Helpdesk and Customer Support
Software
SupportWizard increases sales and streamlines the technical
support operations of small to midsize organizations by integrating
web-based, e-mail, and telephone communications into a single,
easily maintainable system.
E-Support is the other half of E-Commerce and the 100% web
based architecture of SupportWizard is designed to get you
there fast - without disrupting existing systems.
SupportWizard increases sales and provides everything you
need to run an efficient Web based helpdesk. Incredibly
easy to install, customize and manage, it lets your customers
keep in touch 24 hours a day, 7 days a week.
General Overview of Features
SupportWizard is an enterprise application that automates
the processing of new tickets with fully customizable workflows,
automatic e-mail response and notification, user defined
escalation rules, customizable java chart reporting, and
sophisticated control over access.
It comes with a fully licensed MySQL database and permits
complete customization of fields, choices, look and feel
(including graphics, templates, fonts, and footnotes), and
user groups and permissions.
Reduced Support Costs
Telephone support charges are substantially reduced - most
problems can be solved without a phone call.
Support personnel are relieved from the drudgery of repeatedly
answering the same questions. Your staff can paste existing
solutions into new tickets with a single mouse click and
automatically have the solution e-mailed to the customer.
Questions only need to be answered once and the knowledge
of your best technicians is captured and made available
to all your staff and customers in the knowledgebase.
New staff members have immediate access to all accumulated
knowledge, reducing training costs.
Response time is reduced. SupportWizard's powerful workflow
and escalation features automate the monitoring of customer-submitted
tickets by watching for new tickets that are submitted and
notifying the appropriate people that action is due.
Increased Customer Satisfaction
Customers these days expect to be able to get the answers
they need 24 hours a day, 7 days a week. The easy to use
FAQ interface helps customers quickly find the answers they
need at any time. It even automatically sorts search results
by those that have been most useful to other customers.
Customers hate waiting on the telephone. SupportWizard empowers
them to find what they need quickly and easily themselves.
Instead of waiting for a call back or sitting on hold, they
can be scanning the FAQs in your SupportWizard knowledgebase
for the solution to their problem as well as other good
ideas and enhancements to your product.
If customers don't find the answer they need, they can submit
their problem or question in as much detail as they like.
Because SupportWizard encourages efficient processing and
management of incoming questions, the response time is reduced
over traditional call-back methods.
SupportWizard lets you allow customers to use the method
of communication they prefer -- e-mail, telephone, or web
submission -- and integrates all their communications under
one interface.