Customer Support Software

Soffront’s cloud customer support software helps you respond to cases faster, lower support costs, and improve customer satisfaction.

Create tickets from phone calls, web, and email and assign them to support reps automatically with our Customer Support Software. 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 support team’s productivity and customer satisfaction.

With Soffront, all customer information is easily available and organized. The software allows us to automatically track customer issues, quickly assign ownership, and easily escalate issues, if necessarily.

- Brian Talebzadeh, Information Technology Managing Partner, EPIC.

Define Your Support Process

Manage your customer support tickets from submission to resolution using our Customer Support Software. 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.

What’s included:

• Support process designer
• 360 degree customer screens
• Case assignment and routing rules
• Case escalation rules
• Case triaging rules

Soffront Self Service

Provide a natural language search interface to your customers and partners where they type in questions or use keyword/phrases with logical operators. Let your support reps add solution articles with pictures and attachments, using a WYSIWIG editor.

What’s included:

• Knowledge management
• Knowledge creation, approval, and routing
• Knowledge search

Soffront Customer Portal

Let your customers submit tickets and check the status of pending tickets from your website, twenty-four hours a day, seven days a week. CRM Portal …

What’s included:

• Case submission and management
• Document and file management
• Self-service knowledge base search
• Customer profile

Soffront Email Response

Address the ever-increasing volume of email inquiries with email response CRM. 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 knowledge base query. Follow up with an electronic survey and close the ticket if the respondent is satisfied with the knowledge base results.

What’s included:

• Email processing
• Email routing rules
• Automated replies

Soffront Analytics for Support

Get timely, fact-based insight into the entire support process for continuous improvement.

What’s included:

• Support dashboards for real-time analytics
• SLA, productivity, and performance reporting
• Report designer

Soffront Mobile CRM

Soffront Mobile Support provides mobile access to real-time information to your field support team.

Powered by the Soffront Mobile family of products, it includes Soffront BlackBerry, Soffront PDA, Soffront Laptop and Soffront WAP (for WAP enabled cell phones).

What’s included:

• Mobile access to critical cases, tasks and customers
• Support for all major mobile platforms