Communicating with your customer is the key to Service Management

One of the main challenges you face in a busy customer service environment is providing the right level of communications with your customers.  Too little and your customer feels isolated, too much and your staff become unproductive. Failure to communicate progress and provide high-quality information relating to an issue to your customers will cause considerable dissatisfaction with the service you provide, even if your are providing an excellent service.

You need to...

Automate e-mail communications so that your staff can provide high-quality and relevant information to customers with little or no extra time or effort. Enhance Staff Productivity by providing tools to make the construction of communications fast and easy. Enable Customers to help themselves by providing Web SelfServce to access a Knowledge Base and to check ticket status and progress information. Integrate your Service Management communications with enterprise systems, hand-held devices, text messaging and other electronic communications medium.

Comprehensive Communications Capability

Supportworks ESP includes an application level mail server that provides comprehensive shared mailbox functionality, full support for file attachments and fully integrates into your preferred corporate mail solution including Microsoft Exchange, Lotus Notes and other Internet compatible systems. Supportworks ESP also includes the ability to define and run personalized bulk electronic mail shots for instant communication with multiple customers. Customer surveys may be created and delivered using email and the web, offering instant reporting on customer satisfaction levels.

Productivity Tools

A whole host of productivity tools and enhanced functionality is provided which has been specifically designed to optimise the time needed to perform many tasks. Multi-clip functionality allows you to maintain a list of pre-defined text parts which can simply be right-click pasted into any part of the application where you can type text. E-mail templates with fully definable auto-field completion, bulk email creation, customer surveys, integration with Microsoft Office enabling automated document construction word mail merges. Other productivity features include correct-as-you-type spell checking, misspelled word highlighting, operator guidance scripting and wizards that simplify many complex tasks.