The customer support via cases facilitates the relations with your clients.
When a client needs support, they will normally open a case from their own control panel where they will write a message to be archived for your company’s technicians to follow up on. Some of the functions of the support system via cases are the following:
- See cases
- Work on cases
- Close cases
- Archive cases
- Search for cases according to Type, Responses, Questions, Client ID, Closed, Not Closes, Comments, etc…
- Possibility of solving your resellers’ clients’ cases
You will be able to decide how long before an inactive case is closed automatically.
When the case updates are sent to your clients, you will be able to personalize a message to the client.
- You will be able to generate a series of control reports
- Support Report
- Support use
- Number of cases per client according to date
- Case Statistics
- Time of response per case by employee (times)
- Statistics of times for responses per employee