Technical Support Management – En

Technical Support Program

Reinvent your help desk today. Optimal has everything you need to improve customer support in one place—manage tickets across multiple channels, automate processes, track SLAs, report reporting, and more.

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Optimal raises the bar for technical support by providing advanced tools such as customizable dashboards and real-time insights. These tools help support teams quickly identify issues, improve response times, and efficiently monitor performance. The system also offers the ability to manage tickets across multiple channels such as email and chat, making it easier to address issues without having to navigate between different platforms. These features enable high-quality customer service and effective customer satisfaction.

Multi-channel interactions

Optimal enhances multichannel interactions to simplify the technical support experience. By centralizing all interactions, the system allows the technical support team to track all cases without having to navigate between applications. Key features of the system include call pop-ups, which provide live notifications of incoming calls, as well as the ability to convert emails into support tickets. This integration makes it easier for teams to handle all channels efficiently and contributes to improved customer response and support quality.

Automate ticket allocation

Automating support ticket allocation in Optimal improves team efficiency and speeds up customer response. By setting allocation rules such as periodic allocation or load balancing, tickets are automatically allocated among team members based on the number of open tickets or fair distribution. This reduces manual burden and allows the team to focus on quickly resolving issues. Benefits include improved customer service, balanced task allocation across the team, and accurate performance reporting. Ultimately, this system helps provide faster and more accurate technical support.

Team distinction

Optimal enhances the excellence of technical support teams by improving collaboration and efficient ticket allocation. The system provides tools to automatically allocate tickets using rules such as “periodic allocation” or “load balancing,” ensuring efficient task allocation among team members. Optimal also provides ready-made reports to monitor team performance and analyze ticket traffic, helping improve team responsiveness and speed up issue resolution. Thanks to these features, the system contributes to providing high-quality technical support and increasing customer satisfaction.

Service Level Agreement

Service Level Agreements (SLAs) in Optimal help companies personalize the customer experience and ensure superior support services are delivered according to pre-defined expectations. By defining metrics such as response and resolution times, the team’s adherence to these standards can be tracked, and failure to meet them can be analyzed to improve performance. Optimal provides tools to monitor these agreements, allowing for process improvements, team training, and adjusting expectations as necessary, all of which contribute to a better customer experience and fostering long-term relationships.

Customer Portal

The Optimal customer portal is a tool that helps enhance the customer experience by providing complete transparency and enabling customers to track the status of their issues and correspond with the support team. The portal allows customers to open new sales orders, track shipments via delivery notifications, raise support tickets, and monitor the status of solutions provided. This portal improves communication between the company and customers, speeds up support processes, increases customer satisfaction, and contributes to overall business efficiency.

Knowledge base

The knowledge base in Optimal is a powerful tool for improving customer service and reducing the burden on support teams. By creating clear help articles and answers to frequently asked questions, customers can find solutions to their problems without having to contact support. This helps reduce ticket submissions and allows the support team to focus on more complex issues. It also empowers customers to resolve their issues themselves, improving their experience. Additionally, the knowledge base provides ongoing support available to customers 24/7.

Scheduling maintenance visits

Optimal offers a maintenance visit scheduling feature that helps organize maintenance visits efficiently. It enables you to avoid missed visits by setting precise times and recording visit details, such as the employee and work completed. It also allows you to collect customer feedback after each visit to improve service. The system also allows you to track these visits with a single click, facilitating maintenance management and improving collaboration between different teams.

Instant allocations

Optimal offers instant customization capabilities by adding custom fields and tailoring forms to business needs. New fields of multiple types can be added, and forms can be customized by modifying the order of fields or hiding them based on user roles. The system also allows the creation of custom print formats using HTML and Jinja to design documents and reports that match the company’s identity.

These customizations help improve efficiency, simplify the user experience, and increase the accuracy of information entered, enhancing overall system performance.

Multilingual program

Optimal supports multiple languages, allowing users to easily change the system interface language. Users can switch between languages in menus, forms, and reports, and can add custom translations if one isn’t available. Multilingual support improves communication, increases productivity, and makes the system flexible to meet the needs of businesses operating in multilingual markets.