Reduced Support Costs Telephone support charges are substantially reduced - most problems can be solved without a phone call. Support personnel are relieved from the drudgery of repeatedly answering the same questions. Your staff can paste existing solutions into new tickets with a single mouse click and automatically have the solution e-mailed to the customer. Questions only need to be answered once and the knowledge of your best technicians is captured and made available to all your staff and customers in the knowledgebase. New staff members have immediate access to all accumulated knowledge, reducing training costs.
Response time is reduced.
SupportWizard's powerful workflow and escalation features automate the monitoring of customer-submitted tickets by watching for new tickets to be submitted and notifying the appropriate people that action is due. The easy to use FAQ interface helps customers quickly find the answers they need at any time. It even automatically sorts search results by those that have been most useful to other customers. Customers hate waiting on the telephone. SupportWizard empowers them to find what they need quickly and easily themselves.