Call Us: 0800 009 3131
Call Us: 0800 009 3131
Logicalware has spent years working with some of the leading ecommerce companies, building knowledge and refining processing techniques so that the help desk can deal with simple information requests automatically. The advanced categorization of customer support requests enables us to automate responses and to accurately allocate requests to the appropriate user within your help desk.
Logicalware help desk solution helps you to automate your workflows depending on your needs. Each user can have their own account with settings set up by you. Have your customer communications and emails sent automatically to a group within your organization such as a department or individuals depending on your business processes and the message content it contains. Assign any message a priority or assign a ticket to a specific person. This process can be tailored to match any predefined workflows within your business, which will considerably decrease the time needed to respond to customer requests.
Get work done faster as you build work-lists and allow your users to prioritize based on what status each request is given. For example: High, medium and low. High priority emails could go to a supervisor or emails from a particular company could go to the company's account manager.
Email filtering allows administrators to create routing rules for all messages which arrive in your help desk. Automated email filtering allows inbound communications to be routed to the appropriate inbox, assigned the appropriate priority, category, and response target time or spam status by the email filtering service
An email account can be assigned to a group of users where all incoming messages will be shared around the members of the group in turn. For example messages coming through sales@example.com will be distributed within the sales team. An email account can also be assigned to a queue were all incoming messages will be left unallocated in the queue until a user picks a message from the queue to deal with.
Email filtering can be based on a number of criteria including the ‘To’ address, ‘From’ address, ‘CC’ address, subject or the message body. By taking advantage of email content filtering routing rules, your help desk can send messages to the right user or assign messages the correct email priority depending on the level of importance, category, and response target time without a users involvement. You can customize Logicalwares email filtering services to your requirements, such as controlling the order that the filters are applied. This is useful if there are large numbers of email content filters defined.
Whilst Logicalware enables you to save time, process customers requests efficiently and effectively, it is also an answer to the growing and demanding need for a streamlined communications with customers. Operational benefits include increase in sales, inquiry conversion rates, improvements in customer service and retention and a reduction in sales and support costs.
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