Robert Bentley .NET

Last week I changed the SynergyWorks support system to better serve our customers. We’ve ditched the helpdesk integrated with our customer management / portal system (WHMCS) and started to use Kayako eSupport.

Kayako has been nicely integrated with the portal (including loginshare) and will allow us to matter manage customer sales and support requests.

The most notable features include:

Live Chat for both sales and support departments.

Realtime view of website visitors with ability to offer live assistance.

Out of Hours notifications to staff based on ticket priority.

Support for replying to tickets from Windows Mobile (useful on the datafloor).

Staff Reply notifications: Staff recieve other staff members ticket replies in their inbox.

Ability for customers to have collegues CC’d into ticket replies

All the above should really help speed up our already well respected support process

We’ve also launched a news blog at: http://www.synergyworks.co.uk/portal/announcements.php - Details of any problems, outages or scheduled maintenance will be publically posted here.

This entry was posted on Monday, February 16th, 2009 at 10:12 pm and is filed under General. You can follow any responses to this entry through the RSS 2.0 feed. Responses are currently closed, but you can trackback from your own site.