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Logicalware, a customer support solution for distributing emails

SERVE YOUR CUSTOMERS BETTER USING OUR HELPDESK

Customer Benefits
- Communicate with customers effectively
- Deliver the experience your customers deserve
Agent Benefits
- Assign tickets to specific agents
- Prioritise tickets to ensure service agreements are met
- Work together
Manager Benefits
- Discover More....
- Customise your Reports
- Manage Better....

Api

Our API provides all our customers with the capability to extend their helpdesk. From within your business applications you can directly interact with your helpdesk data to provide your staff with the information they really need to succeed.

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Report Builder

Everyone uses our helpdesk differently with everyone requiring different information from it as a result. Our report builder allows our customers to create and schedule their own reports. The information they require is captured for the period they want, it’s sent to whom they want, and it’s done at a time suitable to them.

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Email Management

Our email management tools are flexible enough to accommodate even the most specialised customer support set up. Utilising our tools will let you control and manage your enquiries leaving your staff free to engage with customers and provide that excellent level of service you are striving towards.

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Support

Our support hub is the place to go if you need help with your helpdesk but we’ve a range of support deliver methods including personal on-line demos to on-site visits. Our support team are on hand to answer your questions, get you started, and to make sure you get the most from your helpdesk.

We provide our customers with a powerful yet flexible email management helpdesk that is designed to facilitate the effective and efficient management of customer enquiries. Customer service teams are provided with the tools they need to allow them to focus solely on engaging with customers. Managers have complete access and visibility enabling them to control and report on customer service.

The efficiencies gained by the implementation of Mail Manager allowed Lands' End to reduce the total cost of handling customer emails by over 50%.

We are particularly impressed by the 'hold' feature, which effectively enables the customer service team to seek an answer the customer requires before a response is sent.
Giving us the ability to respond to emails quickly has benefited our service levels dramatically. We can ensure staff are focused on the quality of their responses.

The use of the system is now second nature to all and the only regrets are that we should have considered Logicalware years ago. Just looking at how our average response times are continuing to improve, all our figures for the year to date are better when compared to this month.
Logicalware's system has played a key role in transforming our email handling capability.

The cloud based system allows our teams to work collaboratively across multiple sites ensuring that all teams have visibility of the work streams and that workloads can be managed efficiently across different sites.
Logicalware has provided a very cost effective solution for play.com, allowing emails to be managed efficiently and effectively.
Logicalware is the only system we have found that enables us to manage mail queues for multiple brands, multiple countries and multiple languages.