A listing of all the cases within an Account ensures all your customer facing personnel have easy access to any case status and are better prepared when they engage with a customer. Cases provides an easy view of all the requests and responses between your customer and your organization.
Gain better insights into the performance of your customer satisfaction and support teams.Measure Case metrics, including response time and customer satisfaction rates. Monitor how issues are resolved in your organization. Identify process improvements for setting Case priorities, escalation definitions and resolutions.
Define the priority level for each case and rank product defects for faster attention. Route Cases and their escalation status to the appropriate customer support agents and ensure timely resolution. Track resolution times across accounts and agents. Create reminders to ensure bugs are handled quickly and ensure greater customer satisfaction.
Knowledge Base enables your teams to create, maintain, and publish articles. Share custom business and product information through an easy-to-use interface. Easily transfer details from a support case record to create a knowledge base article Leverage all your created Knowledge Base articles for internal reference or publish externally for your customers to access via the NeoCRM Self-Service Portal.
Knowledge Base gives you a purpose-designed user interface for managing simple, non-technical content. Easily post, link, edit and delete content. Manage the content staging process – new material can be reviewed by a manager who approves and posts the content.
Knowledge Base module contains a number of stock fields which come out-of-the-box with NeoCRM. The default fields can be leveraged differently to best meet your organization’s needs.
Customers can create cases, upload relevant information, search the knowledge base, and track cases to resolution without ever having to pick up a phone.
All cases automatically appear within the NeoCRM Cases module. The self-service portal allows individuals to easily update their contact information and opt-out of newsletter subscriptions.
Expose support knowledge to customers through FAQs and knowledge base. Reduce the number of inbound support calls by offering a self-service environment.