Are you drowning in customer emails and support tickets? Are you struggling to keep up your customers’ needs? Do you wish you could improve customer satisfaction while at the same time reducing your support costs?
KronoDesk includes a powerful and flexible help desk ticketing system that can be quickly and easily tailored to meet your support needs. With support for custom fields and workflows you can create different support processes for your different products.
When customers have questions or issues with a product or system they need customer support. The decision of whether to buy your product or a competitor’s may be determined by the quality of the support they receive.
When customers arrive with a problem, question or enquiry, KronoDesk will direct them to relevant knowledge base articles, suggest helpful discussion threads and provide self-service solutions so that they can find a wide range of immediate solutions and suggestions.
For those enquiries that do not match an existing article or have not yet been discussed in a support forum, KronoDesk will direct the customer to log a help desk ticket. The system provides an easy-to-use help desk submission form that gathers the appropriate information to ensure a speedy resolution of the problem.
When used with SpiraTeam you can integrate your customer support into your software development lifecycle. Each KronoDesk ticket can generate new incidents in SpiraTeam so that customer requests can be seamlessly added to the affected SpiraTeam projects.
The following features should be part of any help desk ticketing system:
Being able to quickly and easily respond to customer tickets is a key feature of a help desk system, and KronoDesk is no exception. With KronoDesk, you can reply to customer issues with both public notes that can be seen by the customer and support agents, and also private ‘internal’ notes which can be useful when escalating a ticket to another support agent.
KronoDesk lets you easily attach files to the ticket, and its special templated response feature, lets support agents save time replying to common problems. This feature enables support agents to seamlessly reply with a pre-written knowledge base article and templated response that links to the article.
Customers will often require multiple users to be able to individually log support tickets, with the primary customer point of contact able to see all of the tickets from all users. KronoDesk comes with its powerful organizations feature that lets you group users into a common organization, with different roles for members of the organization.
The basic members of the organization can log and see only their own tickets, while the manager and supervisors user roles can see all of the tickets from the customer organization in a dedicator portal.
KronoDesk includes the ability to create customer support agent groups. This lets you group together support agents by product, team or escalation tier. This lets the support manager assign incoming tickets to specific teams that can handle different kinds of ticket.
All members of the support group will be able to see the assigned tickets, and can reply immediately, or assign the ticket to their own user if they want to follow up individually.
KronoDesk allows you to build a customized reporting dashboard featuring your frequently-used graphs, charts and reports:
In addition, KronoDesk can produce printable reports, documents and spreadsheets from the data in the system using the rich library of standard reports. The formats supported include MS-Word, MS-Excel, Adobe Acrobat PDF, HTML and XML.
Each report can be configured by users, with the option to include different elements, filter by any of the built-in or custom fields, and sort a variety of different options.
The top three reasons that our customers choose KronoDesk over other solutions are:
In addition, we provide superb technical support that ensures that enquiries and questions are dealt with in a timely and professional manner.
To learn more about KronoDesk software and how it can improve your customer help desk, please:
Questions? email or call us at +1 (202) 558-6885