CustomerWise for Support Teams
Overview
Delivering superior customer service is a key ingredient to maintaining your customer relationships. TechExcel CustomerWise Support helps you optimize your support process by providing your team with all the tools necessary to meet and exceed your customer's service expectations.
Refine your support process and increase efficiency and productivity while reducing your overall support costs with TechExcel CustomerWise Support. With sophisticated process automation, knowledgebase management and customer self-service through the Customer Web Portal, your support team can resolve issues more efficiently and improve your bottom line. Best of all, CustomerWise Support can be deployed under budget in just days or weeks.
All the features and benefits you need to manage your support process at a price you can afford.
Benefits
- Support Managers: Manage the support team's workload. Track performance metrics to monitor high priority incidents and to identify critical problem trends.
- Support Engineers: Manage the incident resolution process, build and search the knowledge base, conduct Web conversations with customers.
- Customers: Enter new incidents and view the status of existing ones, search the knowledgebase, have online conversations with the support team.
- Sales and Marketing Team: Combine CustomerWise Support with additional Sales and Marketing modules for a complete CRM solution and create seamless processes between your teams.
Screenshots
Technical Information
Features and Functionality
- Incident and Resolution Tracking - Define and manage your complete customer support process, from tracking to workflow and process automation, all customized to meet your unique business requirements.
- Knowledge Management - Compile and search a comprehensive product support knowledge base, including indexed documents, files and Web links, weith definable access for customers.
- Sophisticated Workflow - Automatically assign new incidents to the most appropriate person based on their skills and workload, then trigger automatic notification and re-assignment when incidents are overdue.
- Multiple Automated Notification Options - Automatically notify any support team member by email, pager or cell phone when selected events occur based on definable criteria.
- Built-in Reports and Analysis - Easily analyze incident trends and track support team performance metrics.
- Customizable Customer Web Portal - Provide your customers with a powerful Web interface to submit and manage incidents, to search the knowledge base and to have interactive Web conversations with the support team.
