The simPRO Blog

simPRO Software

Introducing Our New Support System


by Brad Halcrow
March 26, 2013
We are pleased to announce the introduction of a new support system which allows us to provide an improved support experience and better resolve your queries.

To date, we've run separate support systems which were created in-house for tickets and live chats. As we continue to grow, we're finding these systems are not able to keep up with our requirements in providing the support you need & expect and the ongoing maintenance of such systems takes away valuable development resource time from our engineering team.

Kayako

After a 6 month review process we have settled on a system called Kayako. This is fully integrated commercial help desk software used by companies like Virgin, Skype, DHL, Sony and many more.



The benefits of this new system include:



  • Client Portal - Providing greater transparency by allowing you to access chats, news and tickets (including history) all in one place

  • Automated Ticket Routing - Providing a much better way of routing inbound queries to the right person to make our responses faster

  • Automated Ticket Escalations - Providing an escalation method of identifying if a ticket has taken too long to respond to (or worse, got lost in the system with no response)

  • Remote Desktop - Built-in one-click desktop sharing and remote screenshots, so with your permission we can quickly and easily see what is happening on your system for a faster resolution

  • Whole Company View - Allows us to see all tickets and chats across all of your staff (currently we can only see each person individually). This will allow us to spot any trends and help identify any knowledge gaps in your business and take a proactive approach in suggesting ways in which we can help

  • Integrated Phone System - In the coming months we will also be integrating our phone system into the support system to enable call monitoring and recording for training and quality assurance

  • Cloud - The entire system is web-based (like all things simPRO), allowing our support staff to work remotely from home if required (e.g. in the event of an office internet outage) with full access to chat, tickets and phone

  • Scalability - The ability to scale with our company as we continue to grow


From Tuesday 02 April onwards you will be taken to the new help system when logging in to access support. The first time you visit, you will need to complete a one-off registration that takes less than a minute. This will generate your account, allowing us to keep track of your history.

Please note that we are unable to bring across any support history from the current system to the new system. As such, the tickets and history viewable from the new support portal will be limited to items created in the new system.

How to use the new simPRO support system:


https://vimeo.com/62744283

https://vimeo.com/62745033

https://vimeo.com/62745721
Author


Lover of strong coffee, craft beer and retro motorcycles. Sharing stories as Journey Partnership Manager for simPRO Software.

Liked this article? Read more!

We won't spam you and you can easily unsubscribe.
Comments

  1. I used to be very happy to find this internet-site.I wanted to thanks on your time for this excellent read!! I definitely having fun with every little bit of it and I have you bookmarked to check out new stuff you blog post.

Reply

Find us on these social platforms

simPRO Facebook
simPRO Google Plus
simPRO Twitter
simPRO Youtube
simPRO Linkedin
Latest simPRO update: track your activity

Our next update to simPRO Service and Enterprise, rolling out from 18th of February 2018, will provide new features to...

Latest simPRO update: improve your workflow

Our next update to simPRO Service and Enterprise, rolling out from 4th of February 2018, will assist you to improve...

Latest simPRO update: Go the extra mile with formatting

Our next update to simPRO Service and Enterprise, rolling out from January 21st, is one of the most requested features...

Latest simPRO update: Get flexible with receiving payments

Our next update to simPRO Service and Enterprise, rolling out from January 7th, gives you more flexibility in selecting...

Latest simPRO Update: Connect collects the signatures while the UK enjoys auto-populated Gas Safe forms.

Our latest update gives users the option to populate Asset Record forms with signatures which are collected from...

Building new foundations becomes key to award winning business growth

It was in 2011 Scott Aldridge decided to go it alone as a Sole Trader electrician. Around the same time, Christchurch...