Things go wrong. That's inevitable. The way you manage these incidents, however, can make or break your relationship with your customers. The Customer Service features in OpenCRM can help you perform consistently and with focus. Give your HelpDesk technicians a tool that supports them and they will, in turn, support your customers.
Create a ticket
HelpDesk tickets can easily be created by your own Support Technicians while on the phone with your customers or even by your customers themselves, using the customer service portal or simply when they email a designated support address.
Enforce the selection of Contracts as part of the technicians ticket procedure helping you to track tickets against customer support entitlement.
Communicate with your customers
Automate further communication with your customers by sending them a confirmation when a Ticket is opened for or by them. This email can include as much information as you chose, including their own reference details and comments.
When a Ticket has been resolved, easily send an email that includes the solution, as written by your technicians, for your customers' records and reference. Any response will automatically link to that same Ticket.
Filter by priority
Filter and escalate Tickets based on their Priority, Status, Severity, or a Custom Field based on your organisation's needs. Use these statuses to track the progress of a Ticket. You can even have the status change automatically, for example:
- When a Ticket is approaching your organisation's set SLA period
- Have the status change to 'Needs Action' when there has been an email reply
- Change the priority or status when there has been a period of inactivity
Use pre-defined escalation rules to make sure that no incident slips through the cracks.
View Tickets using custom data views so technicians can easily work with the information that is most important to them. As a manager, overview the HelpDesk to see where customer service is stalling, so that you can maintain the highest levels of service.
Do you have (or need) a library of "How To's" to share with your customers? Use the FAQ module to write, publish, and manage your KnowledgeBase articles so they're all in one central location.Link to FAQ's within your Tickets to track common recurring problems and make these FAQ's available to your customers online through your customer portal. Include links to these FAQ's within emails when communicating with your customers about their Tickets.
Display Tickets online using your customer service portal. You decide which Tickets and Comments you would like to make visible.
Allow customers to add comments to Tickets online and upload attachments, ensuring your technicians have the necessary detail related to the Ticket. Have OpenCRM notify technicians automatically when comments are made on-line or when a reply to an email is received.
Different contracts, Different Levels
OpenCRM supports different contract types. These include:
- Contracted Period for Monthly, Quarterly or Annually set contacts
- Ad-Hoc for those customers that are charged for the support time that they need
- Pre Pay for those customers who want to charge their account in advance for a set number of hours support
Watch the dates
Track Contract dates and type, as well as being able to filter Contracts by these values to better manage due periods. You can also track key dates and tasks that relate to a specific Contract and be reminded when something needs your attention.
Track it all
Track time against a Contract so that you can accurately provide a Report showing the time spent or when the pre-purchased time has been used.
Email the report to your customer with a single click. Or schedule a report to be sent showing how much time they've used in a given period of time.