Workbooks Customer Services

What is Workbooks Customer Services?

Deliver exceptional customer service consistently.

• Manage cases, answer customer questions quickly and effectively
• Track activity history with a complete view of the customer
• Increase agent productivity while reducing administration by automating repetitive tasks
• Accurately assess your service level agreements (SLAs)
• Serve your customers the way they want to receive technical assistance

CRM CUSTOMER SERVICE CAPABILITIES

TICKETS AND CASE MANAGEMENT

Create cases automatically and set priorities. Assign tickets to individual users or groups (queues). Track all emails, notes, and activities in one place. Sync with Outlook, Exchange/Office365, or Google Apps.

IDENTIFY UNHAPPY CUSTOMERS

Categorize customers into 'Red/Amber/Green' so you know which customers are satisfied and which are 'at risk'. Use cases and reports to manage issues for a successful completion.

MEASURE YOUR SLAs

Track performance against Service Level Agreements (SLAs) in real time. Identify which cases are overdue or about to violate SLAs.

MANAGE AGENT WORKLOAD

See cases opened by agent. Easily assign cases to different teams or users. Manage workload and resource allocation. Monitor trends by day, week, year and identify seasonal peaks.

CASE ALLOCATION

Automatically route cases based on agent skills and knowledge to increase resolution speed and accuracy.

REPORTS AND PANELS

Maintain visibility into your agents' performance with reports and dashboards, and display them on a screen to guide behavior on a day-to-day business. Make key customer metrics visible to management for better decision making.

ADDRESS RECOMMENDED PROBLEMS

'Fatie and chop' your customer service data and gain insights into recurring issues. Use insight to deal with the source of problems.

CREATE A KNOWLEDGE BASE

Record common customer problems and solutions and create Knowledge Base cases, ensuring information is easy to find. Create email templates to ensure that communication is consistent.

MULTI-CHANNEL SUPPORT

Manage cases through an email inbox. Capture queries through a web form. Allow customers to log in to a web portal and manage cases online (self-service). Capture chat logs and integrate social media tools.

System requirements:

CPU: 1.8 GHz dual core processor

RAM: 2 GB

HDD / SSD: 50 GB of free space on the main drive

Operating system: Microsoft Windows 8 32-bit, Microsoft Windows 7 32-bit and Microsoft Windows Vista 32-bit

Resolution: 1024×768