80%
of customers say that companies don't have the context from their last conversation.
31%
of customers said the employee they spoke to wasn't qualified to help.
/ˈkɒntɛkstʌɪtɪs/noun
Context-deficiency caused by the usage of poor, or in some cases, no help desk software, where customer support divisions may become ineffective. If left untreated, this deficiency may also negatively impact the entire organization
The agent frequently requests that the customer repeat information because he or she can't comprehend what the customer says.
Resolving tickets takes longer when agents pass-the-buck between themselves. This mostly occurs when an agent doesn't understand the issue due to lack of context.
Despite having a ton of resources to assist them in solving tickets, they end up providing irrelevant solutions to customers. This leads to delays and frustration.
Agents may feel that they aren’t able to solve the entire problem themselves. One of the leading causes of loss of context is when information changes hands.
Struggle to solve tickets
Miss targets and deadlines regularly
Have meaningless customer interactions
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Context. itis.
View all interactions, between agents, or agents and customers, with conversation history on every ticket.
Zoho Desk enables you to tailor workflows based on ticket context. These workflows automate the process of assigning and solving tickets thereby resulting in lesser time delays.
Zoho Desk works with your agent when solving tickets, thanks to Suggested Articles—it scans the content of the tickets, and provides the agent with a set of articles that will best help solve the issue.
Zoho Desk enables your agents to work with teams across your company to quickly solve problems through effective collaboration.
Solving tickets shouldn’t be a struggle.
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