The ServiceTraq CSR console is designed
to give CSRs an overall view of what is happening at any time.
Pending issues are displayed in order of priority, and getting
to customer or case data is very quick and easy.
When the customer creates a case, the mundane questions are
handled automatically by the system, saving as much as 15
to 20 minutes of CSR time per case.
Case history (messages, phone logs, chat logs, etc.) is all
saved to the case record (tied to the customer), and ordered
chronologically, so it is very easy to review.
When cases are transferred to new CSRs, or another CSR must
borrow a case, the second CSR can come up to speed
very quickly with no repetition.
The intelligent knowledge base helps filter out many service
requests that would otherwise take up CSR time.
Cases are routed to CSRs by their area of expertise; ending
wasted time by analyzing and transferring unrelated cases.
Messaging is handled internally, so no time is wasted hunting
down e-mail, or trying to organize lines of communication.
Chat allows for collaborative web browsing, so instead of
CSRs wasting time trying to describe web page locations and
contents, he simply takes the customer there.... and shows