Acquiring new customers is much more expensive than selling to existing ones. With Sugarcrm customer support, companies have the confidence that customer cases will be handled quickly and effectively. Sugarcrm customer support centralizes customer service requests across channels to allow companies to diagnose bugs, share knowledge, assign and escalate customer issues to resolution. Better customer support with Sugarcrm drives repeat sales and lasting customer relationships.
Impact
- 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
Case Management
Sugarcrm case management centralizes the service history of each customer, allowing for a detailed view of customer requests and responses. Case management metrics allow managers to monitor how cases are handled and to escalate issues to ensure customer satisfaction.
Impact
- Gain a complete view of customer service request history
- Escalate unresolved issues before they become large problems
- Monitor the effectiveness of case responses
Integrated Case and Account Management
Ensure sales and marketing understand the service status of each account to prevent surprises when calling upon the account.
Case Escalation
Route cases and their escalation status to the appropriate representatives to ensure timely resolution.
Case Metrics
Measure case metrics, including response time and customer satisfaction rates.
Bug Tracking
Effective service organizations resolve customer problems quickly and recycle feedback from customers into the next generation of product. With Sugarcrm bug tracking, companies gain a complete view of product problems, their frequency and the effort needed to resolve the problem. Sugarcrm bug tracking not only ensures that customer problems are solved, but that products are improved.
Impact
- Ensure all customer cases are managed based on priority, status and category
- Identify and prioritize customer problems
- Assign incidents to employees based on availability, expertise or account relationship
Bug Priority
Define the level of priority for any given incident. Assign higher proprieties for larger problems or more valuable customers.
Resolution Tracking
Track resolution times across accounts and representatives and define reminders to ensure bugs are handled quickly.
Bug Ranking
Rank bugs to inform main customer problems and to inform future product direction.
Knowledgebase
The Sugarcrm Knowledgebase helps customer support and engineering teams to better manage and share structured and unstructured information. Knowledgebase allows user to create frequently asked questions (FAQs), manage files, and search and rate content - all in an easy-to-use interface.
Impact
- Allows users to create searchable content through full-text search, tagging, categorization and approvals.
- Manages the content staging process so new material is reviewed by a manager who approves and posts the content.
- Includes authoring, posting, and rating of FAQs for internal and external viewing.
FAQs
Includes full support for the management of frequently asked questions (FAQs).
Wikified User Interface
Utilizes a Wiki-like user interface for managing simple, non-technical content, including posting, linking, editing and deleting content.
File Management
Allows user to create, store and tag files for sharing and retrieval.
Full-Text Search
Users can perform full text searches to find the information they need quickly.
User Ratings
Support for user's ratings on a 1 to 5 scale so users can rank and prioritize the most useful information.
Issue Escalation
Not all customers are created equal. Sugarcrm issue escalation makes sure people are allocated to solve the most important problems for your most important customers first.
Impact
- Escalate issues to individual users or teams
- Serve your best customer first by defining escalation based on account
- Measure how issues are resolved across individuals and teams
Issue Assignment
Present a consistent brand identity through HTML templates and design tools to ensure your best face is presented to customers
Team Escalation
Ensure certain incident categories are automatically routed to the right team for solution
Issue Monitoring
Monitor how issues are resolved in your organization and identify process improvements for issue priority and escalation definitions