Customer Relationship Management is commonly known as CRM. CRM helps us to maintain the complete information about the customer (Existing/Present/New) details to interact with the customers. Normally, most of the companies use online CRM to share their customer’s updated information within that company. Whenever the customer is contacting company, they will help customer in a best way to provide valuable support.
Vembu Helpdesk is to bridge with the customers and help them to resolve their issues and queries. We can track the customer issue status and provide them a better service. Also Customer can rate support agent based on their experience with support. By resolving the maximum number of cases you can earn more reputation for your company.
Dashboard: It is one of the easiest way to find out where your support team is standing in terms of resolution. From dashboard you can pull up the line/bar (graph) reports easily. You can view ticket statistics,time metrics, ticket inflow, ticket by status and priority, Average of PEER SAT and CSAT.
Tickets: Here you can respond to your customer’s mail and track their support tickets.
Vembu HelpDesk has categorised ticket based on their status.
New ticket ⇒ fresh/new ticket which is created by customer.
Open ticket ⇒ support agent needs to give an update to the customer.
Pending ⇒ customer needs to update required information to support agents to further proceed on issue/query.
Resolved ticket ⇒ customer issue/query has been resolved successfully and in order to know the customer satisfaction the survey mail will be sent to customer and customer will rate their support experience.
Closed ticket ⇒ You can non-support ticket which was received to your support Email ID. Else you can mark that ticket as spam.
Knowledge Base: In KB article, agents can write articles about the product and be able to share with the customers. To publish the articles with customers, managers has to approve the KB articles.
Reports: Here you can pull up the reports based on the agents and product wise. Also you can find the performance of an every agent with CSAT reports. And we can calculate for which product is customer raising maximum number of tickets.
Settings: Here you can update your personal information, invite users, change the privilege from agent to manager or manager to agent. You can set permission level to restrict assigning access and changing the groups for your agents. You can set SLA (Service Level Agreement) it which help us to provide perfect support to the customers in right time. In case of SLA violation it will send notification mail to support managers. You can automate tickets to assign owner,priority,status to manage your support tickets.
Performance: In terms of performance it is exceptional, since the data are maintained in the cloud it is so fast while searching the tickets it gives appropriate result. It is very user friendly, where everyone can easily understand and can use it.
Got questions? Email us at: vembu-support@vembu.com for answers.
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