Customer Service and Support

Deliver World-Class Customer Service

Customers are your lifeline, which is why you need to respond immediately when they call for service. Commence provides service representatives with immediate access to client records enabling them to capture, track and manage all service related activity and respond quickly and efficiently to customer inquiries. A knowledgebase, frequently asked questions (FAQ) and ticket management is complemented by a web based customer portal that will help your staff to deliver the personalized service that drives customer loyalty.

  • Access and update customer service records
  • Manage support and maintenance contracts
  • Track and manage service tickets
  • Knowledgebase provides access to product & service information
  • Customer portal improves overall customer experience
Commence CRM  Video - CRM Accounts and Contacts Video

Core features:

1
Service ticket managementCreate, track, escalate and resolve customer service requests
2
Resolve service requests quickly and efficientlyManage case activity across multiple departments and divisions
3
Integrated knowledge management Ensure consistent customer responses while lowering training cost
4
Increase cross sell opportunitiesIntroduce new products and services while delivering world-class customer service
5
Measure the effectiveness of your staffReal time customer support dashboard measures staff productivity
6
Improve service effectivenessCustomer portal with analytical reporting provides number of active tickets, how long they have been open and if they have been escalated

CRM Customer Support Video

Benefits:

Commence CRM will enable you to reduce customer waiting time by providing your service staff with instant access to a customer’s profile and service call history. Eliminate missing or undocumented calls. Automatically generate service tickets and dispatch a remote technician. With Commence CRM you will delight your customers with world class customer service.