Happier Internal & External Customers
A Help Desk is a facility intended to provide the client or internal user with information and support related to a company's processes, products and services.
It is a centralized resource to answer questions, troubleshoot problems and facilitate solutions to known problems.
Advantages of Team Traq’s Customer Help Desk
Drives staff accountability and training
It provides managers with a closer view of employee performance
which can help improve staff-development opportunities.
Salient Features
Knowledge Base
- Help customers to find information from the knowledge base and FAQs
- Supports crosslinking of Articles and FAQs thereby optimizing knowledge
- Easy to browse user interface for customer convenience
- Supports configuration for comments (with moderation) and voting option for each subcategory (helps better tracking of sentiments and moderation).
Personalized Customer Accounts
- Customer can create accounts for personalized service. (We do not charge you for your customer accounts. You can onboard unlimited customers)
- Allow your customer to submit tickets, receive notifications and more.
Back office for Customer Support
- Allows you to define roles for support staff and supervisors
- Subcategory wise flexible workflows for tracking of support tickets
- Supports features like:
- Escalation
- Priority
- Service Level Agreements (SLA deadline tracking)
- Subcategory wise authoring control (which roles OR what types of users can create ticket in which subcategory)
- Reports
- Critical Tickets
- Work Queue
- Unassigned Tickets
- Ticket Matrix by Status
- SLA Overdue Tickets
- Subcategory wise performance
- Advance Search/Filtering.
- Chat and Chatbot Support (in BETA)
- State-of-the-art dashboard
- High Priority Tickets
- Ticket distribution – by author, by assignee, by priority, by escalation
- Track – open Tickets, unassigned Tickets.
What do you get
with Customer Help Desk
Salient Features
- Slashes down manual effort by automating repetitive tasks, prioritizing tickets for approval, and notifying users automatically
- Efficient Incident Management means one can track, monitor, and escalate outstanding tasks on apriority basis
- A 24/7, fully integrated Knowledge Base helps customers answer their question themselves
- Improves team collaboration and reduces the silo effect
- Better transparency lets you see who exactly is responsible for what and ensures speedier resolutions
- Ensures complete control of data, privacy and security with high level data security protocols that meet high regulatory standards
Why I say old chap that is spiffing lavatory chip shop gosh off his nut.!
