Customer Service Best Practices-What Features You Should Look for in Customer Service Software

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Customer Service Best Practices-What Features and Functions You Should Look for in Customer Service Software

Customer Service Best Practice: Perform Customer Satisfaction Surveys on a Regular Basis

Create Your Own Customer Satisfaction Surveys or Use a Default

Customer Satisfaction Rating Alerts

Customer Satisfaction Survey Frequency and Survey Exceptions

Personalized Customer Satisfaction Surveys

Choice of Customer Satisfaction Survey Delivery Method

Customer Satisfaction Survey Alerts- "Please call me"

Customer Service Best Practice: Implement a Web-Based Knowledge Base Tool

FAQ and Most Frequently Used

Knowledge Base Accepts Attachments and Screen Shots

Knowledge Base Record Redundancy Avoidance

Knowledge Base Record Spelling and Grammar Checker

Search Knowledge Base from any Screen

Create Knowledge Base Articles from any Screen

Search the Knowledge Base your own way

Knowledge Base Natural Language Search, Boolean or Key Word Search

Tabs for Easy Viewing Knowledge Base Results

Easy Copy of Knowledge Base Content into Customer Service Software System

Emailing a Knowledge Base Record to Customer

Simple Customer Interface to Knowledge Base

Knowledge Base Record Creation Options

Knowledge Base Record History

Customer Service Best Practice: Implement a Web-Based Knowledge Base Tool
with Real-time Reports, Dashboards, Metrics and Business Analytics

Knowledge Base Status Report

Knowledge Base Status Report & Approval Work Flow Process

My Knowledge Base Status Report

Knowledge Base Statistics Report

Knowledge Base Records by Creator

Customer Service Best Practice: Implement Service Request Automation Processes in your
Customer Service Software

Customer Service Software Accepts Attachments and Screen Shots

Customer Service Software Integration with Remote Control Software

Quick Resolutions 16

Automate Email-to-Service request Creation

Automatic Reminder of Standard Operating Procedures and Questions to Ask Customers

Parent/Child Service requests

Multiple Independent Service Desks within Customer Service Software System

Complete Audit Trail of all Service Requests and Knowledge Base Records

Quick Service Requests

Service Request On-Hold Clock

Create Multiple Service requests at Same Time

Customer Service Best Practice: Use the Customer Service Software System to Increase
Communications With Agents and Customers

Marquee Scrolling Emergency Messages

Email Customers

Data Record Lock Notification

Assignee Alert Pop-up

Broadcast Messages

Automated Service request Escalation

Chat

Hot Keys & Keyboard Shortcuts

Customer Service Best Practice: Implement a Customer Self-Help Portal accessible 24 hours/day

Easy Web Self-Service Access

Customer Service Best Practice: Use Real-Time Customer Service Reports, Dashboards, Metrics and Analytics

Predefined & Customizable Customer Service Reports

First Call Resolution Customer Service Report

First Call Trend Customer Service Report

SLA Compliance Customer Service Report

SLA Compliance Trends Customer Service Report

Root Cause Summary Customer Service Report

Customer Satisfaction Survey Customer Service Report

Service Request Category Bar Chart Customer Service Report

Service Request Category Trends Customer Service Report

Open & Closed Service Requests Customer Service Report

Processing Work Load Customer Service Report

Processing Work Load-Off Hours Customer Service Report

Re-Opened Service Requests Customer Service Report

Submit Method Trends Customer Service Report

Service Request Count Customer Service Report

Service Request Frequency Customer Service Report

Closed Service Requests Report Customer Service Report

Closed Quick Service Requests-Major High Volume Incidents

Escalation Statistics Customer Service Report

Escalation Trends Customer Service Report

Current Escalations Customer Service Report

Customer History Customer Service Report

Customer Service Best Practices: Use Real-time Reporting Features that Decrease Time
Required to Prepare Reports

Customized to User

Real-time Reports Automatically Emailed

My Customer Service Reports Section

Report Data Downloads in Excel and PDF Formats

Customer Service Reporting by Regions and Locations

Saved Customer Service Report Settings

Customer Service Dashboard on Management Home Page