Customer Service & Support

Solution = CRM + Survey

Captua CRM provides customer service & support agents with the tools to quickly and effectively resolve customer-reported cases.

• Support tickets - track issues easily with full transparency, see all historical actions and notes and schedule callbacks where necessary
• Ticket assignment & reassignment - direct issues to individual agents with the most expertise
• Knowledge Base - allows your support staff to quickly locate accepted solutions to common issues
• Surveys - automatically generate a customer satisfaction survey to be sent upon ticket closure, allowing you to measure service levels through customer feedback

Captua CRM Ticketing is a cost-effective way of dealing with customer complaints, compliments or feedback. The system can be deployed on a public website in minutes, and removes the need for a dedicated feedback team to deal with this type of request. Because the system is highly customisable, it is easy to integrate company branding and colours onto the system. Customers can recall tickets at any time using a unique ID and PIN, and can view a full trackback of the conversation, making them feel heard (and happier)