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HELP DESK
Customer Relationship Management (CRM) is a module that allows businesses to manage their interactions with customers and potential customers. The CRM module is integrated with other modules such as sales, marketing, and support, providing a centralized location for all customer-related activities.
HELP DESK
Customer Relationship Management (CRM) is a module that allows businesses to manage their interactions with customers and potential customers. The CRM module is integrated with other modules such as sales, marketing, and support, providing a centralized location for all customer-related activities.
Here are some of the key features of the CRM:
- Lead Management: The CRM module allows businesses to track potential customers from initial contact to conversion. Users can create leads, assign them to sales representatives, and track progress.
- Customer Management: Our CRM provides a 360-degree view of the customer, including their contact details, purchase history, support tickets, and communication history. This helps sales representatives and customer support teams to provide personalized service to customers.
- Sales Pipeline Management: The CRM module allows businesses to manage their sales pipeline, from the initial lead to the final sale. Sales representatives can track the status of leads and opportunities, schedule follow-up tasks, and forecast sales revenue.
- Marketing Campaigns: CRM allows businesses to plan, execute, and track marketing campaigns. Users can create email templates, set up automated campaigns, and track the performance of campaigns.
- Customer Support: The CRM module allows businesses to manage customer support tickets, track their progress, and assign them to support agents. This helps businesses to provide timely and effective support to their customers.
The CRM module provides businesses with a comprehensive solution for managing their customer interactions. It helps businesses to streamline their sales, marketing, and support processes, improving customer satisfaction and driving growth.
The Service module allows businesses to manage customer service issues, such as support tickets and service requests. The module includes configurable dashboards that provide real-time insights into service issues, helping businesses to streamline their service processes and identify bottlenecks.
Here are some of the ways in which configurable dashboards can help businesses streamline their service processes:
- Real-time Insights: dashboards provide real-time insights into service issues, such as the number of open tickets, the average response time, and the number of resolved tickets. This helps businesses to identify issues quickly and take action to resolve them.
- Configurability: Dashboards are highly configurable, allowing businesses to customize them to their specific needs. Users can choose which metrics to display, set up filters and alerts, and create custom dashboards for different teams or departments.
- Data Visualization: Dashboards use data visualization techniques such as charts, graphs, and tables to help users understand service data more easily. This helps businesses to identify trends and patterns in service issues and take action to improve their service processes.
- Collaboration: Dashboards allow users to collaborate on service issues more easily. For example, users can add comments and attachments to tickets, assign tickets to different teams or departments, and track the progress of tickets in real-time.
- Best Practices: Dashboards help businesses to implement best practices in their service processes. For example, users can set up SLAs (Service Level Agreements) to ensure timely resolution of tickets, track the performance of service teams, and use analytics to identify areas for improvement.
Configurable dashboards provide businesses with a powerful tool for managing service issues more effectively. They help businesses to identify bottlenecks, implement best practices, and improve customer satisfaction
The Service module includes features that allow businesses to manage support calls and convert interactions with customers into data. This helps support teams to work more efficiently and improve customer satisfaction.
Here are some of the ways in which support call features can help businesses:
- Call Popup: Call Popup feature allows businesses to receive live notifications of incoming calls on their desktop. This means that support teams can quickly answer calls and provide timely assistance to customers. The Call Popup feature also allows users to view customer details, such as their contact information and service history, before answering the call.
- Call Recording: Call Recording feature allows businesses to record support calls and store them in the system. This helps businesses to keep a record of customer interactions and improve the quality of their support services. Call recordings can also be used for training purposes or to resolve disputes with customers.
- Email-to-Ticket Conversion: The system allows businesses to turn emails in their inbox into support tickets. This means that businesses can manage customer interactions from multiple channels in a single platform, reducing the need for support teams to switch between apps. The Email-to-Ticket Conversion feature also allows businesses to automate the creation of tickets based on specific email criteria, such as keywords or sender information.
- Service Level Agreements (SLAs): Service module includes SLA features that allow businesses to set response times and resolution times for support tickets. This helps businesses to prioritize their support activities and provide timely assistance to customers. The SLA features also include automated alerts and escalations, ensuring that tickets are handled in a timely and efficient manner.
- Knowledge Base: Knowledge Base feature allows businesses to create a database of articles and resources that can be used to provide self-service support to customers. This helps businesses to reduce the workload on support teams and improve customer satisfaction.
