oCustomer Helpdesk - Management, Planning, and Orchestration of Complex Help Desk and Ticketing for Customer Service
Description
oCustomer Helpdesk is a flexible and scalable tool for managing and processing support tickets. It enables companies to efficiently track, prioritize, and resolve customer inquiries. The solution offers features such as SLA management, task automation, and reporting.
Process Solution
The tool oCustomer Helpdesk addresses the challenge of efficiently and systematically managing and processing customer inquiries. It ensures that support tickets do not get lost, are prioritized, and are handled within the agreed-upon deadlines (SLAs). By automating tasks, it reduces manual effort and speeds up processing. Additionally, it enables better tracking of performance through comprehensive reporting and continuous optimization of customer support. This way, the tool helps companies increase customer satisfaction and improve their support processes.
Functions
- Support Ticket Management
- Efficient Tracking
- Prioritization of requests
- SLA Management
- Automation of tasks
- Escalation mechanisms
- Notification features
- Reporting and Analysis
- Detailed statistics
- Dashboards for Overview
- Customizable Workflows
- Multichannel Support (Email, Chat, Phone)
- Scalability for increasing demands
- User-friendly interface
- Templates for Frequently Asked Questions
- History tracking for tickets
- Role and Permission Management
- Customer Feedback Management
- Mobile app or web access
- Configurable Notifications
- Data export and import
