Helpdesk
Home ❃ Helpdesk
Build trust and enhance the customer experience with Helpdesk solutions from ProtocolCall.
Our solutions for customer support (Helpdesk or Support) are designed to assist in providing customer service and support the referral process to successfully resolve issues or meet customer needs.
The main function of the solution is for... Helpdesk
1. It's easy to prioritize customer groups.
Customer rankings can be categorized in several ways, such as by business type, service type, or priority.
2. Case Management
- You can immediately receive assignments, create tickets, open and close cases, and forward tasks to the relevant staff, both individually and in groups, helping to resolve problems efficiently.
- There is a review process by supervisors before the matter is forwarded to the relevant officers.
3. SLA Management
Service Level Agreements (SLAs) for specific categories can be defined to meet the required standards.
4. Knowledge Base Management
A knowledge management system is in place, allowing the creation of frequently asked questions and answers, articles on common problems, and basic troubleshooting guides. The knowledge base can be immediately linked to categories selected by call center staff for faster service responses.
5. Alert Ticket
There is a notification system in place for tickets that have reached their SLA timeframe or are not yet closed, to alert staff so they can follow up and resolve them successfully.
6. Reporting System
You can check detailed reports on ticket creation, SLA due dates, and case closing dates. Reports are broken down by agent, and a summary report is also available.
7. Connecting to other systems (3rd Party Integration)
- It can connect to the email system to open a case and reply via email.
- It can connect to the client’s internal organizational systems.
Our friendly sales team and expert staff are ready to assist you. Call us or contact us through our various communication channels for consultation or service inquiries.