The support call features provide businesses with a powerful tool for managing customer interactions and improving their support services. The features help businesses to work more efficiently, reduce response times, and improve customer satisfaction.
Automate Ticket AssignmentsTop of Form
In the Service module, businesses can set up assignment rules to automatically assign support tickets among their teams. This helps businesses to reduce the overhead of manual work and improve the efficiency of their support services.
Here are some of the ways in which assignment rules can help businesses:
- Round Robin Assignment: Round robin assignment rule distributes support tickets evenly among team members. This ensures that each team member receives an equal number of tickets, reducing the workload imbalance and improving the efficiency of the support team.
- Load Balancing Assignment: Load balancing assignment rule assigns tickets based on the workload of each team member. This means that tickets are assigned to team members who have the least number of tickets assigned to them, reducing the risk of backlogs and delays in ticket resolution.
- Automatic Assignment: Automatic assignment rule assigns tickets to team members based on specific criteria, such as the type of ticket or the skills of the team member. This ensures that tickets are assigned to the most appropriate team member, improving the quality of support services and reducing the time required to resolve tickets.
- Time-Based Assignment: Time-based assignment rule assigns tickets based on the availability of team members. This means that tickets are assigned to team members who are available to work on them, reducing the risk of delays in ticket resolution and improving the efficiency of the support team.
The assignment rules help businesses to improve the efficiency of their support services and reduce the overhead of manual work. By automating ticket assignment, businesses can ensure that tickets are assigned to the most appropriate team member and resolved in a timely manner. This helps businesses to meet their commitments to customers, improve customer satisfaction, and increase the productivity of their support team.
Team Excellence
In the Service module, businesses can collaborate to address support tickets with multiple assignments or mentions. This helps businesses to improve the efficiency of their support services and reduce the time required to resolve tickets.
Here are some of the ways in which Collaboration features can help businesses:
- Multiple Assignments: The system allows businesses to assign support tickets to multiple team members. This means that multiple team members can work on a ticket simultaneously, reducing the time required to resolve the ticket and improving the quality of support services.
- Mentions: the system allows businesses to mention team members in support tickets. This means that team members can be notified of important updates or requests, improving communication and collaboration among the team.
- Out-of-the-Box Reports: The includes out-of-the-box reports to monitor the performance of the support team and analyze ticket traffic. These reports provide businesses with valuable insights into the performance of their support team, including the number of open and closed tickets, response times, and resolution times. This helps businesses to identify bottlenecks and improve the efficiency of their support services.
- Collaboration Tools: The system includes a range of collaboration tools, such as comments, attachments, and tags, to help team members work together on support tickets. These tools allow team members to communicate effectively, share information, and track the progress of tickets, improving the quality of support services and reducing the time required to resolve tickets.
Overall, The collaboration features help businesses to improve the efficiency of their support services and reduce the time required to resolve tickets. By enabling team members to work together effectively, businesses can provide high-quality support services, improve customer satisfaction, and increase the productivity of their support team.
Service Level Agreement
In the Service module, businesses can personalize their customer experience with Service Level Agreements (SLAs) to set expectations for their support policy, response and resolution times, and other parameters. SLAs help businesses to improve the quality of their support services and provide a personalized customer experience.
Here are some of the ways in which the SLA features can help businesses:
- Customizable SLAs: The system allows businesses to define their own SLAs based on their specific requirements. Businesses can set different SLAs for different types of support requests or customers, ensuring that each customer receives a personalized experience.
- Response and Resolution Times: The system allows businesses to define response and resolution times for each support request. This means that businesses can set expectations for when customers can expect a response and when their issue will be resolved, improving customer satisfaction and reducing the risk of delays.
- Fulfillment Tracking: The system allows businesses to track the fulfillment of their SLAs, ensuring that they are meeting their commitments to customers. Businesses can monitor SLA fulfillment in real-time and take corrective action if necessary to improve the quality of their support services.
- Failure Tracking: Our ERP system allows businesses to track SLA failures, ensuring that they are aware of any issues that arise and can take corrective action. Businesses can analyze SLA failures to identify patterns and improve their support processes, reducing the risk of future failures.
The SLA features help businesses to provide a personalized customer experience and improve the quality of their support services. By setting expectations and tracking fulfillment and failures, businesses can ensure that they are meeting their commitments to customers, improving customer satisfaction, and increasing the productivity of their support team.
