Respond to incoming e-mails automatically with integrated email support for outlook. Easily set up e-mails to be automatically sent when certain conditions arise.
Configurable workflows and customizable business rules allow you to create easy-to-follow, consistent processes while enforcing compliance to standard issue tracking procedures.
PhaseWare’s issue tracking solution will improve your agents' productivity and performance by providing a single interface for managing all user information, prioritizing cases, documenting case histories, researching solutions, managing tasks and alerts, escalating cases, and monitoring performance.
Keep a searchable repository of frequent responses to common issues. When creating a new case/issue, a built-in function will quickly pull up a ranked list of pre-stored responses that can be used in resolving the current case. The correct response is then pulled into the case notes without having to copy or paste. The response can then be e-mailed from the case to the customer in a matter of seconds.
PhaseWare’s Issue Tracking solution will help you organize, track and measure your support efforts. This will enable you to stay on top of pressing issues, regardless of volume, and regularly monitor the performance of your customer support agents.
Natural-language search provides a ranked list of potential solutions from a variety of sources—FAQs, articles, stored responses, and previous issue tickets — when opening a new issue ticket.
Robust customer or case histories, including past activity by product, customer, classification, or other key data points better prepare agents to serve individual customer needs.
Capture, classify, and assign issues to the right department to streamline issue tracking and ensure timely resolution.
Aggregated customer and issue ticket data provides a foundation to analyze and identify potential product or service improvements.
Track and manage customer issues through multiple channels, including voice, e-mail, and chat.