Vembu CRM can be divided into 3 major divisions and HelpDesk is one among them. The primary function of a HelpDesk is to communicate with customers to assist them in resolving issues and answering queries. Tracking the status of customer issues helps in providing better and quicker responses which helps increase customer satisfaction.

Important aspects of Vembu CRM HelpDesk:

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Dashboard:

The simplest way to get the monthly/weekly/daily statistics on customer satisfaction, issues resolved and tickets handled in a company. Generating graphs and pie charts based on your convenience which helps in analysing the standards of issues resolved and fixed on a product/service.

Tickets:

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Responding to customer queries and tracking old customer conversations with appropriate mail ids and ticket numbers can be carried out easily.

  • Based on status of a customer issue, mails can be listed as new/open/pending/resolved/closed.
  • Also an agent can list the tickets under his ownership with My Tickets option while the entire ticket queue can be viewed under All Tickets option.
  • The issues can be classified based on its severity with priority settings set as-High/Medium/Low.
  • The tickets will be classified primarily based on agent group involved in handling the tickets as L1/L2/L3/L4.

Each conversation should be carried out in a customer friendly manner which can be measured with CSAT(Customer Satisfaction) mails sent to a customer once a case is resolved/closed.

Reports:

You can generate reports under two major classifications:

  • Ticket reports- Can be generated on per agent/product basis, to analyse the backlogs and number of tickets handled and resolved correctly. Also it is helpful to analyse support standards for an agent as well as for a product.
  • CSAT reports- used to generate customer satisfaction reports based on customer response for a ticket resolved/closed. This is helpful in improving support standards of response based on customer satisfaction level.

Other Features:

We have the settings tab, where personal details of a user can be saved. Based on the level of agents, privileges will be assigned ranging from manager level access to support associate.

To learn more about Vembu HelpDesk, visit: Here https://www.bdrsuite.com/products/vembu-helpdesk/

More features on Vembu HelpDesk are soon to be added. Go questions? Email vembu-support@vembu.com for answers.

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