Drive repeat business with customer support and case management tools that help quickly resolve issues. Use the knowledge base to share successful solutions as well as product-specific details across your team.
Our System shows you previous communications and complete customer proﬁle history to help service staﬀ better understand each incident as it arises. With the ability to share information organization-wide, important case statuses and history can be easily accessed by all front-line staﬀ.
Service Case Management :- No matter the incoming channel (phone, email or web), ensure every interaction is followed-up eﬃciently by tracking case assignments and escalations to ensure all of your customer issues are resolved.
Monitor Service Levels :- Monitor crucial customer service metrics through dashboards, reports and alerts, and immediately react to critical service issues that require attention. Track the performance of your service team across deﬁned metrics that matter most to your business and your customers.
Central Knowledge Base :- Avoid duplicating eﬀort by arming your customer service representatives with access to updated, detailed product information within a shared knowledge base. Share successful incident resolutions, service case details and a library of frequently asked questions.
With real-time updates to customer service metrics through dashboards and reports, managers can analyze customer service data to identify areas for improvement. For a quick snap-shot of customer service performance view details of all outstanding cases sorted by representative, including elapsed time, priority level and status.