Customer support / help desk app
I'm looking for an app to track customer support queries.
Current workflow:
- call center takes customer complaints
- dispatcher verifies complaint, assigns it to NOC or field support team (one or more support technicians)
- support team tries to solve the problem, reports back to dispatcher
- dispatcher verifies that the problem is solved. Closes the complaint or assigns additional resources to support team.
Requirements:
- multi-user: different views for dispatcher/technician/mana
- reporting capabilities: daily activity per technician, time spent per support incident, etc.
- ease of use
Nice to have:
- mobile app for field technicians
Please specify if you have personal experience with the recommended application.
I googled and there are dozens of options, most clones of each other, most assuming that customer problems will be solved over email/livechat. That's not the case here, large part of complaints require physical access/repairs.
Thank you.
Current workflow:
- call center takes customer complaints
- dispatcher verifies complaint, assigns it to NOC or field support team (one or more support technicians)
- support team tries to solve the problem, reports back to dispatcher
- dispatcher verifies that the problem is solved. Closes the complaint or assigns additional resources to support team.
Requirements:
- multi-user: different views for dispatcher/technician/mana
- reporting capabilities: daily activity per technician, time spent per support incident, etc.
- ease of use
Nice to have:
- mobile app for field technicians
Please specify if you have personal experience with the recommended application.
I googled and there are dozens of options, most clones of each other, most assuming that customer problems will be solved over email/livechat. That's not the case here, large part of complaints require physical access/repairs.
Thank you.
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ASKER
Thank you for your input.
@naveedmz: the client already uses a CRM. And I can google :)
@crystal: the few times when I had to use Access, "easy to use" and "stable" are not the first things that come to mind.
I am interested in what people actually use for customer support that involves field technicians. It does not have to be cheap or run on commodity hardware, etc.
Hosted or on premise solutions are OK, as long as you actually used them.
@naveedmz: the client already uses a CRM. And I can google :)
@crystal: the few times when I had to use Access, "easy to use" and "stable" are not the first things that come to mind.
I am interested in what people actually use for customer support that involves field technicians. It does not have to be cheap or run on commodity hardware, etc.
Hosted or on premise solutions are OK, as long as you actually used them.
ASKER
Thank you Crystal.
Not an usable solution, but you've tried :)
Not an usable solution, but you've tried :)
http://www.softwareadvice.com/crm/online-crm-comparison/