Online Helpdesk Interface
A dynamic, user-friendly and secure service call management system that helps provide customer support and service in the fastest and most efficient way possible.
Service Call Management System
The eService interface helps organizations significantly improve customer service, save time required to resolve issues, improve customer experience, prevent customer frustration and churn to competitors, and reduce service costs.
Comprehensive management of the service contract with customers
The eService system makes it possible to define clear SLA rules for each fault and provides a real-time notification mechanism in case of deviation from the service agreements. The system includes a detailed breakdown of all sales and service interactions with customers and enables efficient handling and follow-up of inquiries and faults handled by the organization. In addition, it is possible to define automatic referrals of faults to specific support personnel or technicians according to the characteristics of the fault and the customer.
Dashboard
includes key indications of the customer service processes: status cuts, deferred problems that exceed SLA, load at the service centers and more.
Management of technicians
Many organizations divide customer care into teams according to geographic association, professional skill and product specialization or according to the type of service required. Our system can help direct the inquiries received to the agent or the relevant department in order to speed up the processing of the request.
If a technician is sick or absent, the system can generate a log of the transfer of care to another technician and assign him the care of the absent technician's open calls.