You take a call from your biggest client. With just a contact name you pull up all information on the client. You start a ticket and consult the knowledgebase for assistance. You enter the details while a timer tracks time spent on the ticket. Later he checks ticket status on the self service center.
You then have an online chat with another client. You push helpful articles to her. A ticket is created and the chat log is included in the ticket.
You receive automatic alerts about an imminent SLA violations and reports about the week's incident trends, ticket aging, and ticket assignments. You check your dashboard for other active incidents and SLA activity. Other customers use Self Service Center to look up answers in your knowledgebase, interact on the forums, and submit tickets.
Customers email you. Tracker and the Event Engine process the emails, send back suggested knowledgebase articles and create tickets.
JGSullivan Interactive specializes in national brand channel marketing challenges, including: • Revenue Growth & Marketing ROI • Cost Control & Operational Efficiency • Field Brand & Compliance Control • Field Adoption & Ease of Use • Channel Conflict • Consumer Shopping... Read More
Salesforce.com is the enterprise cloud computing company. The company's portfolio of Salesforce CRM applications has revolutionized the ways that companies collaborate and communicate with their customers across sales, marketing and service. The company's Force.com Platform enables customers,...
NetSuite is a leading provider of SaaS accounting/ERP software. NetSuite helps fast-growing and midsize companies and divisions of global enterprises run their entire business more productively and cut costs by providing one web-based system to run their accounting, order management, inventory,...
Automate processes for speed and efficiency: Integrate and process email ticket submissions automatically. Escalate incidents with business rule automation Manage trouble ticket tasks Create, update, and close issues Notify (alert) about impending SLA violation Notify the right people at... Read more
With Self Service Center: Offer 24/7/365 customer support through a service channel preferred by many customers. Reduce service handling times and call volume and publish information for specific customers. Submit incident tickets. Self Service Center is a secure web portal that enables your... Read more
Live Chat retains the real-time interaction of the telephone with the text capture of email or live logging. For those customers with hearing loss, Live Chat offers a channel for real time support with distinct advantages over TTY, TDD, phone relay, or email. With Live Chat you can also: Let... Read more
If properly leveraged, Live Chat can greatly enhance the efficacy of a firm’s website. The flexibility of Live Chat allows it to be used in a variety of ways including; customer service and product sales/promotion. The benefits of immediate response and ability to help multiple customers at... Read more
Discover the three main components of excellent customer support. Learn how to leverage these components to enhance the value of your firm's product or service offering to your customers. A new realization is slowly emerging in the modern business world. This realization is; that the... Read more
The decision of whether or not to outsource a small to medium-business’ (SMB) software programs is one that requires an examination of a variety of unique factors. Each firm must take into account their distinctive position in the marketplace in order to determine whether they should use a,... Read more