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Increasingly companies are looking at their customer support organization as a source of competitive advantage. Providing consistent world-class service is a challenge. With the advent of the Internet, customers expect such service 24 hours a day, 7 days a week. Soffront Customer Support solution provides the solution to step up to the expectations and address customer support challenges.
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Soffront Customer Helpdesk helps manage customer support tickets from submission to resolution. Create tickets and assign them to support reps automatically.
Define the support process you follow. Dynamically generate action buttons that guide customer support reps through the defined process. Know where every ticket stands in the resolution process and ensure no ticket slips through the cracks.
Access account and contact information related to the ticket. Send an electronic survey to measure customer satisfaction, when a ticket is closed. Generate reports to measure CSR productivity and customer satisfaction.
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Soffront Knowledge Management for Customer Self Service provides a natural language self-service interface to customers and partners.
Work collaboratively across multiple locations. Create solution articles, with pictures and attachments, using a WYSIWIG editor. Configure the knowledge creation process to match what you follow.
Query the knowledgebase and add to it, while resolving a ticket using Soffront Customer Helpdesk.
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Soffront Customer Portal provides a web-based interface to submit tickets and check the status of pending tickets.
Configure the validation rules and the interface to match your needs. Create and assign the ticket automatically. Integrate the application in Soffront CRM Portal or your existing web site.
The customer portal features a collection of gadgets for your customers. Such gadgets include Customer Profile, Product Literature, Alerts, Purchased Products List, Product registration, Surveys, Web based ticket submission, Self-service and Integration with e-commerce applications.
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Soffront Email Response helps you address the ever-increasing volume of email inquiries.
Respond faster to email inquiries by analyzing the incoming email and automatically routing it to the right agents.
Send an intelligent auto response, with the results from the knowledgebase query.
Follow up with an electronic survey and close the ticket if the respondent is satisfied with the knowledgebase results.
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Get timely, fact-based insight into the entire support process.
Soffront dashboards offer instant snapshots of support key performance indicators (KPIs) including Agent Productivity, Support Response Time, Customer Survey Results, etc.
Create reports easily without any technical know-how. With Soffront, business users can create custom tabular, detailed, trend, distribution or matrix reports.
You can create reports instantly using report designers that walk you through the required steps.
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Soffront Mobile Support provides mobile access to real-time information to your field support team.
Powered by the Soffront Mobile family of products, it includes Soffront BlackBerry, Soffront PDA, Soffront Laptop and Soffront WAP (for WAP enabled cell phones).
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