Save Yourself Some Trouble (and Customers): Automate your customer support processes

How many hours does your company waste duplicating effort, apologizing to customers, missing deadlines because of missing information, and, in general, trying to juggle all the phases of customer service and support without dropping any balls?

It shouldn't be that way. And it doesn't have to be that way.

Automation of customer support processes can significantly decrease unnecessary problems with incident investigations, step wise processes, and SLA maintenance. Creating automatic processes can save a customer from falling through the cracks.

• Automatically escalate high priority customer tickets.
  
• Create automatic alerts to maintain service level agreements.
  
• Update and reply to customers through automatic e-mail messages.
  
• Generate an automatic report to determine if an upward trend is showing for specific issues.
  

 

There are many business processes that can be taken care of by the system, bypassing a need to manually track all customer issues and agreements. Fewer people are needed to maintain all the processes, freeing them up to do real work. And the customers are happy because they know exactly where they are with you, and you with them.

PhaseWare's Event Engine is an event monitoring application that integrates with PhaseWare Tracker to take customer service to a new level. Event Engine performs all of the automated processes listed above and more.

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