Help Desk - customer support management

With Cyscom Help Desk, you benefit from an innovative solution that focuses on improving online customer support and service, attracting new customers and keeping existing ones, and lowering your customer care costs—all of which result in better top and bottom lines. Best of all, Help Desk manages customer support data in one, powerful, fully integrated and extensible system that is easily customizable to a business user’s requirements.

Key customer support and service features

Case Assignment, Management & Escalation

Assign, manage, route and resolve customer support cases across your diverse communication channels, including phone, fax and Web. Automated case management and e-mail notification also ensure that everyone stays in the loop, and consequently, that the customer receives world class service and support.

• Respond to customer cases across a variety of channels, including e-mail, phone, fax, or other channels.

• Log and analyze e-mail communications in order to better serve the individual customer—and future customers.

• Send an automatic reply to customers confirming the receipt of the e-mail, along with a case number.

• Route and track support cases according to product, issue, case type, partner or customer, assigning customers an expert in each area to resolve their problem

• Notify customer service reps when a customer support case has been assigned to them, and enable them to view the complete customer record.

• Escalate more complex cases to managers or technical experts for quicker resolution.

• View escalated support cases as part of reports and statistics, giving customer support representatives the ability to analyze this data with a simple click

• Keep service representatives up to date by notifying them whenever changes are made to their cases by notifying them when someone changes the priority or status on a case

Online Customer Center (Self-Service)

Provide your customers with highly personalized, interactive service via the Web. Your customers will be able to receive answers to their questions, submit support issues, or query your knowledge base

• Customers can enter tickets directly by logging onto your site, rather than calling or e-mailing you.

• Password-protected access to key customer support tools

• Knowledge Base articles give customers the information they need, when they need it.

• By accessing content that's been customized just for them, customers can be ensured of getting the most relevant support documentation.

• After a service request has been made, the system automatically sends customers a confirmation of receipt and a case number.

Knowledge Base Support

Solidify relationships with customers by providing research on products or services 24/7 from anywhere. With customer self-service you can achieve greater efficiency, higher customer satisfaction, and lower customer service costs by reducing call center activity that requires manual handling and routing.

• Organize information into different types and levels of topics and solutions.

• Auto-classify information and content originating from emails, documents and files according to topics and solutions

• Give service reps access to a complete knowledge base, enabling them to respond faster to customer issues and reducing the learning curve when bringing on new reps.

• Enable service reps to ramp up more quickly on new issues.

• Publish specific portions of the knowledge base for different customers and partners

Service and Time Tracking

Streamlined time tracking results in improved client management and record keeping. For example, if you need to charge for technical support on a per-minute/hour or day basis, or track the time your service professionals spend with a given client, Cyscom Help Desks provides a new level of efficiency and accuracy. You'll never again have to manage time off-line, because Cyscom ties time tracking directly to the customer record.

• Record the time spent on cases, tasks, and events.

• Approve time your team spent per case.

• Record approved time to pass to accounting for billing.