SERVICES

Web Based CRM

XceedHelp - Our web based CRM solution for customer technical support is the simplest yet robust solution for integrating telephone and Internet technologies for managing the customer support function. Some of the key features of our CRM are:

Advantages

• Completely web based
• Multilingual support
• No special software required at customer end
• Simple solution
• ASP based solution available

Features

• Customer can submit, view and escalate trouble tickets using E-mail, Live Help or Toll Free number
• Trouble Ticket Generation & Monitoring with customer interface
• Easy to use call logging interface for agents
• Escalation process
• Ability to view log of all previous communications held with the customer
• Detailed data about each call is saved to an easy-to-use call log database
• Ability to assign/re-assign trouble tickets to available support executives
• Canned Responses and Commands facility
• Built-in reporting to keep track of support reps; list of pending, in-progress & closed requests, and what types of problems being reported
• Fully searchable Knowledge Base
• Automatic request handling: Live Help system automatically balances the customer calls to evenly distribute them among on-line representatives
• Rating system: Customers can rate the support session at any time during the chat, plus the support representative gets immediate feedback on how he/she is doing
• Ability to convert call solutions to Knowledge Base articles for future references
• Support for integration with your application
• Custom branding