joined:May 11, 2012
Not sure if this is the best forum for me to post this on, so feel free to move it.
Anyway, I am looking for an all-in-one ticket support and live chat system to run more effective customer support.
Basically, my company sells custom products whose designs need to be approved by our customers.
Currently, our customer support staff answers chats and emails from leads but once a sale is made, our production department then sends the customer a ticket with a proof of our work to look over and approve.
The problem now is, I have no way of bringing all customer support angels together. If a customer on chat requests to have something done, my production department is unaware of that unless the agent communicates this with the designer or the customer reminds me that they asked for it. I want for all customer communication to basically go into one roof and for all departments of the company to access it.
A system that truly integrates chat and ticket support together. Of course, I need for the live chat to actually flash or make noise to indicate a chat. I say that, but a lot of these chat and ticket programs forget that aspect.
Oh well... the only other bit that makes mine pretty odd is that our production department wants to be able to submit tickets for customers but prevent customers or visitors from submitting tickets directly to production. Basically, you would have to be invited - as a customer - to communicate with production.
The system can be browser based (anysite.com/your-dashboard) or via software that installs on a PC. Throughout the years, I've liked the convenience of browser based support software but found software based like BoldChat to make more noise and flash to better alert support of new chats and new tickets or emails.
Been looking all over for something like this. Have PHP setting for self hosted software but I'm not against monthly. Any suggestions?