Define and maintain Service Level Agreements (SLA). Execute service requests against the SLAs, and moreover measure sensitivities and non-conformances.
Provide customers with various support channels such as Email, Phone, Web Portal Login and Web Forms.
The automatic routing of service requests eliminates manual work assignment, reduces errors and ensures all tickets are answered.
Set time for auto escalation or escalation based on urgency or SLA.
Build a knowledge database based on answered tickets and use templates to answer tickets and common requests.
Invoice the customer for services directly based on the tickets if the request are not covered by the SLA.
Open, prioritize, categorize, tag or assign tickets and have a top level overview of all ticket activity via personalized helpdesk dashboard. Customer information is added to the ticket automatically to save you time, and additionally you can see all information related to the customer in one place. This includes sales orders, invoices, projects, customer tickets history and anything else. All communication with the customer is recorded and saved so you are just a few clicks away of what has been said and done.
Log internal nots, create and save files or attach documents and send emails to the customer. When the ticket is done, an automatic email can be sent to the customer.
Develop your self-service platform by directly linking your FAQ, training videos, and presentations on a ticket. Develop a community around your product with the forum.
VIENNA Advantage Helpdesk and Support module is designed to increase your team’s productivity. Define SLA rules and let the system automatically route service requests to the right people. Automate sending of emails or taking actions at different stages of the ticket resolution.
Bring all your tickets from different channels under one platform, track their progress and help your team coordinate effortlessly.
Keep track of your KPIs and targets with dynamic reports. VIENNA Advantage Helpdesk & Support module is tightly integrated with Business Intelligence platform that not only provides standard reports such as tracking of open and closed tickets, SLA success rate, team / employee performance, but also let’s you create customized repots relevant to your specific business needs.