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SCENARIOS - Support Organizations
Details
To increase staff efficiency you would like to match specific support issues to specific specialists on your team. Your company is promoting a higher level of customer service and offering guaranteed 4 hour response on support questions. You have no method to track your team's success rate of meeting the corporate customer satisfaction mandate. You also would like to map support emails to your existing support problem tracking system.
The Response Manager Solution
Creating rules inside the Response Manager's rules wizard, you are able to define key word searches on the inbound support emails and route automatically to the appropriate support team member. The Response Manager alert system will notify you by email if support emails go unanswered within the guaranteed 4 hours. The daily user summary report give you the ability to track the your team's average response time. Using the Response Manager's Assign a Ticket Number to a Thread your team now has the ability to do an audit trail search on emails by utilizing a ticket number generated by your problem tracking system.
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