CRM Sorftware - Help Desk
Log and track every customer enquiry! A dream tool for call centres that is user-friendly, practical and delivers maximum operational efficiency. Powerful cloud-based solution fully powered by Oracle.
CRM Software - Help Desk comes with 3 powerful modules to support help desk agents, supervisors and senior management. Our solution is 80% out-of-the-box and requires only 20% configuration and customization, based on the specific needs of an organization.
Help Desk Agent
- Display of caller ID.
- Search criteria for easy retrieval of customer details.
- Create and view tickets at customer level and not just at ticket level.
- Auto priority levels set based on ticket category.
- Auto notification to customers on ticket status.
- Manage open, overdue and closed tickets.
- Merge duplicate tickets.
- Auto conversion of e-mail and web enquiries into tickets.
- Built-in workflow to send case to other departments.
- Set and track SLAs by department.
- Set-up notifications and alerts on SLAs.
- Built-in sms and e-mail to send personalized communications to customers such as product brochures, ticket updates etc.
- Mini dashboard to track tickets.
- Access customer history.
- And more!
Help Desk Supervisor
- Track ticket status by team member.
- Assign e-mail and web tickets to team.
- Ability to close tickets at supervisor level.
- Track SLAs by department for timely closure of tickets.
- Listen to call recordings and track call quality.
- Track sms and e-mail logs.
- Manage users and permissions.
- Manage SLAs and notification templates.
- Manage customer communication templates.
- Access to a powerful dashboard with 6 standard reports.
- Interactive reports that can be downloaded to Excel, CSV, PDF etc.
- Drill down filters by date range, outbound agent, products and services.