 |
Multiple
Channel Management: Manage
all incoming customer service requests
from email, support site, web forms,
phone, fax and postal mail. |
| |
Customer Ticket Tracking and
Thread Management: Create a
new case record for each customer support
request. Each new request creates a
unique ticket number and all the new
requests containing ticket number are
linked with the original request. |
| |
Ticket Routing and Assignment:
Automatically route tickets based upon
various parameters like customer, priority,
category, round robin etc. Support both
Push and Pull Mechanism. |
| |
Ticket Escalations:
Define escalation policies. Ticket will
be automatically escalated depending
upon various parameters you will set. |
| |
Enterprise
Email Management: State
of the art Email
Management Software inbuilt in e11
help desk software. Wide range of functions
including spam control, auto ticket
generation, rule engine etc. |
| |
Service Level Agreement (SLA)
Management: Define SLAs for
customer groups with features like auto
notifications, escalation, routing. |
| |
Knowledge
Management: Comprehensive
Knowledge
Management lets you solve customer
queries in matter of minutes. Through
e11
KM you will be able to store standard
answer, track customer history, quickly
resolve complex customer queries. |
| |
Attachments: Customers
can attach files while creating tickets. |
| |
Customizable Inbox:
Your representatives can customize inbox
and define various views. They can also
define how many tickets they want to
see in one interface. |
| |
Automatic Email Notification:
Receive email confirmations when tasks
are created assigned or completed. |
| |
Online Contact Repository:
Capture, view, and edit all customer
interactions, including email, tickets,
chats, and service calls into a customer
management system. |
| |
Unlimited Customer Notes:
Includes unlimited date- and time-stamped
notes for each contact to keep track
of important conversations. |
| |
Reports:
Choose from wide range of reports. You
can generate a unique report via Reporting
Engine. |
| |
History of Activities:
Tracks history of activities for each
customer including a full record of
sent and received service requests,
customer notes, call logs, last visit
to support portal and more. |
| |
Single Integrated View:
Deliver a single integrated view of
every interaction with customers, vendors,
and even partners. |
| |
Define Customer Permissions:
Verify the identity of customers and grant
the appropriate privileges to entitled
users. |
| |
News: Share news and
known issues with your representatives,
customers. |
