Web based Customer Support Software
Escon SupportPortal is online customer service and support software that combines support Ticket Management (web and email based), Knowledge Base solution, User Forum, Live Support, Downloads and News management.
Multi-channel interaction for multiple customers plays a key role for overall control and management of the user centric web sites and site visitors’ collaboration. For companies with multiple employees and multiple customers, a rock-solid customer support system is the cornerstone of the business.
SupportPortal improves collaboration, communication, and processes between your support team, marketing or sales forces within your company and your customers.
Key features of SupportPortal include:
- Built on light-weight PHP/AJAX platform
- Integrated Live Chat and User Forum
- Advanced SLA management, escalation rules and work schedules
- Windows liveAlert Client
- Instant Setup with simplified Configuration
- LDAP/Active Directory integration
- Automatic notifications and E-mail templates
- Full integration into a Web site
- Language localization
- IMAP support
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Reduce the volume of support calls and improve customer satisfaction through a self-service help desk ticketing system.
Takes issue and request management to the next level, and efficiently track, route and resolve tickets with lifecycle management package. It makes quick and easy to capture data about an issue, but with a host of powerful features that allow you to use that data. Queues allow for tickets to be routed to the best available person or group of people. Dashboards and reporting allow you to keep track of how a thing are going, and lets management stay in the loop.
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Chat Online with your customers and provide Live Support.
Gives customers answers to their questions on the spot in real-time. You can make a positive personal impression on your site visitors, in order to cultivate leads and increase resolution. Website administrator is able to monitor all the operator's activity, in regards to if they are online and engage in a chat request. Full listing of all the current chat sessions that are taking place are visible to operators.
More ... Enhance user-to-user interaction, hold discussions and posting content in a flat forum messaging.
User forum is fully integrated with SupportPortal and allows fully searchable threads, categories and messages through search engine and track and display messages that have not yet been read by the current user. Site administrator is able to fully administer user forum: create topics and categories, set permissions for users and specialists depending on user roles, create categories and set permissions depending on customer's typical interests, products or services.
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Document your best practices and solutions to common problems in an online knowledge base.
Acts as an effective knowledge sharing medium, boosting support productivity by leveraging collective knowledge and assists in effective knowledge management. Allows you to document best practices and solutions to common problems in an online knowledge base. Using the searchable knowledge base, both the support stuff and the end users can search for solutions to common problems.
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Publish news and announcements about your products and services to target audiences.
Keep your customers satisfied and informed through simple yet powerful Newsletter and Announcements Management system. Publish news and announcements about products and services to target audiences. Send formatted news to their email inbox, or simple alerts available as they login to service solution.
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Make your new products, versions, updates, and documentation available to your customers at any time.
Filter the content your customer is able to view on your service solution based on the products they have purchased and save time managing document distribution. Leverage all of those products and white by indexing them and making them available 24x7.
More ... These benefits come with all core features comes from integration with your intranet or with the web site: User Management, advanced Control Panel, Add-Ins modules, API functions, and more. View Screenshots