Customer Service

Customer Service

The module has been created to simplify and enhance the quality of service to the end user (Internal & External customers) through quick response times and better communication. This advanced tool is available online accessible through standard web browsers. Through this module end users can communicate directly with the Helpdesk Operators. At any time, they can submit a complaint, raise a service request, upload images and documents. Subsequently, the maintenance team will operate in most efficient and professional way possible. Users can easily track the status of their complaints through the system from the time it is submitted to its completion.

Module Key Features

  • Multi-Channel Communication
  • Email Response Management
  • Customer Portal
  • Knowledge Base & Solutions
  • Account & Contact Management
  • Contracts & SLA Management
  • Computer Telephony Integration
  • Reports, Dashboards & KPIs
  • Mobile Access
  • API Integration

Module Functionality

  • Allow emails to be converted to requests automatically or import them as csv files.
  • Organize requests into categories and groups, and route them to the right technician using business rules.
  • View details and history of requests, and stay up to date on their status.
  • Customize your request templates with additional fields and get the required information from customers.
  • Meet SLAs with automatic SLA status notifications
  • View the time spent on a request by each technician for easy and accurate billing.
  • Route requests to specific business units using "mail configuration
  • Be alerted about the statuses of requests, new emails from customers, or SLA violation statuses
  • Add canned responses for easy email replies.
  • Insert solutions from the knowledge base in email responses for faster request closure
  • Discover what all the buzz is about!

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