C2CRM Customer Service

C2CRM Customer Service Helpdesk Software

Acquiring new customers is much more expensive than selling to existing ones. With the C2CRM Customer Service solution, companies have confidence that customer cases will be handled quickly and effectively. C2CRM customer support centralizes customer service requests across channels to allow companies to manage inbound emails, diagnose bugs, share knowledge, and resolve customer issues. In addition, companies can defray customer support costs when they add a Customer Self-Service Portal at a nominal fee.

Customer Service Highlights

  •  Customer Support/Helpdesk Ticketing System
  •  Workflow Integration for Escalation & Tree Branching on Tickets
  •  Work History Notes on Ticket Summarizing All Activity
  •  Knowledge Base Management (Standalone or Integrated with Tickets)
  •  Customer-Self Service Portal link for ticket creation/tracking and knowledge base search
  •  Project Management for Post Sales Process Tracking

Customer Support (Helpdesk) Case Management

With C2CRM, incoming requests and complaints are registered with detailed information including: company and contact information, time entered, problem type & severity, SLA level, amount of time before escalated to a higher support level, escalation hierarchy, and time that incident is closed or resolved. C2CRM Case Management centralizes the service history of each customer, allowing for a detailed view of customer requests and responses. Case management metrics allow managers to monitor how cases are handled and to escalate issues to ensure customer satisfaction.

c2crm-customer-service-dashboard-screen1

Highlights

  • Automatically creates ticket via email or self-service portal customer submittal
  • Integrates with phone systems (CTI) creating fast & efficient customer record “pop up” screens for incoming and outgoing calls
  • Ensure sales and marketing understand the service status of each account to prevent surprises when calling upon the account
  • Route cases and their escalation status to the appropriate representatives to ensure timely resolution via workflow.
  • A Work History section of the Ticket records all work done by organizational users, inputs the time spent and date-stamps them
  • Measure case metrics, including response time and customer satisfaction rates

Benefits

  • Centralized view of customer service ticket history
  • Escalate unresolved issues before they become hot and unmanageable
  • Track the effectiveness of ticket responses

Knowledge Base

Knowledge Base helps customer support and engineering teams to better manage and share structured and unstructured information. The knowledge base allows user to create frequently asked questions (FAQs), manage files, and search and rate content – all in an easy-to-use interface. It can be fully integrated with the ticketing system where CSRs can access resolutions from past cases with a similar problem type. KB articles can be created, managed/filtered and linked to a ticket problem type. The knowledge base system can be used in a standalone manner when linked to a self-service portal.

Highlights

  • Includes management of frequently asked questions (FAQs) and users’ ratings to prioritize the most useful information
  • Allows users to create, store and tag articles for sharing and retrieval. Users can query articles and perform full text searches to find the information they need quickly

Benefits

  • System security allows partial or entire knowledge base to be private (internal) or public (external) for use with a customer self-service portal
  • Article creation process includes review by management who approves and posts the content
C2CRM-customer-service-project-management-screen

Project Management

Project Management includes associated opportunities, emails, tasks, team members, time spent, percent completion, and other details that present a total picture of the activity associated with a project. Workflow automatically issues tasks & emails to team members either in parallel or sequentially in relation to the next milestone (step).

Highlights

  • Can create multiple project templates each with their own team members and milestone drop-down lists
  • Able to include outside companies as members of the project team and assign email tasks
  • Custom dashboard with Gantt Chart is available for management to track the progress of single & multiple projects

Benefits

  • Can create multiple project templates each with their own team members and milestone drop-down lists
  • Able to include outside companies as members of the project team and assign email tasks
  • Custom dashboard with Gantt Chart is available for management to track the progress of single & multiple projects