Helps companies register and handle large amounts of incoming requests in an effective matter so that customer service reps save time regardless of how the request comes in.
Inbound email management Lets you handle large amounts of inbound e-mails from your customers, with a lot of features for automation for efficient handling of these. Automatic identification of customers, retrieving customer data, answer templates and mass handling are just a few features that makes e-mail handling easy and cost efficient.
Auto reply Let your customers know that you’ve received their case with automatic reply. Customers immediately receive an auto reply from your company which confirms that you have received their request. An allocated case number allows them to follow their case on line.
Intelligent allocation Queue, delegate or reply to requests immediately or according to predefined priorities using a number of tools.
SLA agreements Make sure your customers get the service they deserve. SuperOffice eJournal shows customer service reps the level of service a customer should receive and helps managers analyze and improve service quality and compliance.
Escalation/ prioritization (SLA) This advanced functionality ensures that requests and cases don’t fall through the cracks and are handled within the agreed deadlines.
Case management Automated customer service tools ensure that customers get service quickly. SuperOffice eJournal capabilities enable individuals and groups to review, escalate and route customer inquiries from all channels as appropriate.
Case history Case history provides a complete, at-a-glance case history for each customer inquiry. Histories include a summary of all changes, a log of case comments, escalations, and any case fields you select for tracking.
Reply templates Save time when answering customers. Create or pick from a variety of ready-made reply templates when answering a customer. All available and relevant information is already filled out. Just press send.