Customer Support

Customer Support

Manage customer-reported issues and provide your support team with the tools they need to resolve the issues promptly.

Knowledge Base

Using the Solutions module, create a knowledge base containing company guidelines, call scripts, step-by-step procedures, and more.

Create instructional guides using images and videos that can be added to the solutions module.

Separate solutions into line items that can be easily found by searching for keywords.

Edit and update solutions to be more helpful by allowing users to rank the efficiency of each solution.

Case Reports

Track open and closed cases using pre-configured Support reports and dashboards.

Monitor open cases in order of issue severity, date opened, assigned user, etc.

Get a visualization of the rate in which cases are being created and resolved with volume reports.

Build custom reports containing additional case information that can be added to the support dashboard.

Phone Support

Enable customers to contact users by phone by linking Snapforce to phone systems using the VoIP CRM module and softphone.

View call logs daily to track information including call date/time, call length, user, caller information, and more.

Generate call reports to assist with managing user performance.

Record incoming calls to monitor and evaluate phone support quality.