Service Desk – Receptive Relationship Management
The Service Desk system of Travel is a management software and automation SAC 100% online. With him you can manage processes, control attendance time and get reports through a simple, complete and absolutely efficient platform.
Benefits of Service Desk system:
• Reduction of up to 90% of telephony costs: for our customers, reducing up to 90% of telephone costs for attendance;
• Hosted in the cloud: hosted in a secure data center and high availability;
• Mobile Interface: can be accessed from any mobile device, such as tablets and smartphones;
• Reduction of time: reduces time to problem resolution by direct contact with the customer;
• Information in real time: dashboards and tickets monitor for real-time monitoring;
• Intelligent Calendar: attendance time calculation of called (SLA).
Functionalities Service Desk system:
• Dashboards: Dashboards in real time all calls in the system. Monitoring screen called with filters by attendant, client, called status and attendance department, enabling quick decisions;
• Monitor: View in real time the situation of calledopen. The system present a monitoring screen of calls with filters by attendant, client, called status and attendance department, enabling quick decisions;
• Chat: His team available online to questions about calls and processes. Online attendance to customers in urgent cases, with the possibility to redirect an attendance to other operators and visualizations of call conversations in progress. It offers the customer satisfaction management, with notes at the end of service for creating performance metrics;
• FAQ: Clarification of common questions by questions and answers. Monitoring module of calls in real time, with filters by attendant, client, called status and attendance department, enabling quick decisions. Allows viewing of the complete situation of the company’s attendance;
• SLA: Control incidents with SLA customizable. Full control of the attendance time of called through SLAs (Service Level Agreements) custom. Is possible register multiple SLAs based on various control calendars (schedules, holidays, lunch breaks);
• Tickets: Get detailed information of your open tickets. It features an intelligent questionnaire for automatic definition of service time and priority of a call, with options of opening called by URA telephonic or by the customer portal. Available logs and historical of all actions taken in the system and / or called, offering complete informations for audits.