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With Cyscom Help Desk, you benefit from an innovative solution that focuses on improving online customer support and service, attracting new customers and keeping existing ones, and lowering your customer care costs—all of which result in better top and bottom lines. Best of all, Help Desk manages customer support data in one, powerful, fully integrated and extensible system that is easily customizable to a business user’s requirements.
- Reduce costs and improve workflow by automating the business processes associated with customer support case assignment, management and escalation.
- Route cases intelligently, enabling fast, efficient prioritization of all your customer support cases.
- Stay open for business 24/7 around world, while providing cost-effective self-service options
- View escalated support cases as part of reports and statistics, giving customer support representatives the ability to analyze this data with a simple click
- Keep service representatives up to date by notifying them whenever changes are made to their cases by notifying them when someone changes the priority or status on a case
- Create a knowledge base suited to the needs of your business and its customers, organizing content according to different levels of topics and solutions
- Keep accurate customer records by managing time within your Help Desk system.
- Streamline your time tracking, consolidating it for reporting to accounting for billing.
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CASE ASSIGNMENT, MANAGEMENT & ESCALATION
- Respond to customer cases across a variety of channels, including e-mail, phone, fax, or other channels
- Send an automatic reply to customers confirming the receipt of the e-mail, along with a case number
- Route and track support cases according to product, issue, case type, partner or customer, assigning customers an expert in each area to resolve their problem
- Notify customer service reps when a customer support case has been assigned to them, and enable them to view the complete customer record
- Escalate more complex cases to managers or technical experts for quicker resolution
ONLINE CUSTOMER CENTER (SELF-SERVICE)
- Customers can enter tickets directly by logging onto your site, rather than calling or e-mailing you
- Password-protected access to key customer support tools
- Knowledge Base articles give customers the information they need, when they need it
KNOWLEDGE BASE SUPPORT
- Auto-classify information and content originating from emails, documents and files according to topics and solutions
- Give service reps access to a complete knowledge base, enabling them to respond faster to customer issues and reducing the learning curve when bringing on new reps
SERVICE AND TIME TRACKING
- Record the time spent on cases, tasks, and events
- Approve time your team spent per case
- Record approved time to pass to accounting for billing
Languages
English, Russian
System Requirements
IE 7.0
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Reviews
5.0
This has made significant impact on our customer satisfaction levels
12/08/07 Anonymous
All the functionality of an expensive, enterprise level Help Desk solution
at a fraction of the price.
5.0
The dedicated online customer sites takes seconds to set up
11/09/07 by Denis Seamen
We always struggled with processing tickets from phone, fax and email. Now
customers can just go onto their dedicated online support site and place their
own tickets. The workflow automates the whole notification to resolution process
from that point onwards.
4.5
Goes way beyond other CRM support systems
18/09/08 by Diane Brooks
I found most other CRM systems are really inadequate in managing customer
support activities…not the case here!
4.5
Excellent
03/08/07 Anonymous
We started to use it on day 1 and never looked back to our paper and email
based support system.
Add a review
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Support
Online support system: Cyscom provides technical support on the software via Cyscom’s own online support system that allows users to create tickets for any defects and place special requests
Support Contact Information
Name: Alexander Shivarov
E-Mail: partnertechnicalsupport@cyscom.com
Phone: +44207-1933396
Availability: Weekdays except official EU holidays, 10am to 6pm GMT
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Publisher Information
Name: Cyscom Labs
Description:
Cyscom Limited enables service providers to develop and fulfill their Software-as-a-Service plans by making it simple and easy to go from an initial concept to a live roll-out of their SaaS offering.
Our combined go-to-market experience and superior technologies have allowed major telcos and service providers to get on a fast track and achieve a competitive advantage by working with Cyscom.
With partners delivering SaaS solutions and services to thousands of customers around the world we are pioneering the deployment of SaaS to markets and businesses that have been looking to improve collaboration with customers, suppliers and partners.
With head office in UK and subsidiaries in Germany and Russia, Cyscom is an active member and contributor to EU standardization groups that research and recommend technologies and standards adoption for the European Union.
Address:
49 Whitelands House, Cheltenham Terrace, London, United Kingdom, SW3 4QY
Phone: +44 (207) 193 3395
Web-site:
www.cyscom.com
Sales Contact:
Name: Prem Couture
E-Mail: crmsales@cyscom.com
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Pricing |
| 0.5 € per user/hour | | 2 € per user/day | | 28 € per user/month | | 312 € per user/year |
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Support |
Weekdays except official EU holidays, 10am to 6pm GMT |
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