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Customer Service Solution

By aaroncody ·
We are a growing company that has recently gone from one customer service rep to 3 customer service reps. We were recieving the bulk of our orders at one email address. Now I need 3 CS reps to be able to access the email that the orders come in on but that is presenting a few issues. They are struggling to keep informed on what actions the other rep took toward the email. For example if they replied to the customer or entered the orders, there is no easy way to identify that.

I am new to the retail world so I am not sure what the most appropriate solution would be so I would appreciate some input.

We are using MS Exchange 2010 on a local server and our ERP system(Navision 2009) is also on a local server.

Thanks for any and all input ahead of time.

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Multiple users of one database

by mjd420nova In reply to Customer Service Solution

The process should be in real time and if needed, each rep who views the entry should leave a status note to keep the file up to date.

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Customer service software by Helprace may fit the bill...

by vitaliy.verbenko In reply to Customer Service Solution

You can always use Gmail to do support - it's another free service, but it's not necessarily an improvement over your existing situation.

I think Helprace by Satisware ( ) may meet your needs for the following reasons:

1. It's free, 2. It features customizable SLA, ticket automations and filters for customizable views. 3. Flexible ticketing priorities, types and tags. 4. It's cloud-based with SSL security 5. knowledge base and community that are mobile-friendly for end-users.

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