Customer Support Features
CRM provides the Customer Support & Service management (Help
Desk) features such as Cases (Trouble tickets),
Solutions (Knowledge Base), Case Assignment &
Escalation through Workflow rules, and easy to deploy
Web-to-Case forms for capturing customer-specific cases through
Websites. In addition, you can also synchronize
customer-specific email messages. i.e. Cases from Microsoft
Outlook mail client to Cases module in CRM.
The Cases and Solutions functionality can be used to streamline
organization-wide Customer Support processes and enable a better
integration between Sales & Customer Support processes in a single
system. Integration between Sales and Post-sales support management
helps organizations in resolving the customer-reported cases in less
time, which enhances the customer satisfaction, cross-selling and
up-selling opportunities in the future.
CRM - Customer Support Modules
Case Management
- Track all the customer-reported cases end-to-end as per
organization's customer support process
- Generate cases through email, phone or web site using
Web-to-Case form. In addition, you can add a customer-specific
email as a case from the Microsoft Outlook mail client
- Automate the case routing process using the case
assignment rules so that all the cases are assigned to the
right support agents in your organization
- Set up case escalation processes by using the Workflow rules to enhance customer satisfaction.
- Customize the Cases module as per your organization-wide
customer support process. Customizable features include the
ability to add more custom fields, to modify a page's layout by dragging
and dropping, and
to change the order of related list views
- Customize the case-specific reports and dashboards
Top
Solution Management
- Manage product-wise solutions (knowledge Base articles) in
an easily accessible centralized location for a better case
resolution in the least possible time and less effort
- Periodically update the solutions based on customer suggestions
& feedback
- Customize the solutions module to suit your organization-wide
knowledge base requirements. These solutions include adding custom fields,
modifying the page layout by dragging and dropping, and changing the
order of related list views
Top
|
