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Benefits |
Customer Support Case Tracking
Offer your customers the freedom to interact with your customer support staff through every channel, phone, web, or email. Track every detail of every interaction, problem, product, status, duration, date/time. Automatically route each case to the appropriate customer support staff based on, service expertise, product, service level agreement, custom fields, assigned rep or any combination.
Multiple Channel Customer Communication
Accelerate Response to Inquires
Optimize Support Resources
Prioritize / Rank Service Requests
Anticipate Their Needs and Exceed their Expectations
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| Highlights
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Case Tracks
Resolve issues faster and make every customer contact move a step forward. Track and report customer case through phone calls, your web portal, and emails. Each case is automatically assigned to a service representative and recorded in the customer's history.
Automatic Email Templates
Save time and communicate automatically with email templates that provide a customized message to each new service request. Automatically notify support agents of new cases to enable faster responses to resolve cases quicker.
Automatic Case Creation by Email
Direct case creation and notification are generated as your customers submit their problems by email. A case can be automatically created, dispatched and then notify/assign the proper support representative.
Customize Service Request Form
Create unlimited number of custom fields for your customer web portal. Report and track the results as customers submit service requests. Personalize each experience, provide a unique "set of questions" for each customer.
Constant Communication
Customers may update and continue an online dialog with their support agent via email, web portal account or the web forum. Attach emails directly to a case. Update cases by phone and receive automatic email updates.
Escalation Processes
Easily create your own customized case escalation "rules hierarchy". Rules designed by you based on time, case duration, product, service status, and any custom fields.
Support Service Level Agreements
Deliver unique service levels to customers based on any set of custom fields. Service levels are based on product, service level agreements, service agents or case category.
Multiple Level Support
Put the right person on the case. Define multiple hierarchy levels of customer support cases that are automatically routed to pre-defined service representatives to facilitate optimal response.
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EBSuite is the Leader in Delivering Fully Automated On-Demand CRM
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Sales Force Automation, SFA, Salesforce, Customer Relationship Management, CRM, Customer Management, Contact Management, Call Center, Lead Management, Opportunity Management, Asset Management, Sales Forecast, Sales Teams, Product Interest, Multiple Product Price Books, Quote Builder Commission Credit, Sales Territory Management, Report Builder, Sales Metrics, Role Base Access Control, Group Calendar, Task, Appointment Calendars
Case, Service Request, Customer Support, Support Ticket management, Customer Service, Help Desk, Helpdesk, Knowledge Management, Solution, FAQ, Call Center, Customer Self Service Portal, Asset Management, Role Base Access Control, Case Dispatcher, Customer-facing Web Service, Customer Surveys, Group Calendar, Task, Appointment Calendars
Email Campaign, Contact List, Campaign Management, Online Promotion, Audience, Audience List, List Builder, Increase Sales, Brand, Campaign ROI, Call Center, Calendar, Task, Appointment
File, Source Control, Version Control, Check In, Check Out, Checkin, Checkout, Diff, Bug Tracking, Bug Management, Patch Management, Project Management, Project Scheduling, Gantt Chart, Task Scheduling, Calendar, Task, Appointment
Online Hosted, Web Based Application, Hosted Application, Application Service Provider, ASP, J2EE, AJAX, Open Source, Solution Provider, Enterprise Solution Provider, EBusiness, E-Business Suite
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EBSuite.com Implements CRM Solution for Asteres Inc
