Wizard Systems

Streamline Customer Support with Freshdesk's Omnichannel Solution

In today's digital age, customers expect seamless support experiences across various platforms and channels. Freshdesk's customer support solution recognizes this need and offers a powerful omnichannel approach, enabling businesses to provide exceptional customer service no matter where their customers reach out.

Unifying Customer Interactions
Freshdesk's omnichannel capabilities consolidate customer interactions from multiple touchpoints into a single, unified interface. This centralized approach ensures that no inquiry goes unnoticed, and agents have a comprehensive view of each customer's journey, providing context for more personalized and efficient support.

Seamless Communication Across Channels
With Freshdesk, businesses can effortlessly integrate and manage customer communications across a wide range of channels, including:

1. Email: Customers can reach out via email, and Freshdesk's intelligent routing system ensures that their inquiries are promptly assigned to the appropriate agent or team.

2. Web Chat: Freshdesk's web chat feature allows businesses to offer real-time assistance directly on their website, providing customers with an immediate and convenient support experience.

3. Social Media: Freshdesk enables businesses to monitor and respond to customer inquiries on popular social media platforms like Facebook, Twitter, and Instagram, ensuring that no conversation falls through the cracks.

4. Messaging Apps: With support for messaging apps like WhatsApp and Facebook Messenger, Freshdesk empowers businesses to meet customers where they are, offering convenient and familiar communication channels.

5. Phone: Freshdesk's telephony integration ensures that phone interactions are seamlessly integrated into the omnichannel support workflow, providing agents with a complete customer history and context.

Efficient Collaboration and Automation
Freshdesk's omnichannel solution is designed to foster efficient collaboration among support teams. Agents can easily transfer conversations across channels, assign tasks, and leverage automation rules to streamline workflows, ensuring that customer inquiries are handled promptly and consistently.

Comprehensive Reporting and Analytics
With Freshdesk's robust reporting and analytics capabilities, businesses can gain valuable insights into customer interactions across all channels. This data-driven approach enables businesses to identify areas for improvement, optimize support processes, and consistently deliver exceptional customer experiences.

By embracing Freshdesk's omnichannel customer support solution, businesses can elevate their customer service game, providing a seamless and consistent experience across all touchpoints. With streamlined communication, efficient collaboration, and actionable insights, companies can build stronger customer relationships and drive long-term success.

Centralised Knowledge for Enhanced Customer Service - Webinar 27th October

 

GoldMine CRM Users, join us on our next event to discover how the Knowledgebase feature can be used for customer support.  Event is Friday 27th October at 2pm London time.

Register here

Here are a few ways the GoldMine CRM Knowledgebase feature can help GoldMine users provide better service and support to their customers:

• Creating a repository of solutions to common issues and questions that users can search to find answers quickly instead of having to escalate issues. This improves first call resolution rates.
• Allowing users to attach relevant knowledgebase articles to customer cases so they have the information they need to resolve issues faster.
• Using the knowledgebase to standardize responses and solutions so all customers receive consistent and accurate information.
• Enabling self-service for customers by providing a public-facing knowledgebase portal they can search for answers before contacting support. This reduces case volume.
• Documenting processes, policies, product information and other content that is frequently needed by customer service agents. This helps ensure they have access to the right information.
• Identifying common issues or gaps in information based on knowledgebase usage trends and creating new articles to fill those gaps proactively.
• Linking related knowledgebase articles together so users can easily find all relevant information on a particular topic.
• Allowing agents to provide feedback on existing articles to improve them over time.
• Using knowledgebase article tagging and categorization to optimize search and make it easier for agents to find relevant content.

The key benefit is providing a centralized knowledge base that makes it faster and easier for agents to find the right information to resolve customer issues accurately and efficiently. This improves customer satisfaction as well as employee productivity

How to create a Customer Portal linked to your CRM system

With many cloud or web enabled CRM solutions it's possible to 'open' out part of your system (in a VERY secure way) to other individuals or organisations you partner with or sell to.  This is especially true of a couple of CRM systems we supply, Sage CRM and Workbooks CRM.

So with Workbooks CRM it's possible to setup one or may portals.  These portals will have the same look and feel as your corporate website (logo, colour schemes etc...) and are ideal to help you share information with your customers for things such as 

• Event Registration
• Members Only Portal
• Warranty Registration
• Service Centre

What's more, notifications can be setup to alert you to new registrations, keeping key personnel in the loop.  And everything can be tracked back in your CRM database and all kept very secure.  Wizard Systems provide training and support to allow you to setup your own customer portals.  Contact us for details.

