Contact Manager

Contact Manager is the Livecare trouble ticketing sysyem

Contact Manager is a powerful web based multichannel tool to handle all the customer requests and to analyze your help desk performance

Every customer is registered and it's identified by a company ID, an email address or a login/password. Every ticket collects the operator's activities and the communications performed to solve the problem.

A fully integrated tool
When the customer enters in a Remote Assistance or Remote Demo session, a Contact Manager form is opened on the operator's PC. The form lets the operator store the customer request, opening a new ticket or connecting the activity to an already opened ticket.
The form contains automatically generated informations: date/time, duration, chat text transcription and all the information that the operator will fill in.

Multi-channel
Every ticket action can be generated from one of the available channels:

• email : every sent and received email are stored into the Contact Manager. The email editor can handle templates and attachments.
• chat : a powerful instant messaging tool to communicate with the customer.
• web form : is a fully customizable text form that is converted in a ticket request and it's assigned to an operator by skill routing.
• call-me-back : it's a configurabile form that a customer fills when he wants to be called back.
• SMS : every sent and received SMS are stored into the Contact Manager. SMS editor implement attachments.

Statistics
A number of ready to use statistics are available to analyze the help desk process and to take decisions.
Contact Manager stores all the customer contacts and the operator activities in order to provide reports on :

• operator performance
• products efficency
• customer activity

Reports are useful for the operators to improve the quality of their work and for the administrator to better tune the customer support activity.

» Download the datasheet