HelpDesk
Administrative management
Easy-to-use and easy-to-learn solution for optimising your helpdesk
Features
Entering and managing tickets
A customer calls you with a request for assistance. You can then create a ticket, which will not only keep a record of the correspondence, but will also allow you to track the progress and the resolution of the issue.
Tickets can be entered via a customer area
LUNDI MATIN can give your customers access to an extranet so they can exchange sales documents, after-sales tickets, etc. with you.
Access to customer data
You can view information about your customer, the products they benefit from and even other correspondence with the support.
In short
LUNDI MATIN has created a support management module that works using a support ticket system designed to be simple and effective. This module centralises and lightens your workload thanks to its simplified and streamlined ergonomics. It also improves the efficiency of your agents by organising and structuring their processes.
Management of priorities
You can freely customise the priority levels of your service tickets and assign them to a ticket.
Sending messages from the system
In just two clicks, the Helpdesk module lets you respond to your customers directly from your interface. You can also leave comments on your tickets and involve other agents.
Multi-user
Your ticket can be assigned to one or more agents.
Support for attached documents
It can be useful to add a document to your ticket to provide additional information. For example, if your customer sends you a screenshot to illustrate their support request, you can attach it to the ticket in just a few clicks. You can also add pdf or word files, etc.
Benefits
Improve your efficiency
LUNDI MATIN Helpdesk module provides support and a global view of your customer service. You can monitor complaints and requests being processed live. When one of your agents is working on resolving a ticket, he or she has direct access to all the information needed to resolve the customer’s request. They are therefore in a position to provide a rapid and appropriate response to the customer.
Optimise your teams’ time
No more manual copying of customer information allows you to limit errors due to human intervention. LM ERP checks the constraints imposed by the carrier and alerts you if necessary. The tracked letter affranchigo module gives you the opportunity to improve the management of your deliveries and thus guarantee a high level of customer satisfaction.
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