CRM for Customer Service

Automatically create cases and set priorities. Assign tickets to individual users or groups (queues). Track all emails, notes and activities in one place. Synchronise with Outlook, Exchange/Office365 or Google Apps.

Categorise customers into ‘Red/Amber/Green’ so you know which customers are happy and which ones are ‘at risk’. Utilise cases and reports to manage issues to a successful conclusion.

Track performance against Service Level Agreements (SLAs) in real-time. Identify which cases are overdue or about to breach SLAs.

See open cases by agent. Easily reassign cases to different teams or users. Manage workload and resources allocation. Monitor trends by day, week, year and identify seasonal peaks.

Automatically route cases based on agents’ skills and knowledge, for increased speed and accuracy of resolution.

Display your agent performance data on internal screens to help drive behaviour day-to-day. Share key customer case metrics with management for better decision making.

‘Slice and dice’ your customer service data and get insight into re-occurring problems. Use the insight to deal with the source of the issues.

Record customers’ common problems and solutions and create a Knowledge Base of cases, ensuring the information is easy to find. Build email templates to ensure communication is consistent.

Manage cases via an email inbox. Capture enquiries via a Web form. Allow customers to log into a Web portal and use self-service. Capture chat logs and integrate Social Media tools.