Integrated Helpdesk Interface

In order to achieve excellence in customer service, we have provided our clients with convenient ways of contacting us and when they do we are able to efficiently manage and resolve their requests in a timely manner. Additionally, we provide them with the means to enter and track the progress of their own requests.

• The client finds the helpdesk area on our site, through a link we have established or provided.
• The client can read FAQs already posted to our knowledgebase.
• If he doesn’t find a solution he can submit his own question via online form or email.
• Email acknowledgement is sent to the client.
• An answer is provided by the first available representative and email reply is sent to the client.
• If desired the issue can be added to the knowledgebase and be made public and available to all clients.

• Customer portal with integrated web form and self-service tools.
• Instant conversion of incoming emails into issues.
• Categorization and tagging for every help desk request.
• Powerful, staff-friendly issue management and tracking.
• Built in helpdesk reporting.
• RSS feed output support.

• Online personal contact book.
• Online To-Do-List, where a representative may record items that require his/her attention.
• Online memorandum to email selected agents.
• Reporting for issue tracking, issues per agent, issues per category, time spent per issue, etc.
• News management console.
• Glossaries of highlighted words, which will be automatically defined when appear in issue contents.

• Mobilize helpdesk representatives since it can be accessed anytime from anywhere there is internet access.
• Increase efficiency and solution consistency by re-applying previously written solutions and answers.
• More information to customer service management (CRM) from built in summary reports and by viewing issue details.
• Instant information sharing internally or externally.
• Clients can easily track their issue progress and access their issues.