CZ Helpdesk CRM provides a multi-channel platform to register any complaint or query with the central help desk of the enterprise using Voice Call, Email, SMS, Social Media, Chat or Bot. The system generates an automated ticket number and can automatically assign the ticket to departments or agents.
The CRM helps the enterprise to monitor all the queries and complaints proactively while making sure that none of the customer complaints goes unattended.
CZ Omni has the ability to bring context of the interactions to CZ CRM Helpdesk. So the agent can view the ticket details from the interactions with IVR or interaction with any channel. Voice Logs from CZ Contact Centre also gets tagged with the relevant ticket number. The context of the conversation will help the agents to provide quicker resolution and deliver better customer experience.
The application provides real time status of each ticket and its TAT for closure. Any delay beyond the standard TAT is escalated via Email or SMS to the relevant stakeholder as per the escalation matrix created by the administrator of the application.
CZ Helpdesk CRM provides a multi-channel platform to register any complaint or query with the central help desk of the enterprise using Voice Call, Email, SMS, Social Media, Chat or Bot. The system generates an automated ticket number and can automatically assign the ticket to departments or agents.
The CRM helps the enterprise to monitor all the queries and complaints proactively while making sure that none of the customer complaints goes unattended.
CZ Omni has the ability to bring context of the interactions to CZ CRM Helpdesk. So the agent can view the ticket details from the interactions with IVR or interaction with any channel. Voice Logs from CZ Contact Centre also gets tagged with the relevant ticket number. The context of the conversation will help the agents to provide quicker resolution and deliver better customer experience.
The application provides real time status of each ticket and its TAT for closure. Any delay beyond the standard TAT is escalated via Email or SMS to the relevant stakeholder as per the escalation matrix created by the administrator of the application.
CZ Helpdesk CRM provides a multi-channel platform to register any complaint or query with the central help desk of the enterprise using Voice Call, Email, SMS, Social Media, Chat or Bot. The system generates an automated ticket number and can automatically assign the ticket to departments or agents.
The CRM helps the enterprise to monitor all the queries and complaints proactively while making sure that none of the customer complaints goes unattended.
CZ Omni has the ability to bring context of the interactions to CZ CRM Helpdesk. So the agent can view the ticket details from the interactions with IVR or interaction with any channel. Voice Logs from CZ Contact Centre also gets tagged with the relevant ticket number. The context of the conversation will help the agents to provide quicker resolution and deliver better customer experience.
The application provides real time status of each ticket and its TAT for closure. Any delay beyond the standard TAT is escalated via Email or SMS to the relevant stakeholder as per the escalation matrix created by the administrator of the application.
CZ Helpdesk CRM is available over the cloud or can be installed on premise. The complete solution is web browser based and there is no need of installing any additional application on the agent device.
Escalation matrix can be customized as per the organization's need. The administrator can define the hierarchy of the escalation matrix and set the rules for escalation which should be followed in case of escalation. The escalation details can be communicated to the user via Email or SMS notification.
IVR, Email, SMS, Chat, Social Media can be plugged in easily to the ticketing system. CZ Case Management Software provides standard APIs to plug in to different communication channels to the ticketing system for notification and update.
Various user levels can be created with independent logins for different users with different roles. The administrator can define the modules which are active for the enterprise and the roles which can access these modules. The complete modular structure of the application makes it easy to maintain and manage for the administrator.
Generate real time and historical reporting for all trouble tickets. This Ticketing CRM helps in monitoring tickets, following SLA deadlines and agent performance. Focus on the metrics that matter to you.
Manage all support-related communications from multiple channels on a single platform. Handle support request from Voice Call, Email, SMS, Social Media, Chat or Bot and provide consistent customer experience.
C-Zentrix Helpdesk CRM is a case management/ticket management CRM. This CRM is designed to help businesses effectively manage their customer support and service operations.
C-Zentrix Helpdesk CRM Services provides your customer service team to manage all the customer issues. The key features include:
We recommend you to contact us for detailed information on this CRM service.
Helpdesk CRM plays a crucial role in ensuring customer satisfaction and enhancing overall business performance. Here are several reasons why Helpdesk CRM is important for your business:
Improved Customer Service: Helpdesk CRM software enables businesses to provide timely and efficient customer support. It centralizes customer inquiries, complaints, and requests, allowing support agents to respond quickly and effectively. By resolving issues promptly, businesses can enhance customer satisfaction, loyalty, and retention.
Streamlined Ticket Management: Helpdesk CRM Services provides ticket management capabilities, which allow businesses to organize and track customer issues effectively. Tickets can be categorized, prioritized, assigned to appropriate agents, and monitored for timely resolution. This streamlined process ensures that no customer concern goes unnoticed or unaddressed.
Enhanced Communication: CZ Helpdesk CRM software facilitates effective communication between support agents and customers. They provide a centralized platform where customers' issues can be managed and communicated within the team and customer.
CRM is popularly used for any software that manages customer relationships. Case Management Software (Helpdesk CRM) or Ticketing CRM and regular customer relationship management (CRM) software are both used by organizations to improve efficiency and manage their interactions with customers or clients. However, they have different focuses and functionalities.
Here are the key differences between case management software and CRM:
Purpose:
Case Management Software (Helpdesk CRM): It offers robust workflow management capabilities to handle complex case (or incidence) lifecycles. It enables users to define and automate case (tickets) workflows, assign tickets, set TAT, and track progress. It ensures that cases are efficiently managed, and all necessary steps are followed. In case the case (or ticket) breaches the set TAT as per the SLA, the ticket is then escalated to the next level as per the escalation matrix.
Regular CRM Services Software: It centers around customer data and relationship management. It captures and organizes customer information such as contact details, interactions, purchase history, preferences, and demographics. CRM Services software helps in understanding customer needs, improving engagement, and driving sales and marketing efforts.