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!
- 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.
Two pricing models available. Click here for more details.
2 Users (concurrent)
-Annual Subscription / $600
-One Time purchase / $795
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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.
Watch our self running video
All versions of Act!
provided by Resource Dynamics
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