Having a well-crafted product or service or a memorable marketing campaign is just not enough. Customer support provides one big way companies can get up, close and personal with their market to better personalize and package their product or service to meet customer's needs and tastes and achieve true customer satisfaction.
In the end great customer support helps companies win customer loyalty and build a well-known brand.
Solution
We help companies with an integrated web-based Helpdesk software solutions to consolidate their support requests across multiple communication channels to achieve world class customer support and service at an affordable price.
The features are as follows:
Multi-Channel Communication
Provide customers with 24/7 support through multiple channels of communication including telephony, email, and online knowledge resources.
Accounting
Manage client accounts according to business units, accounts and customer groups
Contracts & SLA Management
Manage multiple service contracts and customer support plans and perform customer billing
Support Ticketing
Track all incidents and requests for support from customers through online ticketing. Automatically convert emails or sms requests to tickets.
Online Self-Service Portal
Help customers to help themselves through a self-service portal integrated into the corporate website where they can track their requests and find solutions online.
Knowledge Base
Speed problem resolution by documenting solutions to common issues or trouble points in an online knowledge base for support staff and customers.
Remote Assistance
Connect with customers remotely over the internet to troubleshoot customer support issues.
Call Center Integration
Integrate with a computer telephony solution or a call center to store or pull up information on customers and their recent requests.
Reporting
Obtain statistics and reports on trends, staff performance for continuous service improvement.
Benefits
By utilizing a web-based customer support helpdesk your organization will be able to:
Manage customer support from single central point
Remove complexity and learning curve through familiar web-based interface
Provide 24/7 fast, efficient, responsive support
Automate email, workflow processes and integrate business routing rules
Reduce cost of customer support.
Increase staff productivity and end user satisfaction
Meet customer service level agreements
Maintain audit trail for regulatory compliance.
