The possibility of receiving a service request from a stranger is endless. Turn these first-timers into potential leads by automatically capturing their available contact information, source of the service request and save them into your CRM contact database.
Our robust service request management software stores the history of each service request once it is raised. Hence, following up with a service request is now much easier with all the available customer support history.
Service requests can come from either inside the organization or outside. Within the organization, departments like HR, sales, marketing inbound, and outbound can raise a service request to the customer support team. Outside the organization, potential leads, prospects, and customers can ask for a service request.
However, irrespective of the nature of the request, you can store all your service requests tickets on a single platform. To differentiate between the service requests, you can create groups, use custom filters, and add tags to identify and process them faster.
You receive hundreds of service requests during prime business hours. Automatically register, organize, and store all incoming service requests with the help of our IT service request software.
Assign status to each request depending on the actions performed by your support reps and prioritize your service requests to process them faster to meet your business goals. You can also customize the status of each service request according to your comfort.
Create support groups within the service module to help you provide skillful customer service depending on your support reps' expert knowledge. Create and configure a group email address to automate canned responses, close tickets faster and enhance accuracy.
Save time by categorizing your tickets to improve productivity and send automated drip email campaigns by merging similar service tickets into a single category.
Offer expert solutions by enabling automatic routing of tickets as a service request pops in. Our customer service request software automatically detects and routes service requests and assigns it to the support rep who can best solve the query.
You can also have the admin regulate complicated service tickets by allowing them to personally evaluate complex tickets, add notes and forward them to the right customer support executive to solve and close the ticket with expert knowledge.
If your company is customer-centric, our request management software is there for your rescue. Track, monitor, and improvise your customer satisfaction levels with the latest graphic reporting tools. Access real-time metrics for new tickets, pending tickets, source of maximum customer queries, the average time taken to resolve a service request, etc.
Utilize this real-time information to revise and renew your customer support strategies, identify pitfalls in your workflows and train your representatives to bounce back.
Our request management software provides a standardized framework for handling the requests. Every request entering the system goes through the same protocol ensuring all the processes are actively applied to fulfill each request.
This brings consistency to the request management process. You do not need to wonder if a request is actually being processed or any activity is missed from the workflows, leading to error-free and quicker request fulfillment.
Our feature-ready request management software allows you to fulfill many service requests through automation. This helps you immediately respond to the requests, with virtually no significant effort by staff. This way, the system relieves your employees from doing tasks that require minimal or no human intervention while enabling them to focus on more complex issues that cannot be automated. Hassle-free services improve their quality.
Effective communication is the key to end-user satisfaction. So, keeping customers informed with their requests' status updates is important, especially when those take a longer duration to fulfill.
Our request management software helps you with this. The system allows you to trigger notifications to let users know the progress of their requests and estimated time for completion, thus keeping them satisfied with your service.
Grow their businesses with us.
The Centra CRM software has given us a centralized view on your business and control everything we do.
It is not a difficult system to learn. The quality of training that was provided for staff at head office was good and they now enjoying on the system.
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