Difference between revisions of "Support Case Manager"
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A great response to customer issues can create loyalty for life. Customers have come to expect better service across the companies they do business with. When they call with an issue or help request they expect their issue to be recorded correctly, know that the issue will be escalated to the right people for resolution, and receive a confirmation number so they have someway of following for status or closure. | A great response to customer issues can create loyalty for life. Customers have come to expect better service across the companies they do business with. When they call with an issue or help request they expect their issue to be recorded correctly, know that the issue will be escalated to the right people for resolution, and receive a confirmation number so they have someway of following for status or closure. | ||
The Support Case Manager lets you securely and easily track and maintain customer service | The Support Case Manager lets you securely and easily track and maintain customer service requests, in the form of [[Support Case]]s. This application comes with internal notification options and customizable ticket-escalation policies. Plus, you can quickly integrate an easy-to-use self-service help desk for your customers into your website using a single line of HTML code. | ||
*Check on the status of a customer issue before a sales call | :* Check on the status of a customer issue before a sales call | ||
*Log, track and resolve customer issues in a timely manner | :* Log, track and resolve customer issues in a timely manner | ||
*Distribute customer support issues to the right person or expertise | :* Distribute customer support issues to the right person or expertise | ||
*Enhance your website with a branded support portal | :* Enhance your website with a branded support portal | ||
*Maintain a complete customer service history | :* Maintain a complete customer service history | ||
==Customer Care== | ==Customer Care== | ||
The right experience. Small businesses can deliver customers a big company support experience. Issues are captured and customers receive a confirmation number for convenient follow-up and an automatic email acknowledgment to create confidence that their issue has the right attention. | The right experience. Small businesses can deliver customers a big company support experience. Issues are captured and customers receive a confirmation number for convenient follow-up and an automatic email acknowledgment to create confidence that their issue has the right attention. | ||
==Case Management== | ==Case Management== | ||
Latest revision as of 18:27, 16 June 2011
A great response to customer issues can create loyalty for life. Customers have come to expect better service across the companies they do business with. When they call with an issue or help request they expect their issue to be recorded correctly, know that the issue will be escalated to the right people for resolution, and receive a confirmation number so they have someway of following for status or closure.
The Support Case Manager lets you securely and easily track and maintain customer service requests, in the form of Support Cases. This application comes with internal notification options and customizable ticket-escalation policies. Plus, you can quickly integrate an easy-to-use self-service help desk for your customers into your website using a single line of HTML code.
- Check on the status of a customer issue before a sales call
- Log, track and resolve customer issues in a timely manner
- Distribute customer support issues to the right person or expertise
- Enhance your website with a branded support portal
- Maintain a complete customer service history
Customer Care
The right experience. Small businesses can deliver customers a big company support experience. Issues are captured and customers receive a confirmation number for convenient follow-up and an automatic email acknowledgment to create confidence that their issue has the right attention.
Case Management
The case for action. Help desk personnel see full case details including case numbers, issue description, priority and the status of the resolution. Cases can be routed a technical resource, sales representative, or management contact for decisions on the disposition of the issue. All along the way, your team can attach notes or files to each case to provide additional information and clarification.