Would Customer Service / Tech Support Trouble ticketing solution with strong email integration be a part of the solution? It has several strengths...
- Routing
- Email Integration / Workflow
- Follow Ups
- Queing
- Reporting and Key Metrics
- Automatic processing, reassignment
- Escalation
- Trouble tickets
- FAQ systems
- Customer Record, User Records and Individual Contact Item records
Depending on the CRM or ChMS solution -- this a separate internet/email savvy trouble ticking solution with automation, logic, queing and reporting might be interesting "plug-in" to fill gaps.
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