SupportDesk Solution

Description

  • Our Support Desk Software support software solution gives you the ability to communicate with anyone coming to your web site in real time. It includes a built in Support Desk software component which gives you the ability to log every issue that comes into your organization and assign it to a support representative or department along with status and severity of issue.
  • Users can fill out a web based ticket and the information will be stored in the administrative area and staff will get notified.
  • Users will be able to send you an email with their questions and automatically pull in the email and create a support ticket and notify staff.
  • Visitor/Client/Member will be able to request a live chat from web site. Even agent can also initiate a chat with web site users.
  • Agent can easily upload documents for users. You are able to restrict who has access to the documents.
  • Agent can easily add press releases for customers and update them through secure back-end area.
  • With little technical knowledge, user can add customized fields and collect additional information from your users. In case if user doesn't have technical knowledge at all, we can do it within a minute.
  • you can import and export using CSV. Also there is an option to select your desired delimiter.
  • You can have unlimited agent and unlimited department.
  • Based on the questions asked by visitor you can build your knowledgebase. So new visitor can directly read FAQ and get their solution.
  • Idea Central (its like feedback form)
  • Auto Databackup
General Features
Instant Customer Feedback

–Get instant customer feedback with staff ratings, user surveys and knowledge base ratings..

Intuitive Troubleshooter

–Allow your users to follow a series of questions to find answers to common problems.

Built-In Document Manager

–Easily upload documents and make available to your customers and staff using the built-in document manager.

Staff Calendar

–Keep your staff organized with a group company calendar where they can post tasks and store contacts

Announcements

–Stay in touch with employees and customers by posting upcoming events, deadlines, product releases and more on your Support desk support pages.

Live Chat Request

–`Enable your staff members to request chat conversations with your web site visitors.

Power Features
Provide Real-Time Live Chat

–Engage in real-time chat with website visitors. Visitors will be shown an icon and know if there are available staff and easily request support.

Support Your Users via Web Ticket

–Users can fill out a web based ticket and the information will be stored in the administrative area and your staff will get notified.

Create Tickets From Emails

–Set up a designated support email, which automatically pulls in the sender’s email address and creates a support ticket.

Create Knowledge Base For Users and Staff

–Easily create a knowledge base for your customers and staff, which can be customized with internal-only as well as password-protected articles.

Statistics & Reporting
Web Site Traffic

–Track which search engine or web sites your site visitors are coming from and the key words used to reach your site in real time in the chat monitor window.

shadow

Support Desk Summary Reports

–View a summary of all actions completed by your Support desk, including a performance report based on ticket turnaround time.

shadow

Staff Reports

–View reports for each individual staff member, detailing tickets worked on and actions completed.

shadow

Advanced Reporting

–Access to detail reports that include: web site traffic, referrers, user details, staff reports, visitor transoftwares, user chat reports, staff events, knowledge base reports, survey reports and more.

shadow

Knowledge base Management
Manage Categories

–From this section you can manage categories and sub-categories.

shadow

Manage Articles/Topics

–From this section you can manage the knowledgebase articles in your support system. You may also upload and download articles by going to the upload / download manager. (categories like Videos, Events, Photos, Speeches, etc.)

shadow

Manage Comments

–From this section you can manage comments submitted by your website users.

shadow

Manage Article Attachments

–From this section you can add attachments to articles.

shadow

Glossary

–Small box will be appear with explanation when user will keep mouse cursor on given word.

shadow

Managing Surveys

  • From this area you can create survey forms. These forms can be launched when you are chatting with your users.
  • Add Survey
  • Survey Summary Report
  • Survey Detail Report

shadow

Set-up Email Campaigns

From this page you can send an email to all your advertisers. When you add advertisers you are able to check an option to allow the advertisers to receive emails.

shadow

Sales/Event Campaigns

From this section you can create tracking URLs for your online advertising campaigns. You can then provide the companies you advertise with these tracking URLs and have their links point to them. Once you do this, the support system will monitor the clicks from these campaigns and you will also be able to see the campaigns from the monitor window so you will know where your site visitors originated.

shadow

Staff Reports

  • –Staff Live Chat Report
  • –Staff Support Desk Report
  • –Staff Support Desk Performance
  • –Saved Transoftwares
  • –Search Staff Calendar (From this section you can add personal and company to-do task and reminders. )

shadow

Traffic Reports

  • –Referrer Report->From this section you can see how others are referred to your Support desk.
  • –Traffic Detail Report for given time period.

shadow

Knowledgebase Statistics

Number of categories and number of articles will be generated in this report

shadow

Live Chat Category Report

Number of analytic like Competitor, Customer, Prospect, Visitor, etc.)

shadow