You want support your customers with a solid service?- But customer requests are handled by different Agents with mail or by phone and nobody has a chance to keep overview?
- You do not exactly know how many requests are open, how many of them are done positively or already completed?
- You do not exactly know how many requests are open, how many of them are done positively or already completed?
With the open source trouble ticket system OTRS we have just the ideal product for you!
We support you to make your customers happy!
With OTRS mail- and telephonerequests will be registered centrally and delegated to the responsible employees.
Mail inquiries can be delegated by sender, content or other automated features to the right people (or the right group).
All Agents can assume a Ticket from anywhere at any time from a colleague and is immediately informed about the whole communication.
Cases may be delegated by the first-level support to the second-level support and so on.
Different customer service level agreements and escalations can be defined.
With statistics and a powerfil search engine you have any time a full overview of the status and the number of open, positive or negative closed tickets.
All mentioned functions can be controlled via an authorization system which is very accurate - if required individual departments can be completely separated from each other via the permissions system!
Multiple responses to customer requests via emails are a thing of the past.
Reaction times are reduced and you will not only save lots of time, but also service costs.
Achieve more customer satisfaction through high quality and transparent support with the OTRS ticketing system!
Read more: Overview and prices