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.
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?
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.
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.
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.
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?
Pipeline is a transportation and logistics software for companies that need to send out many packages. The platform allows users to enter in basic shipping data for an outgoing parcel and view which carrier is most cost-effective and turns the inputted information into a bill of lading.
Sescoi WorkPLAN Enterprise is an ERP system for manufacturing companies that make molds, dies, tools, prototypes, special machines, and patterns.
Overview of the Incident Manager functionality within the PhaseWare Tracker application.
An overview of PhaseWare’s Customer Support Software Applications.