 

The benefits of upgrading from Sage CRM Standard to Sage CRM Advanced

If you're on Sage CRM Standard you always have the opportunity to upgrade to Sage CRM Advanced which offers you even more ways to support your growing business.

The added Benefits of Sage CRM Advanced:

·         The Full Customer Services Module & Web Self Service Toolkit makes it easy for you to

o   Retain existing customers
o   Provide a consistent experience to every customer
o   Improve the quality of your customer support

·         iPhone Application

o   According to Gartner, by 2016 two-thirds of the workforce will own a smartphone, and 40 percent of the workforce will be mobile. Change is a challenge for every business but with mobile CRM, you can work from anywhere, today.

 

·         Marketing Campaign Management
 
o   Manage a marketing campaign across multiple channels
o   Track new leads and sales opportunities
o   Use powerful campaign reports to improve you next campaign

Here's a couple of PDF files to download and read more about iPhone integration and tracking customer support activity with Sage CRM...

Download Sage CRM iPhone App

Download Sage CRM Customer Service Datasheet

Contact Wizard Systems for some great upgrade offers.

 

Workbooks CRM - New Customer Portal option released

Workbooks has a new 'Portal' add on module allowing your customers to access in real time, parts of your CRM system and data.  Here's a short video on the options, and please contact us at Wizard Systems for more information on Workbooks or it's Portal option.

 

 

UK Saleslogix users worried about support of their CRM system?

You might have heard of Sage's recent announcement to sell off ACT! and Saleslogix to a US partner.
 
If you're a Saleslogix user and need to reconsider your CRM systems, we at Wizard Systems would be pleased to work with you.
 
We have 20 years experience of implementing CRM solutions and are partners for Sage CRM (Sage have not sold off their CRM product), Workbooks CRM and NetSuite.  Capabilities include:
 
- Modern solutions with innovative technologies
- Can be 100% Cloud or Web enabled
- Many mobile access options
- Great integration to back office systems
- Easy migration of data
- Vendors' Offices are in the UK
 
If you would like an informal chat about alternative CRM solutions, please give us a call. 

 

Wizard Systems announce release of HEAT 9.6 Service & Support Solution

HEAT 9.6 Release Delivers Major Enhancements Including Mobile Field Support and a Web-Based Managers Monitor
 
"Field service reps need access to ITSM applications from wherever they are at whatever time a support issue arises," said Dennis Callaghan, senior enterprise software analyst at 451Research. "Delivering this anytime, anywhere help desk access to end users can quickly and efficiently reduce mean time to resolution. FrontRange remains an innovative player in the IT service management market, with products that meet market needs and match the latest end user trends."

HEAT Mobile Field Service

HEAT Mobile Field Service provides a powerful mobile interface for iPhone and iPad devices, offering access to relevant assignments, assets, incidents, customer data and data-logging functionality. This provides agents in the field complete service desk functionality resulting in streamlined workflows and faster reported time to resolution. With the immediate access to the information, service agents become more agile and can respond to inquiries faster. HEAT Mobile Field Service also supports instant data logging which means service calls are logged as they occur. Consequently, incident reports are more accurate and complete, providing support personnel credit for every service call they close.

Faster service delivery is another benefit of HEAT Mobile Field Service. Because service calls start sooner, incidents are resolved faster allowing support teams to meet the most aggressive service expectations and service level agreements.

HEAT Managers Monitor

HEAT Mangers Monitor is a web-based dashboard reporting tool that delivers at-a-glance insights into the health and performance of the service desk. This new functionality provides managers and executives with anytime, anywhere access to role-based, specific information, using a multitude of browsers. The interactive, threshold-based dashboards also allow managers to monitor performance indicators as well as perform basic analytical tasks by drilling down into the underlying HEAT data. The simple drag and drop user interface for customizing and creating dashboards also allows end users to quickly construct their own reports.

