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LiveTime Support Desk |
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Portals |
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Business Partners
LiveTime Support Desk provides
Business Partner access to
ensure that your customers
receive the most relevant and
efficient support to keep them
satisfied and confident in your
after-sales service
Business Partner user access
allows Partners to view all
their clients and their related
incidents in LiveTime Support
Desk.
Partner users can be included as
a member of your support staff.
This means, when escalation
layers are configured in
LiveTime Support Desk, internal
and external resources can be
used. For example, internal
support staff may provide level
one support, but if the problem
requires more specific product
knowledge it can be escalated to
the external business partner.
Service Level Agreement targets
are maintained despite incidents
being out-sourced as the highest
level of support can be provided
by the parent company. So should
an incident escalate back to the
internal support team because
the SLA deadline has been
breached, the parent company can
follow-up with the business
partner.
Throughout the lifecycle of an
incident, LiveTime tracks the
resources used to provide
support, so organizations and
business partners have a
complete picture of how support
requests are being managed. |
Management Access
LiveTime Support Desk provides
management access roles for
those not involved in direct
customer support, such as senior
management, sales and marketing.
Such high level access to the
support infrastructure provides
unique opportunities for
managing customer satisfaction
and driving increased customer
loyalty.
Managers can view and edit all
client details, and have read
only access to all incidents
raised by customers. This allows
members of other teams to
monitor the after sales service
provided, allowing them to
follow-up on an individual or
group basis, should a consistent
problem become apparent.
Full access to the Knowledge
Base allows all employees, no
matter what their role, to
centralized product and support
information. Therefore, sales
team members have the ability to
assist with customer issues as
part of their follow-up program,
before they are raised with the
Support Desk.
Forums provide an informal
platform across an organization
that can be used to discuss
issues or plan future
directions. For example, the
support team, research and
development team, business
development and sales
departments of a software
company can use forums to
discuss future product
directions.
The Reports functionality allows
managers to observe the customer
usage patterns to gain a
complete picture of each client.
This information can be used for
planning, when organizations are
trying to avoid re-occurring
issues. |
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