenient response method.
Interaction history: View previous interactions to provide context and continuity in customer service.
Colleague mentions: Mention colleagues in a ticket to involve experts and facilitate collaboration.

With Telavox’s Tickets feature, businesses can boost their customer service capabilities by ensuring that every call and query is managed efficiently. This solution is ideal for companies that need a straightforward, easy-to-implement ticketing system that integrates with their existing telephony setup.

Conclusion
Whether you are a small business or a large enterprise, choosing the right support ticketing system can significantly impact customer service quality and operational efficiency. Telavox’s Tickets feature provides a robust, integrated solution that simplifies ticket management and enhances your ability to serve your customers effectively.

 

Call the Hybrid Team today on 03300564565 , or email us at hello@hybridcomms.io

If you use Microsoft Teams, you know that there are lots of possibilities for communication – from chat to video meetings to email and collaborative documents. But did you know that Teams is also a perfect platform for managing your company telephony? In this post, we’ll tell you more about the benefits!

1. A complete platform for communication

By connecting Telavox to Teams, you’ll quickly discover the advantages of having everything at the same place and still be as available as before. You and your colleagues can use the same platform when you communicate and collaborate, without any hassle. You can call free of charge, chat, and transfer calls between the Nordics and the UK, just as if you were in the same room.

To have your telephony in Teams also means that you won’t have to juggle different interfaces, remember logins or keep track of in which channel you talked about what before. This will make you more effective in meetings, both with colleagues and customers.

With everything in one system, you’ll not only have access to your colleagues’ numbers and mail – it’ll also be easier to save contact information in one place.

Teams is all about collaboration, and one of the features is that you can invite clients to your meetings, directly in the system. You can let them read chat messages, and even work live in the same document as you’re on the phone. Effective communication – all in one place!

2. Overview and control of your telephony

A competent PBX system is one of the best tools to make your communication more efficient – internally, as well as with your customers and collaborators. With all your telephony in Teams, it’s also easy to manage your calls. The possibilities are almost endless. For example, you can do the following:

Decide which number to show when making outbound calls.

Call all of your contacts directly to their mobile or fixed number – regardless if they have Teams or not.

Decide if you want to answer incoming calls in Teams, your mobile, or through your computer’s softphone.

Manage your profiles directly in Teams: switch transfers, change your voice messages or add an out of office notice.

See a list of incoming calls and listen to previously recorded conversations.

GuideEffective communication with telephony and PBX in Microsoft TeamsGet the guide

3. Automatic sync between all devices

Another benefit of having your telephony in Teams is the efficient synchronisation that Microsoft offers between their tools. Calendars and contacts are automatically updated in both your mobile phone and computer. That way, all information in both in- and outgoing calls is correct.

Plus, your phone will sync directly with your calendar bookings, meaning that if someone calls you when you’re in a meeting, they’ll be informed of when you’ll be available. Another option for when you’re busy is to transfer the call directly to the queue or a colleague. This is a lifesaver that you don’t want to be without once you start using it!

4. Seamless integration with telephony and other systems

The benefits of collecting the company’s telephony in one place isn’t just related to getting an overview and smart synchronisation. Teams also offers integrations with hundreds of tools and apps that a lot of companies use daily. Apart from Microsoft’s own tools, like Outlook with mail and calendars, it’s just as easy to merge everything from analytical tools to case management systems into Teams. The extensive possibilities provide departments with a wide array of advantages, not least for the ones with daily customer contact.

For example, with an integrated CRM system, your customer service can see who’s calling since their contact card will appear when they’re calling in. That way, it’s easy to provide them with effective support directly. A plus is that you’ll never again have to switch between programs and browser windows to find the right info – everything’s a click away in Teams!

5. Stats and analytics directly in Teams

With a smart telephony system that’s integrated with Teams, it’s easy to get comprehensive stats to evaluate how you actually work. What do you do right, and what can you do better? With your telephony in Teams, you’ll also connect to Power BI, in which it’s easy to analyse data on how many clients have called, your answer time, and the number of tickets to customer service.

At the same time, you can see how Teams is being used internally and how it impacts your efficiency. With Power BI, you can also create your own statistical reports to use when it’s time to update and optimise your internal routines.

Summary: Here’s why you should connect your telephony with Teams 

Integrating Teams and telephony will boost your workdays. Make calls directly in Teams, get access to all of Telavox’s functions, and have it all in a user-friendly interface.

Here are the 5 benefits:

1. All your communication in one system.

2. Complete control of your call flow.

3. Automatic sync between devices.

4. Seamless integration between apps.

5. Stats directly in Teams.

 

Call the Hybrid Team today on 03300564565 , or email us at hello@hybridcomms.io