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PRODUCT | Tele-Support HelpDesk
Get control of your calls with...
For Customer Service, HelpDesk, Technical Support, Call Center Operations and Call
Tracking
For companies who provide:
- Customer Service
- Technical Support
- Help Desk
- Call Tracking
Tracks and measures inquiries from start to resolution
Your sales and support people will be able to answer questions quickly and accurately
and provide better information to your customers. This system gives you complete time
tracking and helps you keep control of your incoming calls!
Features:
- Hot Tips KnowledgeBase Search unlimited Hot
Tips with a single key click. Fast multi-key access finds possible answers
and solutions to the current issue. View information and launch graphics,
web pages, or web URL right from you screen or easily tag relevant items
for instant emailing to your customers. Uses HTML, graphics, web pages,
and RTF formats.
- Internet Email Integration Easily send Hot
Tips, attachments, and other information including inquiry information
via company's standard email program. Automatically links email and
full message detail to the inquiry for easy reference.
- Priority Escalation with Email Notification
User-defined priority system can automatically escalate to a higher
priority within user definable time durations. Optionally, select inquiry
owner and/or other staff to automatically be notified via email when
priority escalates. Useful for inquiries that reach critical status
and notification of managers or responsible staff persons is desired.
- Contract & Pre-Paid Support Tracking
Track prepaid contracts based on incidents, date expiration, or pre-purchased
time. Automatically update contact manager with balance of contract.
Warn helpdesk staff when contract approaches user defined amount and/or
when no time or units are left on contract.
- Links Database Automatically link any Window's
file or document to an inquiry. Drag and drop capability. Link documents,
graphic files, emails (outbound done automatically) or any valid windows
file. Linked files automatically launched with a single key click.
- Known Issues (Bug) Database Track known issues
and bugs, expected completion dates, as well which customers are affected
by and are waiting a fix or resolution to the known issue.
- Link ACT! Fields into Inquiry Display up
to 42 fields from ACT!, including user-defined fields, in an open inquiry.
Each field may be view only or view with edit permissions. Changing
fields in inquiry instantly updates the fields in the ACT! database.
Can also create notes history in ACT! of relevant inquiry information
so that sales reps have a heads up on helpdesk issues before calling
customers.
- RMA System Track RMAs issued by your company.
User-defined auto numbering.
- Reports in Crystal Reports Most reports are
supplied in Crystal Reports format with powerful integration feature
for your additional custom reports. Reports include Open Inquiry, Inquiry
Analysis, Billing Report, Time Log Analysis, Known Issues, Hot Tips,
and many more. Shows how much time being spent by staff, customer, category,
customer, priority, and other user defined fields. Reports may be customized
utilizing Crystal Reports to suit your own special needs, including
the adding your own company's logo.
The ONLY product of its kind that integrates with ACT!, and at
1/4 the cost of stand-alone help desk systems.
"HelpDesk applications are finally
affordable! They promise to be one of the hottest areas in the coming
years for measuring company performance and increasing the accurate and
timely flow of information for our customers."
-- Kevin Holloway, Sekot Laboratories
Other
products by Resource Dynamics:
Go-Global Web Enabling Technology
Access ACT! (any version) from anywhere. anytime. right from a browser or Windows desktop (even from an airport kiosk with no client required). 100% functionality and at speeds you won't believe. It doesn't stop there! GO-Global allows you to access ANY application, including HelpDesk, Word, Excel, Accounting Applications, Outlook and more. Be prepared to be amazed. Take a FREE TEST DRIVE now.
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$1495 -- 2 User
View
Shopping Cart
DOWNLOADS
- Free TRIAL --Actual HelpDesk
full-featured program, 10 users, 30-day trial.
- Free Demo --Interactive
self-running demonstration takes you through the complete cycle of HelpDesk
and its features.
Compatible with:
ACT! 5
ACT! 6
ACT! 7 / 2005
ACT! 8 / 2006
ACT! 9 / 2007
ACT! 10 / 2008
Technical
Support
provided by Resource Dynamics
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