Manage
Beyond dealing with customer issues as one-offs, you need tools that are flexible; allowing you to manage each unique inquiry as a component of a larger customer service operation.
Issues coming at you from every direction
Email, web, phone: all means by which your customer's contact you and the channels HelpSpot can pull from to create a centralized location for managing your customer support.
HelpSpot is highly effective for managing email. Pull email from multiple mailboxes via POP/IMAP, scale your email support to thousands per day, manage and organize email in ways never dreamed of in Outlook.
Inquires from these varying sources all enter the system to become a request. Each request can then be managed and worked in a way that delivers consistency to your customers and transparency to managers.
Centralized, now what?
Centralization is of little use if there isn't an organized, yet flexible, means for accessing individual inquiries. HelpSpot provides a robust framework for displaying and accessing individual requests: filtered views.
While select views are provided by default, such as unassigned requests (Inbox) and requests assigned to you (My Queue), HelpSpot provides the capability to build filtered views based on specified criteria, or conditions. With over 25 conditions and the use of and/or logic as well as condition grouping, filtering possibilities are limitless. With a straightforward-grid display, Users can quickly see important information for each request without having to individually access each one.
Filtered views can be used by everyone from the CEO down for monitoring various request activity and creating alternative work queues based on specified business needs, such as department or issue type.
Built into every filtered view is a powerful quick action menu that gives you the on-demand ability to quickly act on groups of request within a view. Simultaneously, reassign or respond to multiple requests with a couple of clicks.
Supporting Business Need through Automation
More customized actions, or set of actions, are possible through email and automation rules. Similar to filtered views, conditions are defined for which a request must meet. However an action, or series of actions, are then applied.
Create rules that work together to support a workflow that meets your business needs; whether that means simple notification at varies points to resolution or full-on automation of the resolution process.
Support Management on the Go
Because we know your customer's don't stop because you are out of the office, HelpSpot has both a mobile and iPhone optimized version. Following the same intuitive, logical interface as 'standard' HelpSpot, our mobile versions allow access to the most critical functions while on the road. Always keeping your customers and support operation within reach.
More to Know
- Batch actions - From any filter quickly respond, reassign, or update a group of requests.
- Filtered views - Using powerful and/or logic define conditions to pull the exact requests you need to see.
- Grouped filters - Configure how filtered view results are grouped in the request grid.
- Automation - Automate escalation, reassignment, and notification.
- Column customization - Define the exact columns of information a filter displays.
- Export - Export any filtered view to Excel for additional manipulation.
- SPAM filtering - Trainable, Bayesian SPAM filtering keeps your Inbox full with customer requests, not junk.
- Manual request creation - For those times when the phone rings or a customer is at your desk.
- Workflow management - Using automation & emails rules, create a workflow that supports your requirements.
- HelpSpot on the go - With a mobile version, access HelpSpot on your iPhone or Blackberry.
- Manage SLAs - Use automation and email rules to support each customer SLA.
- RSS feeds - Use any RSS reader, like those in Outlook or Firefox, to stay current on the requests.