Managing your Support Desk

Use Contact Activities to log calls

Use Contact activities for logging support calls.

Create reference numbers

This ensures customers have a reference number to hand and improves correspondence visibility.

Standardise Documentation

One click to create Word templates from the call.

Centralise Communication

View notes and emails in the 'recent' view in Activities. Add members to the Activity to share workloads.

Acknowledge calls

Automatically email the contact so they are assured that their call is being dealt with.

Escalate calls

If a case has not been updated for a specific period of time alert the Support Manager.

Measure Performance

Make your data count with powerful and highly visual real-time reporting.

Use LiveChat

Display Gold-Vision information about your customers straight in your LiveChat window, and create new Gold-Vision records from your chats.

Use Activities to log calls

Use Contact activities for logging support calls.

Configure your Contact Activity screen to meet your requirements. For example:

Make fields mandatory to ensure key information is captured.

Create dependant dropdowns to allow calls to be clearly defined.

See the Admin Helpsite for more information.

Create a Custom Item, which is then available on the New menu. This enables user to quickly log a Support Call (Contact Activity) with some fields already completed, for example Type = Support Issue

See the Admin Helpsite for more information.

Create reference numbers

When an Activity is saved a unique reference number can be generated, this ensures customers have a reference number to hand and improves correspondence visibility.

See your Administrator or our Admin Help Site for information on how to do this.

Standardise Documentation

One click to create Word templates from the call.

Create a word/PDF or email.

See your Administrator or our Admin Help Site for information on how to do this.

Centralise Communication

View notes and emails in the 'recent' view in Activities.

Adding Members:

For any Activity you have the option to add team members. You can view members and their team roles from the Navigation menu. The activity would then also appear on their 'to do' list, a useful tip if you need need colleagues to also work on your Activity.

Automatically send emails

By creating an On-Save alert you can automatically send an email to the contact so they are assured that their call is being dealt with.

For example: this email was sent when a Support Call was logged:

It includes the reference number in the subject line. Any replies will be linked to the Activity.

See your Administrator or our Admin Help Site for information on how to do this.

Escalate calls

If a case has not been updated for a specific period of time alert the Support Manager.

See your Administrator or our Admin Help Site for information on how to do this.

Measure Performance

Make your data count with powerful and highly visual real-time reporting.

This chart shows where the calls have come from this month:

This chart could be used to see the productivity of your support team - showing how many support calls they have closed per week:

Keep an eye on how many support calls are in progress, not started or waiting on customers:

Record number of calls per month and view over several years to see peaks and troughs, do you need seasonal staff to help your support team in busy months?

Find out more about Dashboards and Reporting

LiveChat

Display Gold-Vision information about your customers straight in your LiveChat window. Create a new Contact Activity. to record a support call, from your chats. Transcripts of the chat will be saved in Gold-Vision.

See more about how LiveChat integrates with Gold-Vision