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🚀 May 2024 Experience Updates: Ticket Management, SLAs, and Document Management are here!

This May is pretty special for us and our customers. We are adding two big features to Salesmate and also bringing a new field type and updates to our looker studio. 

Elevate your customer service standards with streamlined ticket management and SLA implementation   

Efficiently managing client requests and internal workflows is pivotal for maintaining high service standards.

With Salesmate’s intuitive ticket management system and robust SLA capabilities, you can seamlessly achieve exceptional customer support while optimizing internal operations. 

Effortless ticket management 

With Salesmate, you can effortlessly manage tickets and provide exceptional customer service. Our streamlined system allows for seamless communication with clients, ensuring that all inquiries are handled efficiently and effectively. 

  • Tailored ticket pipelines: Customize multiple ticket pipelines to cater to diverse needs, whether it’s handling internal requests, back-office tasks, or customer support tickets. 
  • Flexible access control: Admins can easily manage access levels for team members, ensuring streamlined collaboration while safeguarding sensitive information.
  • Detailed ticket views: Each ticket features a customizable detail view, providing a comprehensive overview of crucial information and a timeline of actions taken.
  • Real-time notifications: Automatic notifications keep you updated on ticket progress, ensuring that everyone involved remains informed and responsive.
  • Client accessibility: Clients can conveniently access running or past tickets through the chat widget, promoting transparency and enhancing the customer experience. Additionally, clients will receive notifications whenever you update the ticket.
  • Insightful reports: Leverage pre-made reports to gain valuable insights into ticket trends and performance, empowering informed decision-making for continuous improvement. 

Empowering SLA compliance 

SLA Compliance 

In addition to robust ticket management, Salesmate introduces Service Level Agreements (SLAs) to uphold top-tier support standards for your customers.  

  • Simple setup: Effortlessly configure SLA policies based on predefined conditions, ensuring timely responses and resolutions for every ticket.
  • Urgency prioritization: Define urgency levels for tickets, enabling your team to prioritize and address critical issues promptly.
  • Deadline enforcement: Set clear deadlines for First Response Time, Every Response Time, Resolution Time, and Escalation Conditions, facilitating accountability and efficiency.
  • Custom notifications: Maintain control over notifications for breached SLAs, ensuring that designated stakeholders are promptly alerted to take corrective action. 

At Salesmate, we firmly believe that effective ticket management and SLA implementation are instrumental in fostering long-term customer satisfaction and loyalty. Elevate your customer service game with Salesmate’s comprehensive suite of tools.  

Discover more about Ticket Management and SLA Integration [link to learn more].

Manage, send and track your documents 

Document management

Our next addition this May is Document Management.  

The purpose is quite straightforward. You don’t have to rely on external drives and cloud services to store sales or service docs.  

Here are some key features that you should know: 

  • You can store PPT, PDF, Spreadsheets, and Word Documents. 
  • Once a doc is uploaded, you can create a shareable link and use it over various communication channels. 
  • You can find visitor details and a number of views for every doc, along with visitor info. 
  • You can easily set up access for each doc, password protection, and Data Privacy Settings. 

You can learn more about the Document Management System from our support documents here. 

New rating field support

Enhance the user input in your CRM by incorporating expressive symbols such as stars and hearts. This will create a more interactive way of gathering feedback and sentiments.

You can select the symbols according to your specific requirements, whether it is for tracking customer satisfaction, feedback, or client rating. Upgrade your CRM now to add personality and depth to your user experience! 

New version of Google looker studio 

We’re thrilled to announce the release of the latest version of Google Looker Studio, now equipped with the revolutionary capability to construct reports using custom modules.

This enhancement opens up a world of possibilities for your business intelligence needs.   

We highly recommend upgrading your Looker Studio Plugin to leverage this cutting-edge feature and unlock a whole new realm of reporting capabilities.

With custom modules at your fingertips, you can craft more dynamic and powerful reports tailored to the specific requirements of your business. 

That’s all folks. 

We will see you soon with new updates. 

Kashyap Trivedi

Kashyap Trivedi is working with an awesome marketing team at Salesmate CRM. He is deeply interested in learning digital marketing trends and try them out! When he’s not working, you’ll find him reading a good book or meditating.

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