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Showing posts with label service desk automation. Show all posts
Showing posts with label service desk automation. Show all posts
Sunday, November 2, 2008
Monday, September 15, 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
5 Ways to Automate Customer Support Processes
"The service desk is the centerpiece of a successful IT Service Management operation."
So states ITIL - the IT Infrastructure Library. One of the marks of success is efficiently resolving problems. But when the number of problems becomes large enough, some processes are missed, leaving some customers thinking that the service desk isn't serving them very well at all. Tickets are not escalated properly. Resolutions are slow in coming. Calls are not closed in a timely manner. Incidents are poorly recorded and tracked.
Many of the processes that bog down when handled manually can be automated so the system takes care of the busy work, leaving agents to handle calls. Here are 5 ways automation can help your IT Management operation, or any other help desk operation, succeed.
1. Automatically escalate tickets to higher support levels along with an automatic notification of a new issue.
2. Automatically create tickets from e-mails rather than manually transferring information from the e-mail system to the incident management system.
3. Automatically update customers about their open issues. Always communicate in a timely manner with the customer, even if the news is not good or is only "still waiting".
4. Automatically receive alerts about increased activity. Promptly discover backed up phone queues, increased activity on the part of one customer, or if an SLA is about to be missed.
5. Automatically receive or send reports via e-mail on a predetermined basis.
Each of these steps is one (or more) fewer tasks for the agents to cope with. This leaves them to do the important work: helping customers.
To learn more about help desk automation, go to www.phaseware.com for information on the PhaseWare Event Engine, which works with Tracker to take customer service to a whole new level.
So states ITIL - the IT Infrastructure Library. One of the marks of success is efficiently resolving problems. But when the number of problems becomes large enough, some processes are missed, leaving some customers thinking that the service desk isn't serving them very well at all. Tickets are not escalated properly. Resolutions are slow in coming. Calls are not closed in a timely manner. Incidents are poorly recorded and tracked.
Many of the processes that bog down when handled manually can be automated so the system takes care of the busy work, leaving agents to handle calls. Here are 5 ways automation can help your IT Management operation, or any other help desk operation, succeed.
1. Automatically escalate tickets to higher support levels along with an automatic notification of a new issue.
2. Automatically create tickets from e-mails rather than manually transferring information from the e-mail system to the incident management system.
3. Automatically update customers about their open issues. Always communicate in a timely manner with the customer, even if the news is not good or is only "still waiting".
4. Automatically receive alerts about increased activity. Promptly discover backed up phone queues, increased activity on the part of one customer, or if an SLA is about to be missed.
5. Automatically receive or send reports via e-mail on a predetermined basis.
Each of these steps is one (or more) fewer tasks for the agents to cope with. This leaves them to do the important work: helping customers.
To learn more about help desk automation, go to www.phaseware.com for information on the PhaseWare Event Engine, which works with Tracker to take customer service to a whole new level.
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