Deliver great customer experience, always

Workflow & automation

Reduce waiting times for customers by automating key processes.

• Automate emails when support cases are received, assigned, updated and closed
• Automatically generate and provide customer reference numbers, so all replies will be linked to the original support ticket.
• Receive alerts when high profile accounts raise support tickets so you can respond swiftly
• Design support screens that will dynamically adapt based on issue type. Add custom scripts or links to relevant knowledgebase articles
• Create workflow rules for issue assignment and progression

Single customer view

To deliver great customer support your team needs to know more than just the name of the person they’re talking to – they need the full picture.  

With Gold-Vision CRM, all of your customer data – from your first touchpoint to the last – is in one place. Your support agents will always have the latest information at their fingertips and can respond more efficiently and effectively than ever before

• Customer interactions are automatically tracked and linked to their corresponding support tickets via integrations with Outlook, Exchange, Office 365, and Gmail
• Use powerful search tools to look through notes, live chat transcripts and emails to provide faster, better support
• View and manage your support queue in real-time with drag and drop functionality for quick and easy updates. Incorporate workflows to update records or customers automatically

Help desk productivity

Share key information with the rest of your team at the click of a button to ensure everyone is kept in the loop throughout the resolution process. Gold-Vision can easily be configured to fit your own support processes giving your team access to a CRM tool shared across your business.

• Create support tickets by type, service or product area
• Set up teams for first and second responders and assign new support requests automatically
• Prioritise key customers or key issues so that critical matters are dealt with first
• Send reminders to your team when due dates on support tickets are approaching
• Alert account managers of their customers’ support queries
• Build resolution knowledge for future support reference

Track & search

View your customer interaction history to reduce friction and increase efficiency.

• Data from email, LiveChat, social media and phone calls are all in one place
• Add notes to on-going tickets and resolution outcomes
• Link to/from other related tickets in your database
• Use global search to quickly find related issues and outcomes

Dashboards & reports

Make your data count with easy-to-use, yet powerful, reporting. Keep track of productivity, and analyse your key support metrics and KPIs.

• Set up dashboards and charts per helpdesk team, per customer service agent or per customer to monitor your customer service help desk day-to-day
• Set targets for resolved customer service tickets per week or month and track in real time how your agents are performing
• Create charts to ensure workload is balanced evenly among your team, identify areas for improvement and highlight top performers
• Define targets for closed support tickets to help motivate your support agents
• Compare your product launches or promotions with peaks in the volume of customer service queries, then use them to anticipate and plan for the future