Customer Portal
In our ERP system, businesses can level up their customers’ interaction with their system and boost customer experience by providing them with access to the Issue Portal. The Issue Portal allows customers to track the status of their issues and your team’s correspondence in real-time, enhancing transparency and improving the customer experience.
Here are some of the ways in which Issue Portal can help businesses:
- Access to Real-Time Information: Issue Portal provides customers with access to real-time information about their issues, including the status of their issue tickets and your team’s correspondence. This means that customers can track the progress of their issues and stay informed throughout the support process, improving the customer experience.
- Full Transparency: By inviting customers as users in your account, you can provide them with full transparency into your business operations. Customers can open sales orders, track shipments via delivery note status, raise issue tickets, and track resolution details, enhancing trust and improving the overall customer experience.
- Reduced Workload for Support Teams: By providing customers with access to the Issue Portal, businesses can reduce the workload for their support teams. Customers can track the progress of their issues and access self-service options, reducing the need for support team involvement and improving the efficiency of the support process.
- Improved Collaboration: The Issue Portal also facilitates collaboration between customers and your support team. Customers can provide feedback, ask questions, and share information, improving communication and collaboration throughout the support process.
Issue Portal can help businesses to enhance transparency, improve the customer experience, and increase the efficiency of their support process. By providing customers with access to real-time information and self-service options, businesses can reduce the workload for their support teams and focus on delivering high-quality support services.
Knowledge Base
In the Service module, businesses can reduce the ticket load on their support team by creating crisp help articles and FAQs. By providing customers with access to self-service options, businesses can empower them to find solutions without having to wait for an agent, improving the customer experience and reducing the workload for the support team.
Here are some of the ways in which self-service options can help businesses:
- Expanded Knowledge Base: By creating crisp help articles and FAQs, businesses can expand their knowledge base and provide customers with access to information that can help them resolve issues on their own. This means that customers can find solutions to common problems without having to contact the support team, reducing the workload for the team and improving the efficiency of the support process.
- Empowered Customers: Providing customers with self-service options empowers them to find solutions on their own, improving the customer experience and reducing frustration. Customers can access help articles and FAQs at any time, from any device, making it easy for them to find the information they need.
- Reduced Ticket Load: By providing customers with self-service options, businesses can reduce the ticket load on their support team. Customers can find solutions on their own, reducing the number of tickets that need to be handled by the support team. This frees up time for the support team to focus on more complex issues that require their attention.
- Improved Efficiency: By reducing the ticket load on the support team, businesses can improve the efficiency of the support process. Support agents can focus on more complex issues, reducing the time it takes to resolve tickets and improving the overall customer experience.
Self-service options can help businesses to expand their knowledge base, empower customers, reduce the ticket load on the support team, and improve the efficiency of the support process. By providing customers with access to information and solutions, businesses can improve the customer experience and reduce the workload for their support team.
Scheduling Maintenance Visits
The Maintenance Schedule feature allows businesses to avoid missing service maintenance visits. By using this feature, businesses can log the employee and work done in each visit, capture customer feedback, and manage their service schedule more efficiently.
Here are some of the ways in which Maintenance Schedule feature can help businesses:
- Avoid Missing Maintenance Visits: With the Maintenance Schedule feature, businesses can schedule maintenance visits in advance, ensuring that they don’t miss any important visits. By setting up a schedule for maintenance visits, businesses can ensure that their equipment and assets are properly maintained, reducing the risk of breakdowns and improving the longevity of their assets.
- Log Employee and Work Done: With the Maintenance Schedule feature, businesses can log the employee and work done in each visit. This information can be used to track the performance of employees and ensure that the work is done correctly and efficiently.
- Capture Customer Feedback: With the Maintenance Schedule feature, businesses can capture customer feedback on each visit. This feedback can be used to improve the service experience and ensure that customers are satisfied with the work done.
- Manage Service Schedule: By using the Maintenance Schedule feature, businesses can manage their service schedule more efficiently. They can view upcoming maintenance visits, assign employees to the visits, and track the progress of each visit. This helps businesses to manage their service operations more effectively and ensure that all visits are completed on time.
Maintenance Schedule feature can help businesses to avoid missing maintenance visits, log employee and work done, capture customer feedback, and manage their service schedule more efficiently. By using this feature, businesses can improve the performance of their service operations and ensure that their equipment and assets are properly maintained.
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