Case Tracking

Benefits

Customer Support Case Tracking

Offer your customers the freedom to interact with your customer support staff through every channel, phone, web, or email. Track every detail of every interaction, problem, product, status, duration, date/time. Automatically route each case to the appropriate customer support staff based on, service expertise, product, service level agreement, custom fields, assigned rep or any combination.

Multiple Channel Customer Communication
Accelerate Response to Inquires
Optimize Support Resources
Prioritize / Rank Service Requests
Anticipate Customer Needs and Exceed their Expectations

Highlights

Case Tracking

Resolve issues faster and make every customer contact move a step forward. Track and report customer case through phone calls, your web portal, and emails. Each case is automatically assigned to a service representative and recorded in the customer's history.

Automatic Email Templates

Save time and communicate automatically with email templates that provide a customized message to each new service request. Automatically notify support agents of new cases to enable faster responses to resolve cases quicker.

Automatic Case Creation by Email

Direct case creation and notification are generated as your customers submit their problems by email. A case can be automatically created, dispatched and then notify/assign the proper support representative.

Customize Service Request Form

Create unlimited number of custom fields for your customer web portal. Report and track the results as customers submit service requests. Personalize each experience, provide a unique "set of questions" for each customer.

Constant Communication

Customers may update and continue an online dialog with their support agent via email, web portal account or the web forum. Attach emails directly to a case. Update cases by phone and receive automatic email updates.

Escalation Processes

Easily create your own customized case escalation "rules hierarchy". Rules designed by you based on time, case duration, product, service status, and any custom fields.

Support Service Level Agreements

Deliver unique service levels to customers based on any set of custom fields. Service levels are based on product, service level agreements, service agents or case category.

Multiple Level Support

Put the right person on the case. Define multiple hierarchy levels of customer support cases that are automatically routed to pre-defined service representatives to facilitate optimal response.