Qdos Customer Service helps you capture the customer enquiry & solve the problem, fast
Customer interaction is one of the most important aspects of a successful business. It requires your customers’ needs & desires are fulfilled expediently. Qdos Customer Service makes it simple to capture the customer enquiry, find the solution to the problem, & provide a quick response.
Service Request Management
In the Qdos application, the Customer Service lifecycle begins by capturing the customer service request or enquiry. All service requests are stored centrally & are prioritised to ensure timely completion. Assign Service Requests to the most appropriate specialist for quicker resolution.
Key features:
- Ensures ALL service requests are fulfilled
- Activity Plans standardise responses to customer issues & enquiries
- Delegate tasks with reminders to resolve issues quickly
- View the Service Request Status at a glance & a history of customer interactions
Solution Management
Qdos Solution Management enables you to build a repository of solutions to Frequently Asked Questions. Service representatives access this knowledge base at any time to provide consistent responses to customer issues & enquiries, speeding issue resolution.
Key features:
- Speed the issue resolution process by utilising a central repository of answers to FAQs
- Capture & diffuse knowledge & experiences of your staff
- Bring new (or current) service representatives up to speed on issues
- Integrated approval process to ensure solution accuracy
Web Based Help Desk Software
Qdos Technology offers an online self-service portal so that your customers can access support from a single point. The trouble-ticketing software is integrated with Qdos Customer Service; Customers login to the online portal and submit a service request. Your Customer Support Staff view prioritised service requests in Qdos Customer Service & manage the request until resolution is reached.
Key features:
- Friendly web interface for creating new requests & add documentation
- Classification of requests by category & sub-category
- Assign requests to the appropriate customer support representatives
- Users view a list of all submitted requests (previous & current)
- Display request priority, age & status to keep end-users informed
- Users view a complete history of each request from start to completion
- Users can submit any number of request messages & view support team responses
- Request history includes emails & attachments
- Customer Satisfaction Survey captured for every request
- Your Help Desk is available to your customers 24 x 7
Leverage Existing Customer Information
Qdos CRM Account & Contact Management functionality provides Customer Support representatives with immediate access to all customers’ information to resolve issues quickly & confidently. Information such as previous customer interactions, order statuses & purchase histories, contracts & warranties are linked to the customer record, all within the application.