Most companies run their support department through an alternative email address, such as This e-mail address is being protected from spambots. You need JavaScript enabled to view it . Though having this additional email address is a great way to segment your support emails from all other incoming messages, it can also be extremely time-consuming to sort through the emails and associate them with the appropriate customer or account.
Support Email to Ticket Creation
With Luxor CRM, your customers will still submit their requests through your support email address; however, the solution will automatically convert the email messages into unique support tickets. Using the individual’s email address, Luxor will then relate that ticket to their specific customer record (assuming that they exist in the database). This is extremely helpful as Luxor will automatically record all support activities in chronological order against each customer record instead of having the support personnel do so manually. You can then use Luxor CRM to set up business alerts to notify specific people in your company when new support tickets come in. That way, every single support ticket is not only taken care of but more importantly, looked after by the appropriate person.
Support Ticket Correspondence
What makes Luxor CRM even more effective as a Customer Support tool is that once a ticket is created for a customer’s issue the support personnel can correspond with that customer directly through their support ticket. There is no need to produce new email messages that are out of context or have to sift through old messages to see the most recent correspondence, you simply go to the customer’s contact record, click on their most recent support activity, and communicate directly from there. This is an excellent tool for keeping track of support tickets as they pass through your business’ unique support cycle and additionally, ensuring that the customer is kept in the loop the entire time.
Real-time Support Reporting
Another excellent component of Luxor CRM’s support module is reporting. Users are able to produce real-time reports to track their performance and progress in dealing with customer issues. They are able to assess the average time it takes for support tickets to be responded to, or advanced to the next stage or even closed. These reports can be produced against the support team as a whole or broken down to each individual support personnel. Using these reports is ideal for tracking your company’s current performance, identifying areas that need to be improved and more importantly, evaluating your customer’s level of satisfaction.
Luxor CRM’s support module is just one more way Luxor CRM makes your business easier and more efficient.
