Better Agency offers a centralized platform, Service Center, that unifies sales and service operations. This guide shares strategies for using the Service Center enhance team efficiency, track service tickets, and improve customer communication.
Video Walkthrough:
Step 1: Access the Service Center
To start, navigate to the Service Center from the main menu. This is where you’ll manage all your service tickets, similar to how sales or renewal pipelines are tracked in Better Agency. The Service Center is designed to bring customer service representatives (CSRs) and sales teams together in one system.
Step 2: Set Up a Service Email
For efficiency, it’s important to automatically route service requests into the system. Here’s how to set it up:
- Create a Service Email: Set up a dedicated service email address (e.g., support@youragency.com) to receive customer service requests. This will help automate the process of gathering service tickets and ensure customer requests are written down for clarity.
- Communicate the Email: Ensure your customers know to use this email address for service inquiries. This helps keep the process organized and ensures requests are tracked properly.
Step 3: Configure the Service Email in Better Agency
- Go to your Agency Settings by clicking on your name in the top-right corner.
- Select Edit Agency and then go to the Customizations tab.
- In the Service Email section, enter the email address you set up (e.g., support@youragency.com). This email will be linked to Better Agency, and requests sent to this address will be automatically processed into the Service Center.
- Sync the service email just like you did with your primary email.
Step 4: Manage Incoming Service Requests
Once your service email is configured, incoming emails will be filtered directly into the Service Pipeline. The system automatically categorizes them based on whether the sender is an existing customer or a new one.
- For Existing Customers: If the email is from a contact already in your system, the service request will appear in the New Opportunities pipeline.
- For New Contacts: If the sender is not recognized, the email will go into Unlinked Opportunities, where you can link it to an existing contact.
Step 5: Handling Unlinked Opportunities
Occasionally, emails from individuals who are not in your system (such as family members or new clients) will appear in Unlinked Opportunities. You can:
- Link them to an existing contact if they’re associated with your agency.
- Work with unlinked tickets as needed, and once resolved, move them to In Progress or Completed.
Tip: Avoid linking service tickets from non-household contacts (like referral partners) to your clients’ accounts.
Step 6: Track Service Requests in Progress
Once a service request is in progress, it will appear in the In Progress pipeline. Here, you can:
- Set a Next Action Date to track due dates.
- If a task becomes overdue, the card will turn red, signaling the need for immediate attention.
- In Progress tickets can be moved to Closed Opportunities once completed.
Step 7: Close and Review Service Requests
Once a request is complete, move it to the Closed Opportunities pipeline. Here you can:
- Add notes or attachments to document any changes made (e.g., policy updates or premium changes).
- Trigger a Google review campaign manually to ask customers for feedback based on the service provided.
Important: Always start review campaigns at your discretion, especially after services that may lead to misunderstandings, such as premium changes.
Step 8: Create Service Tickets Manually
In situations where you don’t have an automated process (e.g., a customer calls directly), you can create a service ticket manually:
- Click on the Create a New Service Opportunity button.
- Designate whether the request is a service or claim.
- Select the related contact and policy type, then add necessary details and tasks.
You can also do this directly from a customer’s contact record, where you can add tickets, assign tasks, and track progress.
Step 9: Automate Notifications
Better Agency also helps automate customer communication:
- When a service request is received, the system sends email and text notifications to the customer, confirming receipt and setting expectations for follow-up.
- Once the request is completed, the customer is notified that their request has been processed.
Step 10: Filter and Search Service Tickets
If you have a high volume of service requests, use the search and filter options to organize tickets by:
- Owner
- Line of business
- Ticket type
This helps you stay organized and ensure nothing slips through the cracks.
The Service Center in Better Agency allows your team to efficiently manage service requests, from automatic email integration to streamlined workflows and customer communication. By using these features, you can enhance your customer service operations, reduce manual entry, and ensure that no request is overlooked. Whether you prefer manual ticket creation or automation, Better Agency provides the flexibility to meet your needs while improving customer satisfaction.