Issue Management Software

Customer1 issue management software allows you to track and resolve customer support issues quickly and professionally across telephone, email and self-service channels. Ensure service level agreements are honoured by implementing issue-routing and escalation rules that reflect your business requirements.

An integrated knowledge base helps agents find the best solution for each issue. Issues that cannot be resolved on first interaction are escalated based on workflow management rules you define.  And the structured classification system ensures that issues are properly categorized, making detailed reporting and root-cause analysis easier to perform.

Benefits:

• Track and resolve customer issues easily and efficiently;
• Ensure service level agreements do not exceed time limits;
• Categorize issues for rich-reporting data and root-cause analysis.

Features:

• Multi-channel issue management through telephone, email and the self-service portal;
• Define issue escalation and routing processes to resolve issues faster;
• Capture details that are specific to your needs with user-defined fields;
• Agents and customers may attach files to issues for more detailed descriptions and reference;
• Complete history of activity for each customer and issue lets you track your issue resolution performance.