Helpdesk
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Build Confidence and Enhance Customer Experience with Helpdesk Solutions by Protollcall
Our helpdesk or support solutions are designed to aid customer service and facilitate task forwarding to effectively resolve issues or meet customer needs.
Main function solutions for Helpdesk
1. Main function solutions for Helpdesk
Customers can be categorized in various ways, such as by business type, service, or priority level.
2. Case Management
- Ability to accept tasks, create tickets, open and close cases, and forward tasks to relevant personnel immediately, either individually or in groups, for efficient problem resolution.
- A supervisory system checks cases before forwarding them to the relevant personnel.
3. SLA Management
Service Level Agreements (SLAs) can be defined for specific categories to meet desired standards.
4. Knowledge Base Management
A knowledge management system allows for the creation of frequently asked questions, response articles, and troubleshooting guides.
The knowledge base can be linked to categories selected by call agents for quick service response.
5. Alert Ticket
A notification system alerts for tickets reaching the SLA timeframe or those not yet closed, prompting staff to follow up and resolve them.
6. Reporting System
- Reports can be generated to track ticket creation, SLA deadlines, and closure dates.
- Reports can be broken down by agent and include various summaries.
- The helpdesk system plays a crucial role in enhancing service efficiency and problem resolution.
7. Integration with Other Systems (3rd Party Integration)
- Connect with email systems to open cases and respond via email.
- Integrate with the client’s internal systems.
Our friendly sales team and expert staff are ready to assist you. Call us or reach out through various communication channels for consultation or to request services.