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Customer Service Software
Empower your customer service team with a comprehensive view of your customers, enabling them to quickly resolve issues, reduce the length of time a case is open, and provide customized service based on historical data.
- Scheduling
- Workflows
- Accounts
- Contracts
- Cases
- Analytics
Organize and simplify scheduling
- Organize services with associated resources and employee schedules to increase efficiency.
- Scheduling is available with a visual, web-based interface to save time and ease the scheduling process.
- Maintain one central view of all service personnel’s calendars and resources to increase scheduling efficiency.
Automated workflows
- Setup personal, team, or company-wide workflows with the use of wizards that reduce the need for IT intervention.
- Automatically give specific tasks or activities to particular employees and enable the rules-based escalation feature to forward outstanding cases to a more senior employee.
- Ensure consistency across continents with support for numerous languages and currencies.
Improve account management
- Increase employee and team efficiency, productivity and ease of use an intuitive Microsoft designed, web-based user interface.
- Increase resolution of issues during the first account call with the ability to view the customers’ complete history.
- Simply recognize and remove duplicate data.
- Simplify the addition, modification and management of contact data via a customizable web-based control panel.
Ease of contract management
- Create customized catalog of products and/or services to monitor sales and service contracts.
- Achieve more complete insight into customer actions to increase sales of support contracts.
- Establish a central contract “file cabinet” to simplify case management.
- Provide each customer service employee with a current picture of each customer to determine service eligibility.
Create and manage cases efficiently
- Route customer issues and escalate problems using rules to increase rate of first call resolution.
- Manually or automatically prepare and close case activities and associate them with the appropriate contact for future reference.
- Provide exceptional, customized customer support and service with a snapshot view of your customers’ history and service contracts.
Gain greater insight into your customers and improve their experience with your company
- Analysis of key performance indicators enable you to monitor and address issues before they develop into larger problems.
- Empower the customer service teams with up-sells and special offers created specifically for their individual customers.
- The Report Wizard allows you to create your own custom reports or you can use the wide variety of already created reports available to you.
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