Support

INCREASE CUSTOMER SATISFACTION

Speed up your service using a unified solution for CRM and customer support. Improve satisfaction with customer data at your fingertips.

Quickly access support history

Information is key. All historic data is logged and visible in Gold-Vision accounts. Whether you have your customer on the phone or you are chatting with them via your webchat, you can easily access their account and find out if they have any outstanding support tickets.

Never drop support calls

Key support processes can be automated to reduce waiting times for customers. Automate emails to your customers when their support cases are being picked up, and when they are closed. Support tickets are automatically given a reference number, so any replies will be linked to the original support ticket. Receive alerts when high profile accounts raise support tickets so you can respond swiftly.

Integrate with LiveChat

Tie in your LiveChat with Gold-Vision so you can offer even better, faster support. View information about customers directly in your live chat window, add new contacts from chats and import transcripts. Your sales and support teams will be up-to-date on any new communications with new or existing customers.

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REDUCE TICKET TIME

Clear communication management allows you to spend time helping your customers, not wasting it on the admin.

Track & search customer exchanges

Customer interactions are automatically tracked in Gold-Vision and linked to support tickets. Customer service agents can use the powerful search tools to look through notes, live chat transcripts and emails in order to offer help faster. Communications are automatically synced with CRM through our integrations with Outlook, Exchange, Office 365, Gmail and LiveChat.

ALL INTEGRATIONS

Broadcast notes

Notes are easy to use and can be broadcast to your team to progress next steps efficiently. They can be used to alert account managers of their customers’ support queries. Notes also store valuable information about customers to help resolve future support tickets.

MANAGE HELPDESK PRODUCTIVITY

No matter how large your customer service department, it is important to track productivity and balance workload between your support agents or teams.

Reporting

Set up dashboards and charts per helpdesk team, per customer service agent or per customer. Create a clear overview of your agents’ productivity and set up charts to ensure that you evenly balance the workload between your team. Define targets for closed support tickets to help motivate your support agents.

Customer support that fits your business

Gold-Vision is highly customisable, and can be configured to fit your own support processes. Offering your team a tool they are already familiar with and terminology relevant to them, will benefit your helpdesk productivity greatly.

  • Create support tickets by type, service or product area. 
  • Set up teams for first and second responders and assign new support requests automatically.
  • Prioritise key customers or key issues so that critical matters are dealt with first.
  • Send reminders to your team when due dates on support tickets are approaching.

REPORT IN REAL TIME

Gold-Vision makes your data count with easy-to-use yet powerful reporting. Monitor your customer service helpdesk day to day.

Dashboards & alerting

Set targets for resolved customer service tickets per week or month and track in real time how your agents are performing. Compare your product launches or promotions with peaks in the volume of customer service queries, then use them to anticipate and plan for the future.

Priority management

High priority support requests stay at the top of your to-do list and are highlighted so they stay top of mind for your helpdesk. Automatically raise Gold-Vision alerts if support cases are open for an extended period of time, or alert managers via email for cases with a specific priority or a key customer.

“We find Gold-Vision CRM a vital tool for all our client facing operations – including
communications, technical support and account management.”

BRIAN MILLER, SALES & MARKETING DIRECTOR
WILDE ANALYSIS