Optimizing Support

Fast Triage – Dynamic sets of questions keep costs down by helping you quickly assess a problem and drive the customer to the right information or individual to help them solve that problem. You can also add triggers to your questions that will generate events based on certain responses (such as a phone call to a customer with a critical problem).

Instant Communication - SalesBuilder comes with built-in, real-time communication features, such as instant call back, SMS, live web chat and email, that help you drive down your response times and drive up customer satisfaction. Scheduled call back features keep costs low and boost customer satisfaction by ensuring that customers aren’t kept waiting on the line.

Multiple Channels – SalesBuilder creates branches to new sets of questions to drive people to multiple support mechanisms, whether it’s a forum, a list of FAQs or someone in the technical support organization.

Built-in Metrics - Detailed standard reports, customizable reports, A/B testing and other real-time analytics tools help you understand which issues are cropping up more often, which customers are having the biggest problems, how many issues your team handles per day and so on. Armed with this information, your team can better assess performance and make adjustments where needed.

Flexible Interface – SalesBuilder’s flexible interface enables you to easily edit dialog questions as your objectives change or as trends emerge, to help you continually improve your support process.