PRODUCTS
Customer Relations Management System (CRM)
The Customer Relations Management System is revolutionary software that aims to give better customer service and feedback to customers via SMS, web, email, and VOIP. It is designed to take in SMS message inquiries from customers allow your customer relations associates to give timely reply, as well as create tickets for issues customer call in directly.
It was also created to maximize supervision for issues being called in. It allows its administrators to monitor all the interactions made by their agents. With this system, it is possible to track all tickets and ticket history, so there is always check and balance to ensure customer service. Its interface is also very user friendly. Its concept is to have almost anyone use it.
More Prompt Replies to Important Issues
The system is created to keep notes of every issue/complaint ticket called in. The agent that handles the interaction would leave a detailed description of the situation, as well as actions taken. The system is designed for completed tickets to be audited by a network administrator, so there is check and balance.
Organized Segregation of Issue Priorities
The program will segregate the tickets that you receive according to the priorities you set depending on what the ticket is about. For example, if one customer asks about how to register and another has complaints about the service, if you put higher priority on the latter the first ticket on the list would be the complaint.
Flexible Communication Medium
You can easily communicate with your members using many forms of media: text messaging, emails, web forms, and voice calls. The system is flexible that it allows you to save information coming from all these media. The system is designed to make it easier for you to access member files to update information.
Multi-User Capability
The system allows you to put in as many users you want answering issues. You can create as many users as you want at no extra charge. This feature is designed to increase productivity and efficiency.
Fast Information Dissemination
With this feature, you can disseminate information through the SMS Broadcast feature of the CRM system. This will allow you to easily send out announcements, promotions, and company or product advertisements.
Even Faster Databank (Content Management)
This is a feature that will allow you to create templates for keywords texted in by your members. The system will automatically reply the template to your texters. It also has a document loading capability that will allow you to load batches of templates at once. This will help you give out information faster and efficiently.
Accurate Resolution of Issues
The System will allow auditors and administrators to audit all completed tickets. The system will log who created, viewed, and answered every ticket. This is to ensure that your company is dishing out good quality member service.
Archiving
The system will archive all tickets that have been created in our servers as well as the changes that have been made on them. This makes it sure that of you ever need to pull up information, our reliable servers are ready to pull it up for you.
100% Support
We will be troubleshooting the program even if you’ve already had it for more than a year. Since the program is web-based, you will get free program upgrades and updates for free. We value our clients and we always prioritize customer service. Your company will also be notified regularly of product updates or new product versions.
Administrator Modules
The Access Right Module
This is the module that allows you to create user accounts and assign specific access depending on their access type.
Group Management – This is the module that allows for you to create groups that will be helpful in organizing user access rights.
Access Right – The module provides the option for the administrator to distinguish page accessibility for each user.
User Management – This allows for Administrators to create or edit accounts for users.
Ticket Access Right – This module allows you to manage ticket access of user groups or individual users.
Data Build Up
This module allows you to store data and references to be used for ticketing.
Priority Level This page provides administrators creation of hierarchy for ticket types. The priority level will define which type of ticket would show first and so on.
Ticket Group Used to group ticket types in order to provide easy ticket access rights tagging.
Ticket Type This page is where the user can create ticket type classifications.
Help File This is a feature that allows for the creation of templates for customers’ FAQs. In this page, the administrator will upload file documents that contains all the possible answers for a certain questions of customers.
Member This allows for administrators and agents to create a member file for new members who are not yet in the system.
User Modules
Ticketing
This module allows you to manage and create tickets.
Ticket Create - This is the major function of CRM Module. This module provides easy ticket creation to efficiently answer issues the fastest way possible. It has a Help File function that lets agents pull up help files in case they need reference.
Pending Tickets - This module is where the newly created ticket can be viewed and a representative can reply. It also allows for documentation of notes on the interaction with the Ticket Note functionality. Also if a representative accessed/ created a ticket with a concern that is not within his/her scope tickets can also be forwarded using the ticket forwarding functionality to a different ticket type which matches the concern of the ticket using this page.
Unaudited Tickets - This module will show all of the unaudited completed tickets where auditors could put in their comments and remarks on the ticket.
Report
This module allows for easier checking of accumulated data.
Audited Tickets - It will let the administrator check the accuracy and promptness of the agent’s answers to tickets. With this, the transactions will be infused with integrity and the answers will be more credible to the customers.
Ticket Listing - This page will show you ALL of the tickets for a time frame you specify.
1. Your customer will send an SMS message of his/her concern to your SMS gateway number. The system will automatically create a ticket for the message.
2. Your customer relations agent will be able to respond to tickets depending on the ticket’s age or forward the ticket to the correct ticket type if the issue is not within their support boundaries. The agent will reply to the customer using the system via SMS or email.
3. Once an issue is resolved, the agent will tag the ticket completed. All tickets will generate ticket reports that would record the identity of the agents that interacted with the tickets, their notations about the issue as well as the interaction itself.
4. Completed tickets will be audited by network administrators. The auditor will save his or her comments about the ticket on the ticket report.
5. The system puts the audited ticket on the file archive. All tickets will be saved for future reference, as the system does not have a delete functionality.