Case management software: Do your customer support work online

A customer makes a complaint and he expects quick support. An agent at the office of the service provider receives the complaint and forwards the complaint to the concerned department. The client receives acknowledgement regarding his complaint and for future communication with the agent.

The client keeps in touch with the agent and every time he calls the office of the service provider, he uses his ticket number to remind the agent about his complaint. Here it is necessary to mention that the support staff recognizes customers through their complaint numbers.

Now look at another office that is using case management software. It provides an online environment to its agents to communicate with clients. Agents create profiles of clients and allow them to register their complaints using their profiles. The agents maintain and update the profiles of the clients.

The case management software helps agents maintain client issues. When a complaint is registered it is forwarded to the concerned department. Also the agent dealing with the complaint prepares a summary of the case on behalf of the client. The client on the other hand, could view the status of his complaint on his profile updated by an agent. The software could bring speed and transparency in the client service.