With bad news coming on top of more bad news, it can be a challenge to keep things running. One of the best investments for small to medium businesses (SMBs) is a customer service and support solution. Setting up this type of system will streamline many of the steps in providing customer service and automate some steps to keep things on track while keeping headcount steady.
For example, PhaseWare Tracker is the main component of the PhaseWare customer service and support solution. With Tracker customer information, incident information, SLA information, as well as a knowledge base and solutions database plus more is right at your fingertips. Event Engine automates many functions that may currently be handled on a piece meal basis with some of the pieces falling through the cracks. Self Service Center offers your customers support 24/7/365. This is where they can find answers to their questions, research problems, hob knob with other customers through forums, subscribe to content, and more.
All of these highly sophisticated solutions are available to smaller businesses at a reasonable cost.
Go to www.phaseware.com right now for information, demonstrations, and news.
Click here to see the Self Service Center in action.
Showing posts with label Tracker. Show all posts
Showing posts with label Tracker. Show all posts
Thursday, October 9, 2008
Tuesday, September 16, 2008
PHASEWARE, INC. RELEASES TRACKER and SELF SERVICE CENTER v. 3.1
McKinney, TX – PhaseWare Tracker and Self Service Center v. 3.1.0.0, the latest upgrade of the most comprehensive Customer Service and Support solution in the industry, is now available.
PhaseWare Tracker and Self Service Center 3.1 offers even more enterprise-level features made affordable for small to medium businesses.
For incident deflection, both the Self Service Center and Automated E-mail response now have the capability to offer suggested solutions related to a customer’s issue. Self Service Center uses the Assisted Knowledge Base Search: for each potential incident entered by a customer, the Self Service Center offers links to possible solutions prior to incident escalation. Successful solutions are tagged and the incident entry is not completed. For each incident submission initiated through e-mail the Event Engine feature automatically responds with potential solutions to the issue. Successful solutions are tagged and the incident is closed. Both features are optional.
Customers stay on top of the latest information of interest using the subscription option for the Self Service Center. Customers are notified via e-mail or RSS feed of new content in any of the Self Service Center applications related to their interests.
Increased operational efficiencies are realized with e-mail and incident journal enhancements, and new customer level file storage. Now e-mail and incident journals are drag and drop enabled for easy file attachment. E-mail recipient selection is quicker than before. Customer level records allow attachment of files and documents such as contracts, service agreements, and other customer specific documentation. These files are optionally available to the customer through the Self Service Center on a per-folder and file basis. Outside contacts can be authorized to attach documents as well.
There are many other productivity enhancements available with this update. To see more visit PhaseWare, Inc..
PhaseWare, Inc. is a North Texas-based customer support software provider offering solutions for a diverse group of clients world-wide. PhaseWare Tracker, Event Engine and Self Service Center solutions provide customer support process automation, tracking, escalation, and resolution of trouble tickets from origin to close, along with a wide variety of self service options.
PhaseWare, Inc. was founded by CEO Randall Nelson and Company President Hoyt Mann.
www.phaseware.com
1-866-616-6629
PhaseWare Tracker and Self Service Center 3.1 offers even more enterprise-level features made affordable for small to medium businesses.
For incident deflection, both the Self Service Center and Automated E-mail response now have the capability to offer suggested solutions related to a customer’s issue. Self Service Center uses the Assisted Knowledge Base Search: for each potential incident entered by a customer, the Self Service Center offers links to possible solutions prior to incident escalation. Successful solutions are tagged and the incident entry is not completed. For each incident submission initiated through e-mail the Event Engine feature automatically responds with potential solutions to the issue. Successful solutions are tagged and the incident is closed. Both features are optional.
Customers stay on top of the latest information of interest using the subscription option for the Self Service Center. Customers are notified via e-mail or RSS feed of new content in any of the Self Service Center applications related to their interests.
Increased operational efficiencies are realized with e-mail and incident journal enhancements, and new customer level file storage. Now e-mail and incident journals are drag and drop enabled for easy file attachment. E-mail recipient selection is quicker than before. Customer level records allow attachment of files and documents such as contracts, service agreements, and other customer specific documentation. These files are optionally available to the customer through the Self Service Center on a per-folder and file basis. Outside contacts can be authorized to attach documents as well.
