January 8th, 2013 | | Comments Off on Choosing the Right Solution: Knowledge Management for Customer Service and Support
In the customer service environment, an effective knowledge management solution combines troubleshooting and resolution documentation, case histories, and customer information into a single, searchable repository with tools for workflow management, content collaboration, and reporting.
January 8th, 2013 | | Comments Off on Choosing the Right Solution: External Help Desk Management Software
In general, help desk software is discussed in terms of the enterprise solutions designed for large companies. What about smaller companies simply looking for a more efficient way to support their employees and measure productivity?
January 8th, 2013 | | Comments Off on Choosing the Right Solution: Customer Complaint Management Software
For even the best customer service companies—those with droves of highly satisfied customers—customer complaints are just a reality of doing business. In fact, these companies often owe part of their high satisfaction ratings to the strength of their complaint management systems and processes.
January 8th, 2013 | | Comments Off on PhaseWare eBook: First-Call Resolution
The definition of FCR is quite easy: A customer calls with an issue and an agent helps fix the issue on the first call. Even if the call is transferred or escalated, it’s considered FCR is customer places only one call to get the problem solved.
January 8th, 2013 | | Comments Off on It’s a Mad, Mad, Mad Multichannel World!
Why does multichannel matter? By integrating voice, e-mail, web, and chat support into a single customer service strategy, companies are putting choice back in the customer’s hands.
January 8th, 2013 | | Comments Off on Automation, Not Mechanization
How many steps do you perform from incident submission to incident resolution? How many screens are toggled through just to record the initial submission? How many communications are performed throughout the resolution life-cycle?
Overview of the Incident Manager functionality within the PhaseWare Tracker application.
An overview of PhaseWare’s Customer Support Software Applications.
UpToMarket is your online software solution to manage your partners, dealers, stores, and franchisees.
With over 20 Business, Productivity & Collaboration applications, Zoho offers significant advantages to run your business online. This video provides a very high level view on where Zoho fits in.