Online Customer Service Software
Brightpearl's customer service software keeps your users productive and your customers happy by addressing the challenges small business face around service commitments. By simplifying the management of complex service and support requirements it improves efficiency and client satisfaction. All accessible via the web so that your customers can log in to raise tickets and see any progress that's been made. So any customer service issues are resolved quickly and easily and you don't have to spend hours on the phone. All our packages come with customer service software as standard helping you to look more professional without needing to break the bank.
Organize
- Flexible online ticketing system for assigning tickets to staff & categories
- Customixable service levels for easy prioritisation of tickets
- Ability to set permissions for tickets to public or private
Save time.
- Pre defined standard copy for speedy responses
- All communication & time documented against customer & ticket
- Ability to bill the client if required straight out of the system
Improve Service.
- Powerful reporting for assessing performance and efficiency
- Real time and actionable data displayed in your dashboard
- Ability for customers to rate and feedback on their experience
Organize
Organize
Using Brightpearl's online customer service software clients can login online and create tickets themselves when they have an issue, any updates or add additional information about a ticket as you progress through its resolution can also be access by them online.
Assign tickets to specific staff members so that any ongoing customer tickets always have someone taking ownership of them. So you never let your customer service slide. Group tickets in categories which can be customized to fit your business's needs. That way you can organize your tickets the way it suits you. Brightpearl's customer service software also lets you prioritize response times however you like because you can set your own service levels (SLAs) too.
Add multiple staff members and multiple customers to tickets so that anyone that needs to know any ticket updates has access to all the information they require. You can also set permissions on the tickets so that the notes and actions you take can be made private or public. Communication can be limited only to specific staff members or you can allow full access by a customer. Brightpearl's customer service software really is as flexible as you need it to be.
Save Time
Save Time
Brightpearl's customer service software is accessed online so customers can log in at any time of day to raise or update a ticket. Eliminating the need for you to make sure someone is available by phone in order to answers queries or complaints. You get control of when and how you spend time dealing with issues and can prioritize them as you like.
Every action or note that occurs against a ticket is stored in its timeline as well as against the contact record of the customer who initially raised the issue. This way you can always see what has already been done to resolve a problem. Therefore if you need to re-assign a ticket to another staff member they will easily be able to pick up where the ticket has been left off. Saving you the time re-identifying previously tried solutions to the problem and stopping your customer from getting frustrated at having to explain issues again.
Brightpearl's customer service software automatically records the time that is spend on a ticket giving you a clear picture of how long certain issues have taken to resolve. If your support is a billable service then you can do this straight from within the system. You just raise an invoice against the customer who opened the ticket and it is populated with the cost that the time spent is billed at. This is then sent out to the customer and is waiting to be reconciled in accounts when their payment comes in.
Set up quick note templates for standard responses so you don't need to re-type the same messages over and over again saving yourself even more time. Email notifications go out automatically to all the people who have been added to a ticket. So when you have posted a response or update that is related to them you don't need to waste time getting in touch with them yourself manually.
Improve Service
Improve Service
Brightpearl's customer service software lets you generate reports on the tickets based on many relevant criteria. For example, you could work out which categories are producing the most time-consuming tickets; which staff members have the best response times to SLAs; which customers are raising the most issues and much, much more. Having clear visibility of this information gives you the data to identify the areas where you can improve your support techniques to make your service more efficient. Ultimately making your customers happier and saving your business time. You can even see these reports at a glance, graphically in real time on your dashboard, so you can get an instant understanding of how your customer service is working.
Want more than just data? Brightpearl's online customer service software has a feedback facility to let your customer rate your service. There's nothing better than genuine feedback straight from the horse's mouth to give you a clear picture of how your customer service is performing. You can collect this highly valuable information from right within your customer service ticketing system.
