MyCADservices Overview
A dedicate technical support
Transform every single technical interaction in a unique experience; define quality as a standard behavior
- How to centralized customer problems?
- How to tune and optimize support?
- How to manage and share structured and unstructured information?
- How to determine problems frequency?
- How to resolve customer problems quickly and recycle feedback from customers?
- How to measure support efficiency?
- How to provide self-service capabilities?
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Quickly tune and optimize support Centralizes the service history of each customer Allows a detailed view of customer requests and responses. Allow managers to monitor how cases are handled and to escalate issues to ensure customer satisfaction.
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Quickly tune and optimize support workflow processes Gain a complete view of customer service request history Escalate unresolved issues before they become large problems Monitor the effectiveness of case responses |
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Manage customer support requests through information sharing and routing Automatically assign cases to the right customer support representative. Keep all involved parties notified at all times Reply to and resolve a Help Desk ticket in one click Manage your tickets and notify the appropriate personnel at every ticket stage
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Manage customer support requests through information sharing and routing Shared group inbox manages and assigns cases based on workflow rules Automatically attaches to customer account record for better understanding of customer issues Prioritized and assigned Issues |
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Manage and share structured and unstructured information. Access frequently asked questions (FAQs) Manage files Search and rate content Track cases to resolution without ever having to pick up a phone. |
Manage and share structured and unstructured information. Allows users to create searchable content through full-text search, tagging, categorization and approvals. Manages the content staging process Includes authoring, posting, and rating of FAQs for internal and external viewing
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Resolve customer problems quickly and recycle feedback from customers Gain a complete view of product problems Manage frequency and the effort needed to resolve the problem. Be sure that not only customer problems are solved, but that product are improved. |
Resolve customer problems quickly and recycle feedback from customers Ensure all customer cases are managed based on priority, status and category Identify and prioritize customer problems Assign incidents to employees based on availability, expertise or account relationship
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Provide self-service capabilities to customers and prospects for key marketing, sales and support activities. Customers can create cases, Upload relevant information, search the knowledgebase |
Provide self-service capabilities to customers and prospects for key marketing, sales and support activities. Reduce the number of inbound support calls by offering a self-service environment. Expose support knowledge to customers through FAQs and Knowledgebase. Allow customers to update account information and manage newsletter subscriptions. |