Key Benefits
- Easy adoption: Most customers are using it within a day of implementation
- Increase first-call resolution (FCR): Give CSRs the power of a searchable knowledgebase
- E-mail support integration with Outlook: Create tickets from e-mails, send acknowledgement of receipt, and offer suggestions for troubleshooting and resolution without tying up an agent
- Track and trend: Track ticket duration from open to close and time spent per incident; nip problems in the bud with early problem detection and efficiently create projects and close groups of tickets about the same issue
- Create unlimited SLA packages: Customize service packages to your customers’ needs
- Full life cycle ticket management: Follow tickets from submission to resolution without any falling through the cracks
Tracker does just what its name implies…it tracks the information you need for incident management and customer support success.
Key Features
- Contact management: View detailed customer information with the click of a button
- Multichannel support: Voice, e-mail, chat and self-service center
- Multichannel ticketing: Easily create tickets through any available contact channel
- Dashboard: Effectively manage CSR performance by dashboard
- Workflow templates: Customize workflow according to your processes
- Searchable knowledgebase: Quickly access solutions, tips, troubleshooting steps, and documentation
- Improve billing and up-sell/cross-sell opportunities.
- Reporting: Use built-in report templates or create custom reports
- Security administration: Easily manage security with unlimited groups and detailed authorization levels
Complete flexibility in software delivery
- On-site: For internal use
- Web-based: For customers and branch offices
- Mobile: Take our hosted model on the go
