Key Features of Borg Service Desk

BorgSuite believes Customer relation means post-sales or service relationships with customers. Service Desk ensures repeated sales/service, Referral Sales, adding value with Brand equity, etc. BorgSuite service desk opens multichannel communication for customers to report issues related to any of the departments of the company whether Accounts, Sales, Stock, Human resources, Technical, etc based on the nature of the business.

Multi-Communication channels-

1. Online Ticketing System ( Ensures a High degree of customer satisfaction)
2. Chat ( Instant communication or Rapid Action Force)
3. Email communication channel.

Online Ticketing System:

Facilitates CEO / COO to set up departments with additional setup of help desk management. Tickets can be routed directly to either concerned departments set by the customer or can be assigned by the help desk to concerned departments. Finally, the ticket gets reported to the concerned team to reply with the most relevant reply to the customer within the stipulated time frame.

Ticket Management

It covers Ticket Monitoring, Ticket distribution, Ticket Priorities, Editing & deleting the ticket. Deletion rights are available with Master Admin only.

Ticket Monitoring

All tickets can be monitored by both customer & company with replied content & current status of the ticket ( Customer pending, Vendor pending, Progress, Assigned, Closed, etc). Email conversation in the ticket is also shared in the registered email ids of both the company & customer.

Ticket Distribution / Assignment

In the large customer base business, BorgSuite recommends having a central Managed help desk for the distribution of tickets to the concerned team but in the case of a small customer base, the Ticket can be assigned by any service user to another concerned user or department.

Ticket Escalation:

For Fast resolution of reported incidents must be solved asap by the concerned team or level-2 or Level-3 team which are a higher level of the same vertical.

SLA (Service Level Agreement):

SLA bounds each side (company & customer) to be accountable for appropriate action in the time defined in the SLA which ensures customer satisfaction & increases the level of trust/service security with the customer.

Ticket Priorities

They Can be named Critical Priority, High Priority, Medium Priority, or Very Low Priority. Priorities can be defined by the financial impact of an issue on the customer. For example – Critical means a heavy amount of financial loss is involved with this issue so this requires fast remedies to be applied by the enterprise.

If the right priority is not set by the customer, the same can be upgraded or downgraded by the company service user based on the financial impact on the business.

Ticket Reopen

If Company’s service team has provided an appropriate solution & Ticket is closed, the Customer always has the right to reopen the same ticket if the reply/resolution is not found satisfactory.

AMC Management

This is for IT or Product based companies(OEMs) that offer an Annual Maintenance Contract for the product or service. This section enables to addition of contracts with details such as start date, End Date, Contract details, Listing, Editing, Deleting, etc & managing them.

Auto Communication (Alerts & Notifications)

1. Email alerts of full ticket conversations are set to both customer's & company’s registered email id for the shake of records & notification.
2. Once a New ticket is opened, SMS alerts are sent to the company’s designated configured mobile number.
3. Once the ticket is closed by the company, the Customer is well informed instantly about the ticket closer by SMS.
4. SMS & Email alert is sent to both customer & company before the expiry of the contract to remind them of renewal of the same.

Don't forget to read Key Features of Task Management. 

Analytical Reports

Facilitates to Company’s Director, CEO, COO, or Business Head to analyze customer interaction trends, behavior, Service quality, Behavior of reported Issues, Quality of Service of concern teams, etc. which are an unavoidable part of decision-makers of the company.