A modern help desk copes with callers of every skill level. Maintaining the wide range of skills for the help desk team is difficult and expensive.
CommonSense supports you by collating all existing information on your products, services and related third party information.
Using Information Effectively
CommonSense manages every office document, PDF, manual, user guide, and image - plus your intranet, and external web resources.
As issues are logged, CommonSense scans all this information to find the best solution to help the caller.
We track every action to learn how successfully they solve issues.
Fix Once
Every issue that's solved by your experts, automatically becomes part of the knowledge base for all future cases.
We monitor issues to identify weaknesses in the information to deliver continuous improvement in the quality of service - enabling you to react quickly to changing requirements.
Multi-channel
E-mail and web based enquiries are supported with automatic acknowledgement and the ability to give automatic replies to common issues.
CommonSense tracks the most common issues - and the successful replies to build a proactive Web Self Service portal. Based on the real needs of callers it enables you to build a self service solution that remains 100% up to date.
Step-by-Step Guidance
CommonSense guides advisers through complex problems with step-by-step guides. These enable even inexperienced staff to resolve even complex issues.
This removes the need to partition your team by skill set, increasing utilisation and the quality of service.
You have the flexibility to outsource at peak times and be sure your customers receive the same quality of service - regardless of location.
Contact us to learn more...
