Training Wheels helps your agents to build their confidence and knowledge by automatically setting a percentage of their ticket responses to be reviewed by an experienced team member. The team member can then provide feedback on the proposed response, empowering your agents to continuously learn by doing, and ensuring that your customers always receive high-quality responses.
With one central helpdesk ticketing system, you can help your team to work together to resolve issues faster, keep your customers happy, and get more done.
Alert your team when another agent is viewing or replying to the same ticket to avoid any communication mishaps.
Add notes to tickets that can only be seen by the team — perfect for when you need to flag information or discuss a ticket in context.
Add any member of your team as a follower on a ticket so they’ll be kept in the loop as the conversation progresses.
Use pre-populated responses to reply to common queries so you can keep your customer support answers quick and consistent.
Get a timeline overview of all the actions carried out by agents on a ticket to add transparency to your customer support process.
Quickly see what other requests customers have sent in from their history overview, giving you more information in context.
Ensure customers continuously receive consistent and proactive support by helping your agents to craft empathetic responses and learn how to negotiate difficult demands.
If agents aren’t hitting the mark with their responses, guide them on how to give the customer the answer they’re looking for — so that your Happiness Ratings are always great and you’re exceeding customer expectations.
Set up a peer review system so that team members can review each other’s responses to ensure they’re constantly learning from each other.
Help your team to develop their communication and problem-solving skills by reviewing customer interactions and providing constructive feedback on how to improve.
Encourage agents to develop professionally by reviewing customer interactions and providing feedback on how to effectively communicate — especially if it’s a tricky topic.