Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Cat avg: 7.4
Prioritize tickets to ensure most urgent are tackled first
Cat avg: 8.6
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Cat avg: 8.6
Customers can self-service by searching through help articles.
Cat avg: 8
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
Cat avg: 8
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Cat avg: 8.8
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Cat avg: 7.9
Streamlining ticketing and service restoration processes
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.6
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.9
Users subscribe to notifications for ticket updates
Category average: 8.1
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 7.4
Users and agents can easily enter new support requests.
Category average: 9.1
Agents can easily follow up with customers.
Category average: 8.8
Features that allow customers to self-service for support issues.
Customers can self-service by searching through help articles.
Category average: 8
Internal knowledge base helps agents answer customers' support questions.
Category average: 8.1
Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.
Customer portal allows customers to submit tickets themselves and/or access self help resources.
Category average: 8.2
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
Category average: 8
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Category average: 8.8
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Category average: 8.6
Prioritize tickets to ensure most urgent are tackled first
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Users subscribe to notifications for ticket updates
Users and agents can easily enter new support requests.
Agents can easily follow up with customers.
Common requests can automatically trigger a standard response.
Agents can send attachments and/or set up screencasts to assist with support issues.
Service level agreement management allows agents to view and adhere to the terms of a customer's support package.
Allows customers to engage in discussion threads about support issues with other customers and/or agents.
Customers can self-service by searching through help articles.
Internal knowledge base helps agents answer customers' support questions.
Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.
Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.
Customer portal allows customers to submit tickets themselves and/or access self help resources.
Live chat allows customers to get help via instant messaging within a software product or on a company website.
Customers can get support from agents over the phone.
Includes an interactive voice response system for routing callers to the correct agent or information.
Provides a script or system for guiding agents through callers' support issues.
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
