 |
Management Benefits
The Administrator(s) of a ServiceTraq
site will experience a new sense of understanding. They
will, at any time, be able to measure the satisfaction
of their customers, the efficiency of their CSRs, the
service costs for individual products and services,
and much more.
|
|
 |
And the most efficient CSR wins...
...or keeps his job. As an example of Administrator
reporting capabilities on CSR effectiveness, you can run reports
that show which CSRs spend the greatest idle time. Which work
the most in the system. Which have the most open cases. Which
have the highest open to closed case ratios. Which have the
highest customer satisfaction ratings, which handle the most
cases in the least amount of time. Which are naughty, and
which are nice.
|
|
|
Is there problem product?
Just about every company has a product that
seems to cost more to service than it is worth, but how does
one gauge it? Administrators can generate reports that tell
them. You may find that 490 customers spent a total of 120
hours getting help on Product A, while the same number spent
only 6 hours on product B this month. At the same time, you
can see that Product A resulted in 20 hours of CSR time, while
Product B only cost 40 minutes of CSR time.
|
|
|
The cost of a customer
Would you like to know who your top 10 most
serviced customers are? Who spends the most time seeking help,
who occupies the most CSR time, who has the most cases open,
who has opened the most cases...
|
|
|
Permission Granted
Just about every action in ServiceTraq is permissions
based. This allows administrators to create permission groups,
assign individual to a group, etc. You may decide that only certain
customers have access to Live Chat, for example. Or you may
limit CSR permissions.
|
|
|
Hours of Operation
You may choose to set hours and days of operation
for chat, for example. So users with one access level get
chat from 8AM to 10AM each day, while another access level
gets chat access all day, and yet another never gets chat
access. You can even set specific hours for holidays.
|
|
|
Message of the day
There are many info screens in ServiceTraq
that you have complete control over, including message of
the day on both the customer side and CSR side. These areas
allow full HTML input, so you can include portions of your
existing website, or simply type in your message.
|
|
|
Look and Feel
You can brand ServiceTraq to your own
company image. Change colors, icons, most text labels,
etc.
|
|
|
Survey Builder
Create as many service categories as you
like, attach separate questionnaires to each, build it in any
way you like. Make general surveys, exit surveys, etc.
|
|
|
|
|
