The front-line of any customer service channel is a busy place to be. The phone is ringing, the email keeps coming, and the pace is relentless. Your clients need answers, and you are the one they turn to. Without the correct tool, the first point of contact for a helpdesk is a place where you can easily be overwhelmed. That’s why you need a customer support solution that will put you in control of the helpdesk and help you to manage the constant work demands of the position. HelpMaster allows 1st line helpdesk technicians to manage all aspects of the front-line. Listed below are just some of the features supported in HelpMaster that are particularly useful to those working at the front line of a helpdesk.
Flexible queue routing and assignment algorithms. Configure for Individual staff queues, skill-groups, custom queues and more
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Reduce phone calls and email. Let your clients log their own support tickets and browse the knowledge base via a slick web-portal.
Maintain a knowledge base for staff and customers. Integrate into the workflow and monitor for usage, feedback and content relevancy.
Hundreds of reports to give you the statistics you need. Powerful SQL Server database, Crystal Reports, PowerBI and fully documented database dictionary.