There are many other productivity enhancements available with this update. To see more visit PhaseWare, Inc..
PhaseWare, Inc. is a North Texas-based customer support software provider offering solutions for a diverse group of clients world-wide. PhaseWare Tracker, Event Engine and Self Service Center solutions provide customer support process automation, tracking, escalation, and resolution of trouble tickets from origin to close, along with a wide variety of self service options.
PhaseWare, Inc. was founded by CEO Randall Nelson and Company President Hoyt Mann.
www.phaseware.com
1-866-616-6629
Wednesday, September 3, 2008
New Release! PhaseWare Tracker/Self Service Center Version 3.1.
PhaseWare, Inc. has released its latest version of Tracker and Self Service Center. Tracker/ Self Service Center Version 3.1 contains several major new features as well as refinements to existing features.
Major New Features include:
Both the forced knowledge base search and the e-mail knowledge base article links can help increase productivity and lower support costs by deflecting calls using automatic knowledge base article selection. When an incident is submitted via the self service center or through e-mail, suggested solutions from the knowledge base are given. If the issue is resolved, the incident is closed. No intervention needed from the service desk agent.
With Self Service Center Subscriptions customers can subscribe to your SSC portal and receive automatic updates about topics of interest to them. RSS feeds are also available when new content matches the subscription.
Some additional features allow agents to add attachments to an e-mail by dragging and dropping files into the e-mail form. Faster recipient selection and recipient clearing is now available. An incident journal enhancement allows a new journal entry to open in a second window so agents can review existing journal articles while creating the new one. Security options have been added for editing certain logs.
These enhancements and many others are now available upon upgrading to Tracker/Self Service Center Version 3.1.
For more information about PhaseWare, Inc. please visit www.phaseware.com.
Major New Features include:
Assisted Knowledge Base Search (optional)
E-Mail Knowledge Base Article Links
Self Service Center Subscriptions
Customer Attachment Storage
E-Mail and Incident Journal Enhancements
Both the forced knowledge base search and the e-mail knowledge base article links can help increase productivity and lower support costs by deflecting calls using automatic knowledge base article selection. When an incident is submitted via the self service center or through e-mail, suggested solutions from the knowledge base are given. If the issue is resolved, the incident is closed. No intervention needed from the service desk agent.
With Self Service Center Subscriptions customers can subscribe to your SSC portal and receive automatic updates about topics of interest to them. RSS feeds are also available when new content matches the subscription.
Some additional features allow agents to add attachments to an e-mail by dragging and dropping files into the e-mail form. Faster recipient selection and recipient clearing is now available. An incident journal enhancement allows a new journal entry to open in a second window so agents can review existing journal articles while creating the new one. Security options have been added for editing certain logs.
These enhancements and many others are now available upon upgrading to Tracker/Self Service Center Version 3.1.
For more information about PhaseWare, Inc. please visit www.phaseware.com.
Wednesday, June 25, 2008
7 Important Features of Online Self Service from PhaseWare
It can seem like adding a feature that puts the onus of work back on your customer is counterintuitive. Kind of like when we all had to start pumping our own gas. But this type of self service means more convenience for your customer and a significant cost savings to you. A deflected call is one call you don't have to spend dollars on. Instead you spend only cents because the customer could look online, at a time of their choosing, and access what they need.
So there really aren't any more than these 2 reasons for having this application. But the application itself can contain some features your web savvy customers will love.
Downloads: When your customer can download the newest software version or the latest user guide or anything else you can offer, this is one less step for you. Even a request for these things by email will use more time that could be put to better use.
Notice Board: Let your customers know any important news right up front when they log in. The notice doesn't even have to visible to everyone. Maybe only one segment of your business needs a particular piece of information.
FAQs: Well, how could we get along without them?
Solutions: Let your customers look for solutions here for their issue before they call and leave a message on your phone at 3 am. If an issue has already been researched and resolved, put it here.
