Soffront’s cloud helpdesk software helps you respond to incidents on time, manage assets, and improve employee satisfaction.
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Helpdesk agents can view complete incident details along with employee and system information. Helpdesk managers can easily reassign incidents to other team members or groups to balance the workload and maximize overall team effectiveness.
Our selection team unanimously chose Soffront hosted CRM based on the product’s ease of navigation, reporting, time tracking, and configuration capabilities.
- Caleb Olthoff, CRM project leader, Absolute Performance.
Define Your Helpdesk Process
Setup a helpdesk process that keeps incidents on track to resolution and keeps employees focused. Use your own process or follow best practices. Dynamically generate action buttons that guide agents through the defined process.
What’s included:
- Helpdesk process designer
- 360 degree employee screens
- Incident assignment and routing rules
- Incident escalation rules
- Incident triaging rules
Soffront Asset Management
Manage your entire portfolio of assets including IT and fixed assets. Tag the asset; know where it is located and who is using it.
Keep track of key information like life expectancy, current value, maintenance dates and warranty/contracts.
What’s included:
- Asset repository
- Asset tracking
- Asset life cycle management
Soffront Employee 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 Employee Portal
Let your employee submit incidents online and check the status of pending incidents from your website, twenty-four hours a day, seven days a week.
What’s included:
- Incident submission and management
- Document and file management
- Self-service knowledge base search
- Employee profile
Soffront Email Response
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 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 helpdesk process for continuous improvement.
Helpdesk dashboards offer instant snapshots of support key performance indicators (KPIs) including Agent Productivity, Support Response Time, Ticket Ageing, Employee Survey Results, etc.
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 Incidents, assets, tasks and customers
- Support for all major mobile platforms
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