In the IT world, a helpdesk is an inseparable part of giving customers after-sales service. As a company grows, good helpdesk management is needed to support customers according to the urgency level of each request.
Vtiger helpdesk cloud (free for 10 agents) is one piece of software that can help manage all requests and support, which can be stored in a database so they can be updated, turned into guides, and escalated when needed.
In outline, the helpdesk flow is as follows:
Another benefit is that you can see the performance of the support / helpdesk team, so customer satisfaction can be assured.
To support the helpdesk’s communication, 3CX Phone System Pro provides a plugin that can be integrated with Vtiger for free, so no custom interfacing is needed.
What can the 3CX Vtiger interface do?
- Automatically opens the contact data in Vtiger when a call comes in, based on the customer’s caller ID. If the customer has never been registered, a new form is opened automatically:
- And if the customer is already registered, the customer’s record opens right away so a complaint about the problem they are facing can be logged.
- At that moment the helpdesk agent can enter the problem the customer is experiencing through add case.
After the conversation ends, the 3CX plugin automatically opens the journaling menu (calendar) so the agent can follow up on the case.
So what are you waiting for? Take advantage of the free feature for up to 10 agents for your call center helpdesk needs.
