Deliver Consistently Exceptional Customer Support
Manage, track and report on customer queries, faults and service provisioning. Avoid frustrated customers and longer-than-required response times. Deliver consistently exceptional customer support.
Assign, Resolve and Move On
Assign, resolve and win a satisfied customer on every query with SOLID Customer Support.
Staff manage tickets through their individual ticket centres and can see both:
- Tickets tasked directly to them
- Tickets tasked to anyone with their job role or responsibility
Tickets can be claimed, actioned and reassigned accordingly.
And since every support conversation and action is logged inside the customer’s ticket, you know who else from your team has been working on it, and what they said.
Track What Needs your Attention, Now.
Prioritise which support tickets need your attention now, and which ones can wait.
Manage and track the progress of a support ticket from it’s opening to resolution using your ticket inbox and automatic notifications.
Your ticket inbox is your home on SOLID where you have a clear view of every work item that’s assigned to you, and which functional area it’s from.
Automatic notifications let you see when an action is required either by you, or by someone else with your role or responsibility.
Get the Insights you Need
Real-time reporting tools let you dig into the details and easily find the information you’re looking for.
- How many and which tickets are currently unresolved
- The progress made on unresolved tickets
- How long a ticket has been open for
- Age analysis on unresolved tickets
- Average resolution times
- Level of performance by agent or team