eReport

Solutions To Customer Service

Use the robust reporting tools found in eReport to evaluate all aspects of the support desk, including the effectiveness of support representatives, content in the knowledge base, and information about product lines. An essential part of any customer support or help desk software solution. eReport enables you to improve the quality of the support portal and increase customer approval.

Benefits

• Obtain a real-time snapshot of top problem areas, enabling you to reduce call volume by proactively resolving these issues
• Determine the common service request channels used for logging issues to help align your resources to meet existing demands
• Make certain that all tasks are completed on time and customers receive responses in an appropriate time frame

Key Features

Operational Reporting
Track end user usage, content value, and implementation of the support portal to quantify the ROI of your customer service solution

• Examine the performance of support reps by measuring the average response time for service requests
• Track number of tickets support reps are assigned, actively working, and backlogged

Multiple view options
Use different views to identify patterns in service requests and feature use to plan resources accordingly

• Prepare for high support volume by monitoring the number of service tickets on a weekly, monthly, or quarterly bases
• Provide management a 2-dimensional matrix view of support data to find areas of inefficiencies

Create flexible, custom reports
Build custom reports and use the results to meet the unique requirements of your company

• Easily sort information and summarize statistics based on specific groups of data
• Export data to Microsoft Excel™ to further analyze your solutions to customer service