CustomerSupportSuite|4.0 was built by Support Professionals and helps businesses of any size and industry to easily coordinate, track, and report their support requests and activities. Online and in realtime. We have a proven record of increasing support productivity, reducing costs and improving customer satisfaction in companies and organizations around the world and helps you to discover the new power of E-Support.
WHAT IS THe Customer Support Suite 4.0
......
Customer Support Site 4.0 stands for a rock solid ASP Portal Interface which aggregates four modules to handle customer relationship managment activities.
Help- And Support Desk
This module allows you to handle all online support and requests. Tickets can be created online or by email.Unlimited Ticket priorities as well as the incorporation of service plans assure the highest scalability of all support activities.
This module allows you to turn tickets into projects. A project manager can create and assign tasks together with budgeted costs and labour.Cost Sheets can be turned into invoices and billed online.
This module allows you to add support articles, links, forms or other documents. Support forums offer an other way to exchange information with clients.Gathered Knowledge can be literally accessed from everywhere.
Everything that is client related (tickets, projects, bills ..) can be accessed from the Lead Management Module. Leads and lead activities can be created and assigned, including all related documents, meetings or emails.
The real power of the Customer Support Suite is its high scalability that combines unique features and implementation options which can not be found in any other similar applications on the market. Its innovative communication features help to replace traditional support phone calls and emails by a well-documented and client-history based helpdesk system which can be accessed online from anywhere.
It was built by Support Professionals in close cooperation with clients of allsizes and industries incorporating their unique requirements, ideas and needs. The result is a web based interface which delivers innovative and powerful functions and excels in an intuitive handling with less navigation and virtually zero training time.
Written in ASP and powered by a Microsoft SQL Server Database the Customer Support Suite has proven to be a rock solidapplication which can literally be accessed through any webbrowser.
NEW:Let your clients create tickets by email. All you need is a dedicated email address. If you want to try it please send an email to support@customersupport suite.com and login to the tech area through our demo page to see your created ticket.
.
NEW:Incorporated Remote Desktop Function (RDP) to access any computer remotely. This allows you to do support work directly on your client's computer. Our RDP is secure at 128-bit encrypted.
. .
NEW in Customer Support Suite 4.0
FOUR INDEPENDENT ENTRY LEVELS
Our application provides four independent entry levels. Administrators, Supervisors, Technicans and Contractors and Clients access the helpdesk through their own portal.
SUPPORT FORUMS
Administrators and Supervisors are able to create an unlimited number of support forums. All users are able to create topics and threads online. All Support Forums are searchable.
PROJECT MANAGEMENT
The new Project Management Tools allows tickets to be converted into projects handled by the Project management module. Tasks can be created and assigned and monitored.
CRM CUSTOMER RELATION MANAGEMENT
Our first release of our brandnew CRM Module allows you to manage extended user information, create sales leads and opportunities for cliens and users and assign task with budgeted hours and charges to inhouse and outside agents. Activities like phone calls, appointments, documents or sending emails can be added and/or planned. Daily overview is displayed either as grid or calendar.
TICKET COMMUNICATION IN HTML
The entire ticket communication with the client is done in HTML. Each ticket, ticket reply, no matter if created online or by email, is sent out in an HTML format. No server-side mail application needs to be installed ! Our newly designed mailparser allows you to create rules to better identify email requests. In addition to that you are now able to setup AntiSpam rules to avoid unwanted tickets to be stored in the database.
LIVE SUPPORT CHAT
Allows your customers and technicians to communicate in real time through the web browser. Both parties can easily send each other files, web address links and e-mail addresses. Live support chat will DRAMATICALLY reduce issue resolution times and boost your customers' satisfaction with your support processes.
REMOTE DESKTOP ACCESS
The remote desktop access allows supervisors and technicians to access any other (client) computer through a 128bit encrypted line.
IMPROVED KNOWLEDGE MANAGEMENT
Supervisor and technicians are able to search all knowledge tables and retrieve the results from tickets, articles, links and forums on one page.
. .
WHO IS USING Customer Support Suite 4.0
Our application was developed as an industry independant solution and can be virutally used for any type of business or company size. We are proud to offer custom-made changes at affordable rates to meet industry-specific needs and requirements. It is available as part of the iSuite21 and/or standalone in two editions.
. .
Customer Support Suite Customization
We know that each client has own requirements due to their individual business processes. That is why we offer custom-made changes at very affordable rates.
