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 CUSTOMER SERVICE APPLICATIONS

The key to outstanding customer service is fast, accurate answers. Oncontact's customer relationship management (CRM) application makes outstanding customer service a reality by delivering a full-scale customer service and help desk management system that enables users to track customer service inquiries, incidents and problems. This process creates a knowledge base that support professionals can access in an instant. With instant access to the knowledge base, the support team can provide fast resolution for new incidents and problems — no matter how complex they might be.

To ensure that all issues are addressed quickly, Customer Service lets you build queues that transfer inquiries away from an occupied support professional to a free support rep or escalates in queries to a support manager. Customer Service also utilizes integration with email and fax applications, another way to enable users to respond quickly and conveniently to customers.

Customer Service knows no limits. An organization can store an unlimited amount of cases per company or contact and an unlimited number of tasks per support case.

The following components make up the Customer Service module:

Customer Service brochure
Brochure

 

 

 

 

 

 

Incident Screen
 

Incident Screen
The Incident Screen lets users capture everything the support team needs to know about a customer service issue. More...
     
Knowledge Base
  Knowledge Base
An archive for customer service incidents, the Knowledge Base creates a way for your support team to benefit from every past customer interaction. More...
     
Problem Area
  Problem Area
The Problem Screen is used to record product defects and educate support team on how to fix them. More...
     
Proactive Support
 

Proactive Support
The marketing capabilities of Oncontact's CRM application can help support professionals solve problems before they affect the customer. More...
     
Incident Screen
 

Customer Service Management
Oncontact's CRM application is packed with powerful features that help management oversee the company's front office. More...

 
     
Contract View
  Contract Tracking
Oncontact's CRM system lets users store critical contract information directly within the system, saving the time and effort needed to access contracts from another source. More...
     
RMA
 

Return Merchandise Authorization (RMA)
Users can manage the return of merchandise right from Oncontact's CRM application, providing an even firmer grasp of each customer's purchasing activity. More...
   
Workflow Automation
  

Mirror Your Business Model
You can put parts of your job on cruise control with Agent Designer, part of the industry leading Oncontact toolkit. More...
   
Financial Management Integration
  

Financial Management Integration
The Financial Management Integration module seamlessly integrates front and back office information, providing sales, marketing and customer service professionals with the company-wide data they need. More...