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Customer Service Software
Increasingly companies are looking at their customer support organization as a source of competitive advantage. Providing consistent world-class service is a challenge. With the advent of the Internet, customers expect such service, 24 hours a day 7 days a week, across all channels including Web, Email, Chat and Telephone.

Soffront Customer Support solution provides the solution to step up to the expectations and address customer support challenges.

Soffront Customer Support solution comprises of the following products (*):

Soffront Customer Helpdesk 
Soffront Customer Helpdesk helps manage customer support tickets from submission to resolution. Create tickets and assign them to support reps automatically.

Define the support process you follow. Dynamically generate action buttons that guide customer support reps through the defined process. Know where every ticket stands in the resolution process and ensure no ticket slips through the cracks.

Access account and contact information related to the ticket. Send an electronic survey to measure customer satisfaction, when a ticket is closed.

Generate reports to measure CSR productivity and customer satisfaction. 

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Customer Support Manager Dashboard

Customer Support Agent Dashboard

Soffront Mobile Support
Soffront Mobile Support provides mobile access to real-time information to your support personnel. Powered by the Soffront Mobile family of products, it includes Soffront PDA, Soffront BlackBerry, Soffront Laptop and Soffront WAP (for WAP enabled cell phones). 

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Soffront BlackBerry

Soffront Knowledge Management for Customer Self Service
Soffront Knowledge Management for Customer Self Service provides a natural language self-service interface to customers and partners. Work collaboratively across multiple locations. Create solution articles, with pictures and attachments, using a WYSIWIG editor. Configure the knowledge creation process to match what you follow. Query the knowledgebase and add to it, while resolving a ticket using Soffront Customer Helpdesk.

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Soffront Knowledge Management

Soffront Customer Portal  
Soffront Customer Portal provides a web-based interface to submit tickets and check the status of pending tickets.

Configure the validation rules and the interface to match your needs. Create and assign the ticket automatically. Integrate the application in Soffront CRM Portal or your existing web site.

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Soffront Customer Portal

Soffront Email Response
Soffront Email Response helps you address the ever-increasing volume of email inquiries. Respond faster to email inquiries by analyzing the incoming email and automatically routing it to the right agents. Send an intelligent auto response, with the results from the knowledgebase query. Follow up with an electronic survey and close the ticket if the respondent is satisfied with the knowledgebase results.

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Convert Emails To Ticket

Soffront Analytics for Support
Get timely, fact-based insight into the entire support process.

Soffront dashboards offer instant snapshots of support key performance indicators (KPIs) including Agent Productivity, Support Response Time, Customer Survey Results, etc. 

Create reports easily without any technical know-how. With Soffront, business users can create custom tabular, detailed, trend, distribution or matrix reports.

You can create reports instantly using report designers that walk you through the required steps.

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Sample Reports

Soffront Defect Tracking
Soffront Defect Tracking is the defect-tracking tool used by the Testing and the Development team to work through the life cycle of a product defect. Configure the workflow for raising a bug, validating it, assigning it to a developer, closing it and re-opening it. Interface with source control applications and manage test cases.

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Soffront Business Rules for Customer Support
Soffront Business Rules for Customer Support is the business rules engine that runs 24X7 to monitor your business process. Define rules and take automatic actions when a rule is hit. For example, escalate a ‘low’ priority ticket to ‘high’ priority, if it has not been resolved for over 72 hours. Send an alert e-mail to the account manager if a ‘critical defect’ has not been resolved for over 24 hours.

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Soffront Customization Tools
Soffront Customization Tools help you customize Soffront CRM to match the way you work. Adapt Soffront CRM to match the way you work. Define the workflow for your support and defect resolution processes. Add fields and tables to capture all the information you want. Redesign the user interface and add new forms for the new data model. Do all this without any programming knowledge! Combined with the powerful configuration and individual personalization features, this powerful tool reduces your implementation time and minimizes the risk of failure. Preserve your investment in Soffront CRM. Adapt it to the changing business processes with your evolving business.

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(*) Each product has its price and must be purchased separately. Ask your representative for a quotation.

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