From Reactive to Proactive: Analysis of Locale vs Ticketing Platforms

Efficient customer service is crucial for businesses to maintain high customer satisfaction. Ticketing systems are a staple of customer service departments everywhere. However, ticketing systems have some limitations. They are reactive, meaning that they only notify you of an issue after a customer has already reported it. This can lead to delays in resolving problems, and it can also put your customers at risk of frustration.

Locale offers a more proactive approach to customer service by providing real-time updates and automatic resolutions, ensuring customer issues are addressed promptly. Locale continuously monitor your data and identifies potential problems before they become critical. This allows you to take action early and avoid major disruptions to your business.

In this blog post, we'll compare Locale with a traditional ticketing platform to discover how Locale revolutionizes customer service:

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Proactive Monitoring

Traditional ticketing platforms rely on reactive measures, addressing customer issues only after they are reported. This approach can lead to frustrated customers and potential churn. Locale takes a proactive stance by continuously monitoring your data and alerting you in real-time when critical issues arise. By being aware of problems before customers complain, you can address them promptly, minimizing any negative impact.

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Notified on your favourite messaging platform

Gone are the days of being tied to your work desktop, constantly monitoring a ticketing platform for customer issues. Unlike Ticketing Platforms, Locale offers the flexibility of receiving alerts through various channels, such as Slack, Whatsapp, Email, SMS, and more. This feature empowers you to stay connected and promptly respond to incidents on your preferred communication channel.

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Manage incidents on your favourite channel

Constantly having to go to the ticketing platforms to gather information or manage incidents can be time-consuming and inefficient. With Locale, you can update or close incidents directly from your preferred channel. Whether you're on Slack, WhatsApp, or any other supported platform, Locale seamlessly integrates with your workflow, providing convenience and saving you valuable time.

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Automatic Escalation

Timely resolution of incidents is crucial for maintaining customer satisfaction. With traditional ticketing platforms, it's easy for issues to slip through the cracks. Locale combats this challenge by offering automatic escalation. If an incident remains unattended within specified time frames, Locale proactively escalates it to the next level of support or management, ensuring that all incidents receive attention and resolution.

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Auto Resolution

Instead of relying on manual ticket closures which are prone to biases and errors, Locale continuously analyses relevant data and system metrics. It can determine whether an incident has been successfully resolved. This automated approach streamlines the resolution process, reducing manual intervention and increasing efficiency.

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Why business are adopting Locale to manage their operational issues

• Track every alert in real-time: What's happening on the alert, who's working on it, and was the problem ultimately resolved or not.
• Resolve every alert and escalate if necessary: Every alert becomes a ticket, you can setup escalation if issues are not resolved within a specified time.
• Integrates with the tools you're using everyday: Select Database of choice and sends alerts to whatever platform you want.
• Understand your Ops Performance & Health with Analytics: Powered with advanced analytics to helps you do a root cause analysis to optimise your ops health.

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How to get started

Excited to get started?  So are we!!! Alerts, workflows and incident management are all just a few clicks away with Locale. Here's how:

• Integration takes 15 mins: Connect your data sources to configure your tables blazing fast.
• Instrument alert rules in SQL: Start monitoring your business events so that you can act on time.
• You're ready to roll: Manage your incidents. Resolve, escalate and take action.

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If you are eager to know more about how Locale helps you set up Alerts, Book a call with one of our specialists to have all your questions answered today! Too good to be true? There is magic in the world, you just haven't seen it yet😌

Go check out our product for yourself and sign up now: https://go.locale.ai/signup