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| FACTS |
| FACTS Online technical Support Application |
Technical support is as much about communicating as just knowing the answer.
That's why FACTS lets you communicate with your client in many different ways. Primarily, FACTS is an online support management system, so your clients can place support calls directly onto your system and you can deal with them in your own time, instead of reacting to 'phone calls all the time.
But FACTS also uses email, instant messaging and RSS (Really Simple Syndication) technologies to make sure that you know when your client adds a call or more information, and your client knows immediately you respond.
Clients can place calls directly by logging in and entering a few details of their issue/question. Calls can be routed automatically to a specific support agent, who can in turn request the assistance of a colleague in solving the issue.
The optional Q&A module allows non-accredited users to ask questions, without being familar with FACTS. They simply click a button on your web site or application and a window opens in which they enter their personal details and their question. The call is then automatically routed through FACTS. The support agent can either call the user back, or email the answer.
FACTS keeps a record of all calls, dialogues, and uploaded documents. Extensive search facilities make it an invaluable and building resource.
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| Familiar Look & Feel |
FACTS is designed with a similar look & feel to the popular Outlook email client, for easy and familiar use.
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| Communications |
FACTS uses email, instant messaging and RSS technology for maximum communication between you and your clients.
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| Full History |
All calls retain full history from the original contact to the entire dialogue to resolution.
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