Allow your support agents to resolve customer issues with whichever channel the customer chooses.
From one channel to the next, support should be able to pick up the conversation without hesitation.
Reliability as a requirement when choosing an application for a new channel can ameliorate downtime.
Interact with customers through any communication channel. Utilize phone, live chat, online submission via the Self Service Center, or e-mail—never lose touch with your customers.
Process incoming communication via your agents, Self Service Center, and Mail Checker. Auto-populate information and organize communication instantly so you can move to the next step of solving any issue.
Once communications are received by Tracker they are processed into easily trackable tickets and associated journal entries. In turn, your agents can reply manually to the customer.
Automate e-mail, SMS, and alert notifications, incident updates/changes, incident assignment, incident closure/reopen, and virtually any other available customer support process.
Utilize Tracker to quickly and efficiently handle all customer issues, from the onset of the incident to its complete, successful resolution. Follow up to ensure satisfaction with Reports, Dashboards, and knowledge base.
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