Customer Service

Deliver Superior Customer Service

Automated Support Workflows

• Create personal or workgroup workflows using an easy to use workflow engine
• Automate assignment of activities or cases based on core focus or severity
• Utilize rules-base escalation to redirect cases to the appropriate agent

Case Management

• Categorize service issues using a logical hierarchy of subjects you define
• Create customer support queues by enabling case submissions directly from your company website
• Deliver appropriate service based on a customer’s history and current service contract

Knowledge Base

• Resolve common issues fast using built-in Knowledge Base as a solutions repository
• Share staff expertise with self service knowledge base article submissions
• Distribute knowledge base articles through the web or automated e-mail responses

Simplify Contract Management

• Track support incidents against a service contract for specific products and services
• Gain insight to determine upcoming contract renewals and up-sell / cross-sell opportunities
• Quickly the current status and service eligibility for each customer