EnterpriseWizard Customer Support
Customers have been using EnterpriseWizard's award winning Customer Support solution for over ten years, and its feature set was specially designed to enable superior support for complex products and services.
Built to enable external user access from the start, its permission structure offers superior security and fine-grained control, while support for multi-branded look and feel enables personalized support.
EnterpriseWizard Has Everything You Need
A robust feature set and preconfigured structure gives you everything you need to run a customer support operation from start to finish. By providing an integrated system that holds all relevant customer information, EnterpriseWizard gives your support technicians and managers all the details they need to resolve issues quickly and accurately and to turn your support operation into a profit center.
Improve Your Customer Experience
- The self-service portal and dynamic FAQ is available to your customers 24/7, giving customers immediate answers and enabling issues to be resolved without requiring any staff time.
- Integrated live chat is available for real-time communication with support staff, cutting telephone costs and allowing technicians to chat with multiple customers simultaneously.
- The fully customizable end user interface can be designed to fit seamlessly into your website, providing a rich and differentiated set of options appropriate to each customer.
- Distinct branding is easy with our look and feel wizard, providing a personalized experience for different sets of customers.
- Automated email notifications keep customers informed as the status of their support issues change, and hyperlinks in emails make it easy to update their cases with new information.
Improve Staff Efficiency and Reduce Response Times
- A dynamic library of standard solutions that can be used to answer new cases with the click of a button increases productivity and consistency.
- Automatic assignment and notifications keep technicians aware of customer updates, reassignments, and SLA deadlines so they can properly prioritize work.
- Workflow and business rules work together to direct technicians through the proper process, automating communications with customers and ensuring that issues don't fall through the cracks.
- Technicians can work the way they like to with a personalized home page showing the charts and records they need to work effectively. They can see all their assigned items in one place, and they can quickly create custom views, reports, and saved searches to display the essential information in the format they prefer.
Give Business Managers the Tools They Need
- Escalation rules ensure that managers are notified when their intervention is needed to meet SLA's.
- Graphical charts and reports provide insight into turnaround times, staff productivity and backlogs, while integrated customer surveys allow you to check the pulse of customer satisfaction ratings.
- Full auditability is provided through historical snap-shots that display the entire record as it existed at any point in the past, and configurable audit logs capture all events of interest.
- Single Sign-On and LDAP/MSAD authentication options eliminate user maintenance and duplication of data.
- API's for easy integration such as Web Services, REST API, and External System Adapters enable real-time integration with backend systems.
