Benefits for your Customers
- Your customers are always kept informed
throughout the duration of the call, through the use of email
notifications or by using the Client Access Portal.
- Customers can easily log a call via email or
by using the Client Access Portal.
- No client software is needed! With their web
browser they can log in and check the status of their calls, log new
calls, or search the Knowledge Base.
- versaSRS HelpDesk automatically completes the
Client Details components of the call and completes most of the form for
them.
- Unique call numbers are assigned to each call
for complete referencing.
- Customers can re-open closed calls. This
option can be turned off by use of system settings.
- Customers can quickly and easily search and
browse the Knowledge Base to find answers to common issues, allowing for
complete self service, and possibly removing the need to log a call to
the help desk.
- File attachments can be attached to calls.
- Customers can use a PDA or Smartphone to log
calls*.
Benefits for your Technicians*
- Technicians are emailed when a new call has
been added to the help desk, &/or when assigned to them.
- Incoming calls via email, or manually logged
calls, can be automatically assigned to a System Operator.
- Priorities, which drive due dates, can be set
to reflect your needs.
- Technicians can quickly and easily log a call
using Pre-defined Call Templates.
- Technicians can quickly and easily attach
Custom Created Forms to a call, to capture additional business related
information.
- Technicians can quickly and easily create
Tasks/Work Orders against a call using pre-defined Templates.
- Full audit log capabilities, ensuring that
every change, update or task against a call is logged.
- Calls can easily be re-assigned to different
Technicians throughout the workflow of the call.
- Calls can be searched and reported against
quickly and easily.
- Closing or modifying a call can launch an
email update to the customer automatically, informing them of the
change.
- Calls that are closed are Date, Time and
System Operator stamped for audit history recording and reporting.
- All correspondence between Technicians and
customers is easily viewed allowing all Technicians across your company
to view the workflow of the call.
- Call History view allows for full viewing of
the complete call details in one concise view.
- Call solutions can easily be converted to
Knowledge Base articles.
- Searchable Knowledge Base tool allowing
Technicians to draw from a library of authored articles, FAQ's or common
answers to issues, which can then be directly pasted into email
correspondence to the customer or recorded against the call.
- Calls are listed and displayed visually using
colors to allow Technicians the ability to see which calls are
approaching due dates.
- Technicians can log into the system from
anywhere in the world through the web browser.
- Ability to apply Keys/Categories to calls for
easy call logging and to help narrow down the problem.
- "MY Calls" view allows Technicians to view
calls that they are responsible for.
- Time Worked & Billing tracking recordable
against each call, allowing for reporting and invoicing customers as
required.
- Technicians can use a PDA or Smartphone to log
& manage calls*
Benefits for your Company
- Single Centralized Repository for all your
Help Desk and Customer information, all in one place - keeping your
business organized.
- Don't have a Document Management System? -
versaSRS HelpDesk includes a DMS out-of-the-box.
- versaSRS HelpDesk will increase your level of
customer support and therefore customer satisfaction.
- versaSRS HelpDesk contains all the abilities
and modules you would expect of an Enterprise Level Solution, without
the Huge Price Tag.
- versaSRS HelpDesk has fantastic ROI, meaning
that it will pay for itself in no time as you will be keeping your
customers happy, and you'll gain more customers.
- Allows you to hire remote technicians as they
do not need to be onsite and call log in from anywhere in the world.
- Completely automates a majority of the email
process, allowing your Technicians the time to actually resolve problems
quicker and more efficiently.
- Greatly reduces unnecessary incoming calls -
your customers will have the tools to help them self-serve and find
their answers using the Client Access Portal.
- Effectively report on all outcomes of your
Technicians as well as the operations as a whole.
- Allows you to sell help desk requests and
services in quantities by utilization of in-built Billing and Time
tracking modules.
- Fast and Easy to Install and Implement -
installed only on the Server, therefore no roll-out required across your
workforce.
- Viewing of calls/issues/cases only by those
staff that have been given access rights, therefore providing security
and confidentiality.
- With versaSRS HelpDesk's intuitive design and
usability, no expensive training is needed for your company.
- Saves your company Time and Money.
- Improves the level of Staff Control.
- Ease of Access 24/7.
- Helps reduce Customer Support Costs
considerably.
- Increases User Satisfaction.
- Build a Corporate Knowledge Base allowing for
Customer Self-Service.
- Improve Communication Between Your Company and
Your Customer and/or Employees.
* Conditions Apply. Available Features and Modules are dependent on which
Edition of versaSRS HelpDesk is installed.
To compare versaSRS HelpDesk Editions, please read the
Edition Comparison.