Forums: Your web savvy customers want a community to discuss their business, your products, and other experiences with. It could be that another customer could answer the question just as readily.
Knowledge base: Here is a feature that will give access to all of those above via a natural language search function able to comb through all the solutions, notices, forums, and downloads to answer whatever is on that customer's mind.
Incident Submission: Sometimes it's unavoidable. Something happens that cannot be fixed by self service. This gives your customers a place to submit their problems and track the status and resolution online.
Not all features are needed in all instances, but when you think about how people are using the internet these days, you realize that expectations have been raised regarding access to almost everything. Service has become the only differentiator between you and your competition. Leverage every channel of service you can manage and do it well. You'll keep your customers coming back. And they will bring their friends.
Link to an example of a self service center.
So there really aren't any more than these 2 reasons for having this application. But the application itself can contain some features your web savvy customers will love.
Downloads: When your customer can download the newest software version or the latest user guide or anything else you can offer, this is one less step for you. Even a request for these things by email will use more time that could be put to better use.
Notice Board: Let your customers know any important news right up front when they log in. The notice doesn't even have to visible to everyone. Maybe only one segment of your business needs a particular piece of information.
FAQs: Well, how could we get along without them?
Solutions: Let your customers look for solutions here for their issue before they call and leave a message on your phone at 3 am. If an issue has already been researched and resolved, put it here.
Forums: Your web savvy customers want a community to discuss their business, your products, and other experiences with. It could be that another customer could answer the question just as readily.
Knowledge base: Here is a feature that will give access to all of those above via a natural language search function able to comb through all the solutions, notices, forums, and downloads to answer whatever is on that customer's mind.
Incident Submission: Sometimes it's unavoidable. Something happens that cannot be fixed by self service. This gives your customers a place to submit their problems and track the status and resolution online.
Not all features are needed in all instances, but when you think about how people are using the internet these days, you realize that expectations have been raised regarding access to almost everything. Service has become the only differentiator between you and your competition. Leverage every channel of service you can manage and do it well. You'll keep your customers coming back. And they will bring their friends.
Link to an example of a self service center.
Tuesday, July 31, 2007
PhaseWare - Customer Information is power
PhaseWare Tracker - The power of Customer Information
With PhaseWare Tracker customer information is always available. While you are in an Incident you always have the Customer History, Contact History, Quick Customer Information and Quick Contact Information only a click away. We even have some quick information tabs at the bottom of the screen that you do no even have to click on to get information, all you have to do is hover your cursor over these tabs and information populates the tabs and pops up.
Having a 360 view of the customer that you are working with is critical to providing Excellent Customer Support. With Tracker your support team can have those tools that they need to make the customer feel that the support technician understands them fully.
-Hoyt Mann
Co-Founder PhaseWare, Inc.
www.PhaseWare.com
With PhaseWare Tracker customer information is always available. While you are in an Incident you always have the Customer History, Contact History, Quick Customer Information and Quick Contact Information only a click away. We even have some quick information tabs at the bottom of the screen that you do no even have to click on to get information, all you have to do is hover your cursor over these tabs and information populates the tabs and pops up.
Having a 360 view of the customer that you are working with is critical to providing Excellent Customer Support. With Tracker your support team can have those tools that they need to make the customer feel that the support technician understands them fully.
-Hoyt Mann
Co-Founder PhaseWare, Inc.
www.PhaseWare.com
Monday, July 30, 2007
PhaseWare Tracker Knowledge Base Search
PhaseWare Tracker's Knowledge Base is based on Microsoft's SQL 2005 Full Text Search engine. What this means in non-technical terms is that once you enter knowledge into the database it is easy to search and chances are high that you will find what you are looking for. There is nothing worse that someone spending the time to capture valuable information on a topic and not being able to retrieve the data in a time of need.
Returning the search results in a "Google Like" results list helps find that small piece of information that could be critical in solving a problem. This means that searches made to the PhaseWare's Knowledge Base are not performed on an exact patterned based match. If you search on Printer, the results returned could be phrases that have the words, Print, Printer, or Printed. This helps find more articles that could assist in solving the problem.
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