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Which software best for customer service

By franken1 ·
Hi,

Is anyone using a good system (or good software for that matter) to track customer feedback/request/complaints? Somewhere between 20 and 50 times per day our customer service people get issues which are not orders or returns, but other kinds of things that need to be dealt with or at the very least logged. Currently there is a sort of mixed post-it and email structure for handling this that is ridiculous and dangerous. We need something consistent and electronic along the lines of our order-processing system.

Any advice or suggestions you could pass on to us would be much appreciated. We're a paper-catalog and now ecommerce merchant (clothing and imports), if that changes anything.

Thanks!

Frank

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Which software best for customer service

by vshipp In reply to Which software best for c ...

Check out a product called "Remedy" by a company called "Action Request"
Our call center handles 5,000 - 10,000 helpdesk calls a day and the product is excellent. It combines Call Tracking and reporting, trouble ticket assignment, Work order request, Inventory control, and has a biult in automated escallation clock to ensure that requests dont slip through the crack.
Here's the url

http://www.remedy.com/

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Which software best for customer service

by franken1 In reply to Which software best for c ...

The question was auto-closed by TechRepublic

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Which software best for customer service

by valenz In reply to Which software best for c ...

I know of something like this which should be tried of nothing else, considering. As a promotional thing, Portera is doing one free month of their Tracker. Portera does their software ASP, served across the web, so you don't have to install anything. This would seem to make it very easy to sample, which apparently is the point. I have read about it briefly at www.portera.com, but I was looking for something else at the time and so don't remember detailed feature info and things. It sounded neatthough.

Greg

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Which software best for customer service

by franken1 In reply to Which software best for c ...

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Which software best for customer service

by E.Rick In reply to Which software best for c ...

You might checkout product offerings from Onyx. Their focus is customer care or "front office" solutions. They have customer contact management software that covers your full range of interfaces with your customer base from sales to service. It may be more than you're looking for, but it might be worth checking out. All their offerings are web-enabled. Check them out at www.onyx.com

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Which software best for customer service

by franken1 In reply to Which software best for c ...

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Which software best for customer service

by scottlushing In reply to Which software best for c ...

Try looking at www.bungo.com
They have some great features and proprietary technology that can help you out.
I think the number there is 401-461-8022
It is worth your time to at least check out their services for free on their site.

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Which software best for customer service

by franken1 In reply to Which software best for c ...

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Which software best for customer service

by sfrers In reply to Which software best for c ...

I have demo'd a product from www.rightnowtech.com

It sounds like you need an easy tool for customers to use and your agents to follow up requests. It has some good categorization capabilities that allow you to look at trends by a number of pivotpoints. This product was designed for cust. service call centers.

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Which software best for customer service

by franken1 In reply to Which software best for c ...

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