Overview
We Care is an organised and effective way of receiving, responding to, remedying, recording and analysing complaints to improve administrative actions and service provision.
We Care is a web based system that serves as a complaint management system or a support ticketing system. It is integrated with various communication mediums like Email, SMS, IM (Instant Messaging) & RSS. Managing a complaint flow within a specified TAT (Turn Around Time) was never made simpler. The software allows an operator or a customer to lodge complaints and assign them to the concerned departments. It also allows you to define an escalation matrix to automatically assign tickets to a skilled or managerial personnel.
"The single most important thing to remember about any enterprise is that there are no results inside its walls. The result of a business is a SATISFIED CUSTOMER". We Care ensures that your business has more satisfied customers. Our promise is to delight customers by reducing customer response time.
Features
- Web based online system
- Create complaints / tickets via Web, Email or SMS
- Receive alerts via Email, IM, SMS or RSS
- Define categories or sub-categories for complaints
- Attach files to complaints
- Define workflows for complaints
- Define TAT (Turn Around Time) for complaints
- Assign priorities and flags to complaints
- Define users roles and departments
- Comprehensive reporting to analyse employee or department performance
- Intellisense to fill in customer details
Benefits
- Respond to customer queries in the quickest possible time.
- Facilitate customer queries through various modes like Internet, SMS and Email.
- Improve response time by creating alert rules that provide notifications via SMS, IM, Email or RSS.
- Manage, track and review performance of how customer complaints are managed in your organisation.