Help desk systems

Email Handling

Using CRMBWW you can take control of your incoming email addresses, having support@yourdomain piped to your Customer Support department in CRMBWW, billing@yourdomain to your Billing Department – it allows for total flexibility. The incoming email handling can retrieve your emails via the POP3 method like a normal email client, or via instant email piping on your server. Each new email is treated as a new ticket, with recognition of existing issues being logged with their parent ticket for complete control.

Web Submissions

CRMBWW offers a fully features support portal for your customers, allowing them to submit support requests, search articles/FAQ’s. They can track their requests, respond and manage their communications easily from the browser interface. Your customers can also submit file attachments with new tickets (via email or the help desk).

Knowledge Base

The Knowledge Base in CRMBWW allows you to create a complete directory of structured articles for your customers. You can create categories, articles and attach files. Each article can be formatted with pictures and customized using normal HTML markup via the included Knowledge Base WYSIWYG editor. When replying the help desk tickets, you also have the option of converting that response to a Knowledge Base article, allowing you to easily keep your article database populated and up to date.

Request Management

When your customers or visitors log a new help desk ticket (via the support portal or email) each request is assigned a unique tracking number which the customer is informed of, each subsequent follow-up regarding the same issue is logged within the same help desk ticket in CRMBWW, allowing your staff to see a complee overview of request history instantly allowing them to effectively manage your incoming help desk requests. Using CRMBWW’s recognition system your customers can also submit new help desk tickets easily without them getting confused with past active tickets.

Troubleshooters

Sometimes the best way to offer assistance to your customers is to provide an interactive troubleshooter, guiding them through their problem via the help desk software. In the Administration area of CRMBWW you can easily create new troubleshooter with an unlimited number of branches and steps, this is totally flexible to be used in a method suitable for your model.

Graphical Reporting

One of the major benefits of our help desk system is the ability to report. Effectively managing your communications requires that you can easily measure the effectiveness of your operations, CRMBWW will allow you to see a quick overview of how many tickets are received monthly (or within a specific date period), it will also allow you to measure the number coming in via email, the web portal or staff logging. Other reporting features include: volume by Department in CRMBWW, ownership, individial staff account access – reporting on the help desk tickets resolved by an individual staff member.

Access Levels and Departments

Create an unlimited amount of Departments (make them public or internal only). Your customers can then log help desk requests to specific departments via the support portal, or you can map your email addresses to individual departments (for example: support@yourdomain to your Technical Support Department). Not only does it allow for you to effectively manage your incoming requests, keeping them organized from the start – it allows you to create staff accounts with limited access to specific departments or provide them with ‘Global’ department wide access. Your staff can also assign help desk tickets internally to other staff members or other departments easily using the ‘Assign Internal’ functions.

INDEPTH FEATURES

Incoming Customer Email Requests

Streamline Incoming Email and Web Submissions

With CRMBWW, web submissions and email requests can be captured, assigned a tracking number, and logged so your staff can easily track and manage inquiries. All correspondence for a given customer issue is captured within a single ticket, helping your staff to stay organized and respond efficiently.

Incoming Email Request Features

• Organize and manage web and email submissions
• Log, assign ticket, and channel requests to appropriate departments
• POP3 retrieval or email piping, SMTP for outgoing email
• Use your existing email addresses
• Pipe emails from multiple email addresses, such as billing@domain.com and support@domain.com, to individual departments
• Define email handling rules
• Support for email attachments
• High-priority designation recognition
• Record how submission was received (email, web, phone)
• All related correspondence recorded in one CRMBWW ticket
• Graphic reporting of request volumes

Customer Portal

Intuitive Customer Support Portal

CRMBWW makes it easy to set up a customized, intuitive support portal. Optional customer self-help modules include articles, troubleshooters, downloads, live chat, and request tracking. You can even use CRMBWW’s Smart Answer tool to propose answers to customers before logging a new request, reducing support request volume.

Customer Portal Features

• Intuitive self-help system includes knowledge base, troubleshooters, downloads, articles
• Templates make creating self-help documents simple
• Troubleshooters can have unlimited branches and steps, offering complete flexibility
• Smart Answer Tool- prior to logging a ticket, CRMBWW offers possible solutions from existing articles
• Convenient web-based submission form or email submission
• Customizable submission form ensures you capture required information
• Customizable permissions enable you to limit users to submit tickets or view articles only
• Ticket tracking and history enables customers to view status, reopen tickets, respond to communications
• Customers can opt to receive email status updates
• Live Chat (Basic)

Staff Interface

Full-featured Interface Improves Efficiency

Enable your customer support team to respond quickly and accurately to incoming customer emails and web contact submissions. Each submission is assigned a unique tracking number, ensuring all issues are captured and kept organized. Your staff can easily sort outstanding issues, track issue history, respond to customers, and record customer correspondence all through a simple web interface. Reporting features enable you to establish benchmarks and track progress against help desk efficiency goals.

Staff Interface Features

Issue Management

• View New, Unresolved, or Resolved issues
• Assign issues internally to staff or departments
• View priority and submission method
• Searchable database
• Sort by age, method, subject
• Quick preview pane
• Easily identify staff ownership of issues

Response Features

• Pre-defined response templates
• Working-time log
• Quick response method
• Mark issue resolved, on hold, or unresolved
• Record ownership of an issue

Reporting Features

• Graphic reporting of logged issues
• Display reports by submission method, staff ownership, date
• Current and historic statistics

Administration Features

Easily Manage Your Help Desk

CRMBWW’s intuitive interface makes it easy to set up, maintain, and change all aspects of your help desk.

Administration Features

• Create and change end-user and staff accounts
• Configure departments, email addresses, system set up
• Integrate with Active Directory (Enterprise License Only)
• Activate integration with third party systems
• Customize design templates
• Enable or disable front-end features such as downloads, articles, or troubleshooters
• Manage pre-defined response templates
• Edit email templates
• Create reports on tickets, response time, volume, department performance, and more
• Set permissions for departments to access and assign tickets
• View which staff is logged in and level of activity
• Backup capabilities

Investment

A) Monthly option – 100 USD a month with BWW tech support

B) Single payment – 1200 USD with BWW tech support