HelpdeskAdvanced is the best solution your CSRs can have

At PAT our CRM solutions enable companies like yours to maximize the potential of the client base while creating strong, lasting, personal and profitable relationships with individual customers.

Our solutions enable your sales and marketing teams to share information effortlessly, creating a much more consistent message and more effective customer interactions.

Our solutions resolve the following issues:

Is it difficult for your customer service representatives (CSRs) to effectively manage customers because they don’t have easy access to the corporate knowledge base? Would customer interactions in your company be improved if the customer service/support and sales and marketing teams were able to work from a single database and have a complete picture of the customer situation for every interaction?

Automatically escalate serious or overdue requests

In today's market competitive pressure is enormous and it is recognized that the ability to provide outstanding customer service is a key differentiating factor. Companies like yours need to offer consistently high standards of service and need to be able to track service or information requests automatically and accurately.
Our help desk solutions contain highly detailed Service Level Agreement (SLA) management tools allowing for each request to have an assigned priority with an expiration time which can be set up to automatically escalate the request and/or alert an individual operator, a service/support group or an administrator. These alerts can be sent via the HelpdeskAdvanced system, email or text message.

"Our CSRs spend a lot of time looking for information while the customer is on hold… long calls cost us money and reduce customer satisfaction…"

Reduce call times and increase efficiency by providing rapid, accurate responses to service, support and information requests.

Providing access to all important customer information through a single interface is an essential component of efficient customer service. There's nothing worse that having to explain your problem 20 times to 20 different people just to be told that they'll get back to you with an answer. Our helpdesk solutions resolve these problems by integrating customer service activities with those of the sales and marketing departments, and providing access to the full customer situation through a single, easy-to-use interface.

"We know that providing access to critical information on the corporate website would reduce call traffic and increase customer satisfaction levels, but we don't have the resources to maintain our FAQs effectively… "

Reduce call volume. PAT's helpdesk solutions allow you to automatically create a dynamic knowledge base and provide access to it via the corporate website or intranet. This will allow your clients 24/7 access and give them the ability to resolve problems without having to pick up the phone. The web access module also allows your clients to create new tickets and monitor their status, all completely independently.

Based on statistics and trends taken from all aspects of helpdesk activity, HelpdeskAdvanced can also help you to address support or information issues proactively, further reducing call volume and operator workloads.