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| eForcer HelpDesk - THE Web based Customer Support Solution | | eForcer sets new frontiers in web based helpdesk software and has been designed exclusively for you.
Just think, when your customers use eForcer help desk, they will be able to, amongst others :
1. Submit support requests (tickets) immediately at anytime of the day or night (now that's what we call
reaction).
2. View the status of their tickets from anywhere and be satisfied in the knowledge that you are progressing
matters on their behalf (instant customer satisfaction).
Find solutions to their problems in eForcer's powerful knowledgebase.
eForcer's major features include :
1.Unlimited departments - the software evolves with your business
2. Unlimited staff members - eForcer also caters for continuity of service
3. Department custom fields - eForcer allows for change when you do
4. Customize emails, headers & footers - enables personalization for a friendlier customer interface
5. Automatic ticket management - considerably reducing the amount of time spent on administering the system
6. Ticket search engine - to quickly find the logged query for a forgetful customer
7. Move tickets between departments - providing for easy escalation
8. Client email notifications on/off - your customer can choose whether or not they want to receive
notification as the incident is progressed through to resolution i.e. they do not want badgered.
9. Advanced knowledgebase - quickly and easily gain access to solutions of a similar nature
10. Ability to create tickets from emails - speed up the logging process
11. File attachments - for the provision of additional evidence and information
12. Customer surveys - a built in quality improvement process
13. Staff private messages - allows staff to seek online help from their colleagues
14. Private staff comments - provides for associated notes relative to the customer and/or query
15. Admin ticket creation - caters for ad-hoc tickets - always useful for software improvements and internally
identified problems
16. Knowledgebase articles rating - enables immediate customer feedback on information quality
17. Knowledgebase articles comments - offers your customer the facility to comment on the usefulness or
otherwise of the article base
18. Download area - for software and supporting information downloads
19. Link knowledgebase articles to downloads - associate similar/useful information as optional download
20. Staff permissions management - You can actually personalize the system for individual members of staff by
enabling or disabling functions - great for training and new starts !
21. Announcements - be informative, publish useful information for immediate customer access
Instant Solution technology - eForcer uses IST (Instant/Intelligent Solution Technology) to extract articles
from the knowledgebase based on the keyword density of the ticket. It then displays these articles as a
potential solution to their problem. In our experience, nearly 80% of tickets are closed after this point. This
one aspect alone will more than pay for the software !
22. Mass action on tickets - save time by responding on mass to customers experiencing the same incident
23. Predefined replies - react immediately to known incidents by selecting from previously created responses
24. Email and IP bans - blacklist individuals/PCs from accessing the system thereby reducing time wasting
25. Multilingual - use the same system in all your offices regardless of where they are located
Today, virtually every company is expected to have a Customer Support Department - your company's reputation
depends on it ! This one crucial aspect can make or break your business - don't believe us? Your own personal
experience will tell you that you don't feel comfortable doing business with companies who:
fail to respond when they say they will
don't understand your problem
cannot even pronounce, never mind spell, your name
why should your business experience be any different?
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