Help Desk System
Help-desk system must be not only effective, but also fun to work with for your employees and easy to use for your customers. Only then you will be able to use the increasing advantages of the help-desk system and even to boost the profitability, as some of our customers have. How? Thus, for instance, by issuing invoices for the whole work completed through exchanging data with the accounting system. Contact us and we will tell you more about this!
When installing the help-desk system, you must know how easily and efficiently to monitor and solve the most recurrent problems; how to create a database of personal answers to common problems; what to answer to possible complaints and how to monitor the performance efficiency of your colleagues working with the help-desk system.
The aim of aCoobe customer service system is to have an easy and convenient on-line registration of customers’ messages, complaints, faults, offers, tasks and any other information in real time, analyse their execution and provide a report for further analysis.
Functions of aCoobe Help-desk:
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Convenient registration of problems
Your customers will be able to register all tasks and problems in an easy and convenient way, and you will be able to respond to them efficiently. A problem or a task may be registered in the system by your responsible employee; customers may also inform you about problems by e-mail (e.g. helpdesk@company.com); we can create a registration form on your company’s website, the address of which you can indicate to all your customers and service divisions; if you have your own developer, you can do it yourself.
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Quick notification of customers of the solution progress
When customers register a problem or a task, a notification of the solution is automatically sent to the e-mail indicated. Customers receive automatic notifications as soon as the information is updated in the system. In this way your customers can see that their problems are being solved, thereby increasing their satisfaction with the services provided.
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Standard reply templates
You can create standard templates for solution of certain problems or reply to common questions, with the help of which you will be able quickly to respond to your customers’ queries.
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Personal settings
Every company can create in the system the unlimited number of categories and types for problems to register. It is extremely useful when analysing the most concurrent questions or problems, solution methods and duration thereof. If necessary, our specialists will help you with the creation process.
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Expanded reports
You can receive graphical reports in different sections, analyse the efficiency of your customer service processes by query type and category, examine the performance and load of operators, compare query trends by the period selected, etc. All reports may be reviewed in the system graphically or by exporting and saving them in the Microsoft Excel programme.
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On-line system
The web-based system may be accessed from any computer and any location with the Internet connection. Thus to service your customers you are not attached to your work place or one computer.
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Compatibility
The system runs on Windows, Linux, Mac and other operating systems, it is compatible with Internet Explorer, Mozilla, Firefox, Google Chrome, Opera and Safari browsers.
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News bank
The system analyses the most concurrent queries by your customers, which may be subject to the most frequent replies. Optimise the customer service process, and your employees will service customers faster and be able to service more customers within the same time or pay more attention to other important tasks.
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Smartphone application
Receive customers’ complaints and problems straight to your iPhone or Android device. With this system you will be able to service your customers 24/7!