Customer Support for Supply Chain - Helprace
Point supply chain customer support in the right direction
Members of the supply chain business require prompt, correct responses. Have the right context to do that with the right supply chain customer support interface that shows user activity in community and knowledge base portals. Solve supply chain customer support issues the right way the first time around, without constant back-and-forth with your supply chain representatives.
No matter how big your supply chain gets, participants always expect seamless communication and transition from phone, email, web and other web-based engagement channels. And since transparency is so important in supply chain management nowadays, keeping everyone happy should take precedence over other tasks.
When your team is having issues juggling your support software, you know you have room to improve. The Helprace system consists of a help desk, knowledge base and a customer feedback community & tab. This omnichannel support strategy keeps all participants in your supply chain management functioning flawlessly even at their peak. It's also flexible, as your support system can be customized for particular languages or departments.
Your supply chain customer support made easy
The help desk system has numerous agent productivity features for ticket management. Triggers, automations and service levels ensure tickets are routed in the right place behind the scenes. Agents can collaborate with private notes, tags and macros for every type of ticket. Since every mailbox can be customized to show a particular ticket or set of tickets, agents only have what they need in front of them.
Show your clients, participants or the general public how easy it is to help themselves through user guides, white papers and updates. The result is your customers will only contact you when absolutely necessary, freeing up your agent's time and reducing supply chain customer support ticket quantities. With filters, automations and escalation, your supply chain customer support benefits from top-level case management.
The last component of Helprace is the feedback system which consists of 5 channels: questions, ideas, problems and praise. These can be enabled or disabled or kept private and visible only to internal participants. The support portal can also be customized with logos, custom domain and other components, which we call channels. They consist of the feedback channels as well as the knowledge base and an updates blog.
See beyond what's obvious with supply chain customer support
You must constantly be on the lookout for customer activity in order to identify and act on issues before they become supply chain customer support disasters. With a distinct self-service system, participants can easily find answers to their questions on their own terms. With Helprace your supply chain customer support stays the best it can be.
Lastly, Helprace is able to work with virtually all industry verticals, including in the online realm, in-person retail, multinational or specialty industries.