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OLeap CRM
OLeap CRM Customer Support

Acquiring new customers is much more expensive than selling to existing ones. With OLeap CRM customer support, companies have the confidence that customer cases will be handled quickly and effectively. OLeap CR customer support centralizes customer service requests across channels to allow companies to manage inbound emails, diagnose bugs, share knowledge, and resolve customer issues. In addition, companies can defray customer support costs with the Customer Self-Service Portal.


Outcome


     Centrally manage and share all customer service issues

     Understand frequency of incidents to improve product quality

     Share information across individuals and teams

     Measure the responsiveness of customer support



OLeap CRM Customer Support includes the following:


     Trouble tickets


     Self-Service Portal



Trouble Tickets


Trouble Tickets are used to understand the grievances and troubles that your customers might have with your products. This help you to track all the complaints arising regarding your products and helps you understand the changes that are required to make your customers happy. The main features are:


Outcome


     Associate trouble tickets with accounts, contacts, products, and other modules to have a better visibility on the trouble tickets.

     Automatically update the status of tickets through E-mail.

     Create customer support statistics to help the managers to plan for a better customer support process.




Self-Service Portal


OLeap CRM Customer Self-Service Portal allows companies to provide self-service capabilities to customers and prospects for key marketing, sales and support activities. Customers can create cases, upload relevant information, search the knowledgebase, and track cases to resolution without ever having to pick up a phone. All cases automatically appear within the OLeap CRM Cases module.


Outcome


     Reduce the number of inbound support calls by offering a self-service environment.

     Expose support knowledge to customers through FAQs and Knowledgebase.

     Allow customers to update account information and manage newsletter subscriptions.