"FrontRange is committed to continuing to deliver world-class help desk solutions to our customers and prospects as well as providing them with a seamless migration up the service management Maturity Curve," said Udo Waibel, chief technology officer at FrontRange. "We are excited to deliver the most advanced solutions to the market and provide our customers with the solutions needed to stay on top of current trends and market standards. Mobile Field Service allows technicians to take the office with them wherever they go transforming the IT service delivery model,”

HEAT Help Desk 9.6 is now generally available. For more information contact Wizard Systems.

 

HEAT Service & Support software version 9.5.4 released with improved product stability and quality

The Wizard Systems HEAT team is pleased to announce the release of HEAT 9.5.4.

As with all HEAT service packs, the biggest driver for HEAT 9.5.4 is product quality. This release contains over 40 fixed issues for improved product stability and quality in areas such as HEAT Self- Service, HEAT Messaging Center and other key product areas. For a more detailed description of the improvements made HEAT 9.5.4, Wizard Systems have a comprehensive document covering what's in this release and how to install it.

If you have any questions regarding this release, or would like us to install HEAT for you, or anything HEAT related please contact Wizard Systems on 01454 316800.

 

How to manage your Service Level Agreements and keep your customers happy!

Service level Agreements are common practice in many service operations now, as a contracted agreement between you and your customer on an expected level of service, response or fix to a problem.

It's therefore critical to ensure any system you use for tracking customer service complies with this and is able to automatically track your SLAs and manage potential up and coming breaches of SLAs, so you are able to respond to the customer and escalate the issue as necessary within your organisation.

HEAT's Business Process Automation module from Wizard Systems, allows help desks and customer service centres to create Business Rules that are then monitored by the system 24 x 7.

Rules could be created relating to the customer (e.g. all calls from this type of customer must be responded to within 2 working hours) or an asset your company is supporting at the customer site (e.g. Any fault with the Customer's Packing Machine must be fixed within 4 working hours).

Escalated Calls can be updated automatically (maybe their priority changes for example) and automated emails can be sent to other users where you need to get a more experienced colleague involved.

HEAT also has a concept of 'hours of operation' - so if you work 9 til 5.30 for example, a call being logged at 4.30 pm one day will not breach it's 2 hour SLA until the following day at 10am.

For more information on how HEAT can manage your SLAs with your customers to ensure you keep within your customer contracts, contact Wizard Systems on 01454 316800.

Remember, a speedy response and an effective solution are characteristics customers value most in a support relationship.

 
 

Building a customer focused culture with Sage #CRM

Delivering an outstanding customer experience is key, and can no longer purely be seen as the domain of front line staff. Everyone within your organisation has a role to play and CRM can help make sure that you have joined up thinking across the enterprise when it comes to managing your customers.

To create an environment in which you can more easily develop long term relationships with your customers, the first step is to make sure that every interaction every customer has with you fulfils or, even better exceeds their expectations.

To do this, all your processes and information need to be shared much more widely than they might have been in the past. Everyone who needs it needs to be given access to customer information, whether they work in marketing, sales or service, production or shipping.

A solution like Sage CRM can help you to create a unified view of your customers for the front office, but on its own this won’t provide the whole business with a true 360o view. To achieve this, your CRM system must be able to talk to back office applications. This will give front line staff easy access to financial and transactional data not normally held in CRM, such as invoice, sales, and payment histories. Ideally this should be made possible without your staff having to log in and out of multiple systems, which can too easily lead to confusion and errors. So a CRM solution that can integrate with back office like Sage is a must.

But integration isn’t all one way. It’s also essential to create straight through processing, where, for example, quotes generated in CRM can be based on up to the minute pricing pulled directly from ERP. Being able to then convert these quotes into orders at the press of a button will create a fast, seamless, and error free, customer experience. Your front line staff will also benefit since they will be able to access and pick inventory via their CRM solution, ensuring that they can make, and keep, promises to your customers.

The more sophisticated CRM solutions like Sage CRM, will simplify this process through web services APIs, which provide a standards based, flexible, and cost effective approach to enterprise application integration.

Ensuring that customer data is shared around your organisation and that processes run from one end of your business to the other can help you to adapt to what customers want. Ultimately CRM can help to coordinate your business internally as well as through the multiple channels through which your customers can now interact with you.

By putting your customers at the centre of the whole value chain, you can ensure consistent end to end case management. Everyone will know the role they have to play and have easy access to the information they need, wherever and whoever they are.

For more information on how Sage CRM can benefit your organisation by sharing information and being customer focused, contact Wizard Systems on 01454 316800.