Customer Service Management

Registering a customer request

SymVolli’s Process Builder allows total customisation of any process in order to suit your organisation’s processes, which will help the customer service representative manage the request from when the client registers it until it has been closed. SymVolli will show you where each of the customer requests are in with regard to being resolved and where action is needed before it becomes an issue. This is all because SymVolli takes a snapshot of what is happening within the process every time your customer service representative updates the system.

Building a Knowledge Base of experience

You can define that parts of the customer service qualification profile are to be included in the knowledgebase so that when responses are added to a particular section of the profile they are automatically included in the Knowledge Base and can be used by all in trying to solve similar situations. Items can be tagged so that they can be retrieved by carrying out searches within the Knowledge Base.

Reporting on issues

You can view a summary or detailed report of the customer issues covering who reported it, who is dealing with it, how long it has been open, why it was closed, what was the solution, etc