STARDriver Help Desk
Our Help Desk solution includes 4 robust modules to support help desk agents, supervisors and senior management. It comes 80% out-of-the-box and requires only 20% configuration and customization, based on the individual needs of an organization.
- Automatic retreival of caller ID.
- Multiple search filters for easy retrieval of customer details.
- Creation and management of tickets at customer level.
- Automatic classification of priority based on ticket category.
- Automated notification to customers on ticket status.
- Systematic management of open, overdue and closed tickets.
- Ability to merge duplicate tickets.
- Auto conversion of e-mail and web enquiries into tickets.
- Built-in workflow to send tickets to other departments.
- Easily set and track SLAs by department.
- Easily set-up notifications and alerts on SLAs.
- Built-in sms and e-mail to send personalized communications to customers such as product brochures, ticket updates etc.
- Customized access to customer's historical transactions.
- Track ticket status by help desk reps.
- Ability to close tickets at supervisor level.
- Track SLAs by department for timely closure of tickets.
- Automated call recordings to track call quality.
- Track e-mail delivery logs.
- Manage users and permissions.
- Manage SLAs and notification templates.
- Manage customer communication templates.
- Access to a powerful dashboard with drill down filters by date range, outbound agent, products and services.
- Interactive reports that can be downloaded to Excel, CSV, PDF etc.
Log and track every customer enquiry!
A dream tool for call centres that is user-friendly, practical and delivers maximum operational efficiency.
Powerful cloud-based solution fully powered by Oracle.