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Hello. My name is Sadek and today I will show you how Sugar’s customer support tools centralize customer service requests across channels to allow companies to manage cases, diagnose bugs, share knowledge, and resolve customer issues.
The display of the homepage changes based on the role of the user. Right on my homepage I can access my open cases based on priority or status for example. I can also view existing bugs or a list of all cases by user by status or any other report which allows me to measure the responsiveness of the customer support team.
Let’s take a look at a high priority case.. The Sugar cases module gives me a complete view of support request history. For example, I can view the account and contacts associated with a specific case. Integrated case and account management ensures sales and marketing understand the service status of each account to prevent surprises when calling upon the account.
I can change the status here. Routing cases and their escalation status to the appropriate representatives ensures timely resolution. All these metrics, such as priority, status, and type allow me through Sugar reporting to measure case metrics including response time and customer satisfaction rates. These metrics also allow me to understand the frequency of incidents to improve product quality.
For example, if the issue the customer is facing is due to a bug in my product, I can submit or track existing bugs through the bug tracker module within Sugar. Sugar bug tracking not only ensures that customer problems are solved but the products are improved.
Additionally, Sugar enables companies to share knowledge in case resolutions across teams. I can submit my own entry here for example. The knowledge base module utilizes a Wiki-like user interface for managing content by allowing users to create searchable content through full text search, tagging, categorization, and approvals. Here I can submit my own entry to the knowledge base. If I’m looking to resolve an open case, I may search through the existing knowledge base within Sugar. I can either browse the FAQs or perform a basic or advanced search. I can even extend the use of this knowledge base beyond the Sugar application and expose specific articles to customers to allow for self service.
Right from my website, a customer or partner can log in and search through the existing knowledge base for basic resolutions. The customer can then navigate what is exposed to them through the knowledge base or look through the FAQ section, update their existing cases by attaching a note to their customer support representative, or create a new case without calling in if they choose to do so.
Finally, let’s take a look at the big picture. With Sugar case reports, managers gain a better view into the satisfaction of the customers and the performance of the support organization.
Thanks for taking the time to learn about these SugarCRM features. You can watch additional demos here to see how Sugar improves other customer phasing processes. To try these features yourself, please sign up for your own free 30-day trial of Sugar today.
Get started now with your own personal SugarCRM by going to http://www.itontap.com/try-web-based-crm-software-for-30-days
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Tags: crm, CRM Software, customer support, sugarcrm