Query Logging
The OfficeNet Workplace™ Customer Incident and Query Logging System is extremely versatile and is a must for any busy office. It is especially useful in call centres and customer/technical support departments.
When used in conjunction with the optional CTI package, it can take as little as two clicks of the mouse to create a new call log from a customer. Details of the query are then entered, category and status allocated and the log marked for the relevant operative’s attention.
When a support query is received and logged, the database can be searched to see if the question has previously been asked by another customer and subsequently answered, saving time and improving efficiency. This feature can be integrated with a Frequently Asked Questions section on your website. The module also allows call volumes and response times to be monitored.
The module works in conjunction with OfficeNet Workplace, giving all the information needed at the touch of a button. In just three simple steps all new enquiries can be received, logged and actioned:
1. Pick up the phone, receive your email or check a fax from your inbox.
2. Press ‘New Query’, find the customer information and contact details are already completed.
3. Log the information and mark the query for the attention of the relevant operative.
- The module can be integrated with compatible CTI telephone systems to display customer details for incoming calls. One click of the mouse and you are ready to take details of a new call log.
- Integration with the CTI package for out going calls allows customer information to be completed automatically when you pick up the phone.
- One-Click fax or email back to the customer from a list of addresses.
- Logs are fully searchable by contact, status, category, operative, keywords, time and date.
- Search and select companies by their service type for sales lead generation.
- Easily create enquiry documents from templates.
- FAQ integration on your website.