SuperOffice for Customer Service

Inbound email management Lets you handle large amounts of inbound e-mails from your customers, with a lot of features for automation for efficient handling of these. Automatic identification of customers, retrieving customer data, answer templates and mass handling are just a few features that makes e-mail handling easy and cost efficient.

Case management  Automated customer service tools ensure that customers get service quickly.  SuperOffice Customer Service capabilities enable individuals and groups to review, escalate and route customer inquiries from all channels as appropriate.

Intelligent allocation  Queue, delegate or reply to requests immediately or according to predefined priorities using a number of tools.

SLA agreements  Make sure your customers get the service they deserve.  SuperOffice Customer Service shows customer service reps the level of service a customer should receive and helps managers analyze and improve service quality and compliance.

Escalation/ prioritization (SLA)  This advanced functionality ensures that requests and cases don’t fall through the cracks and are handled within the agreed deadlines.

Case history  Case history provides a complete, at-a-glance case history for each customer inquiry. Histories include a summary of all changes, a log of case comments, escalations, and any case fields you select for tracking.

Auto reply  Let your customers know that you’ve received their case with automatic reply. Customers immediately receive an auto reply from your company which confirms that you have received their request.  An allocated case number allows them to follow their case on line.

Reply templates  Save time when answering customers.  Create or pick from a variety of ready-made reply templates when answering a customer.  All available and relevant information is already filled out.  Just press send.

Self  Service Case Resolution  Customers can manage their own cases in the internet based customer center and keep up to date on all issues.  All inquiry status, history, accounts receivable, etc. is logged and constantly updated. Customers can also update information about themselves, such as new address and telephone numbers, subscribe to mailing lists or send a message.

Auto FAQ (Frequently Asked Questions)  Share your expertise with your customers online.  FAQ is a dedicated database containing relevant cases, previously answered questions and tips which your company publishes on the portal.  FAQ contains a search engine which helps the user find related issues based on key words, industry, etc.  Customers can answer questions for themselves without even contacting your company.

Advanced forms  If a customer can’t find his answer on the portal, then he will send in an inquiry form to your company.  It is important that case registration is as simple as possible.  The more pre-filled in information the better.  This can be adapted to each company’s requirements, so that forms match product portfolio, service agreements, etc.

Auto FAQ (Frequently Asked Questions)  Share your expertise with your customers online.  FAQ is a dedicated database containing relevant cases, previously answered questions and tips which your company publishes on the portal.  FAQ contains a search engine which helps the user find related issues based on key words, industry, etc.  Customers can answer questions for themselves without even contacting your company.

Active directory  All of Customer Service’s functions can be made online or via an intranet.  Together with domain authenticating (Active Directory) of users, the application is ready for extensive information sharing at various rights levels, as well as interactivity with the users.

Customization
SuperOffice Customer Service can be customized in any way to support your business needs. The standard administration layer for SuperOffice Customer Service follows easy-to use principles and allows your dedicated SuperUser to configure, add tables, fields, templates, scripts and so on without special IT expertise. Individual users get point and click customization tools to set their own preferences, while developers and partners have more extensive and powerful tools to enhance and integrate the SuperOffice Customer Service solutions.

Integration
Access to the right information at the right time is critical for performing tasks effectively. SuperOffice Customer Service is easy to integrate with your existing systems, such as your customer database, Active Directory, or other databases like your equipment database. The result is effective reuse of data and optimum information sharing. SuperOffice Customer Service takes care of getting defined data from external sources and organizes all necessary information for case handlers, so that cases are processed as quickly as possible. Integration ensures each communicant is identified automatically and allows requests from key customers to be prioritised and SLAs (service level agreements) to be maintained. The system can also write to external data sources, so that data can be updated from SuperOffice Customer Service.