There are a number of Customer Support Software features that are a must for any top shelf application that is designed to make the job of the customer service person effective.   Below are just a few of those attributes.

1.  SEARCHING ABILITIES for Customer Support Software:  You must give the helpdesk agent the ability to search any number of ways besides the basic name,address,city,zip etc;  Allowing the agent to search by specific User Defined Fields will enable them to drill down into the database to find desired criteria.  Cynergy Help Desk Software allows you to even search assets based on versions, builds, brands, and installers.

2.  TRACKING SOFTWARE features:   When you have a list of tickets within Cynergy, you have the ability to “clone” tickets or even “merge” tickets in order to save valuable time for the HelpDesk Agent.

3.  ASSET MANAGEMENT SOFTWARE:  Cynergy allows users to input an unlimited amount of data into the Asset Module in order to track certain assets for customer service.  This allows you to have user defined fields that contain such data as Software Builds, Server details, Router information, network configurations and more.  When launching a ticket within Cynergy you can “link” the asset to the ticket, contact, or company it belongs to.  You will also be able to search on these fields for improved customer service.

4.  CRM and CONTACT MANAGEMENT: While these are fairly generic terms within the industry, having a wide degree of flexibility when adding, editing, or searching records in the database is paramount to a first class customer support software suite.

5.  HELP DESK SOFTWARE SCHEDULER:  Many of the help desk software systems out there do not have a way to effectively schedule on a calendar events such as installs, moves, adds, and changes.  This allows management to view the entire team’s workload, and adjust accordingly.  And if you want to integrate the calendar into MS Outlook or other application, Cynergy uses the industry standard iCalendar format that gives you a large degree of flexibility.

6.  CUSTOMER SUPPORT SOFTWARE  CUSTOMIZATION:  You should be able to customize any quality Customer Support Software system so that it can be molded and shaped around your business model, not vice/versa.   The Cynergy admin section allows you to change and modify Cynergy around your business model making your helpdesk agents more efficient and effective in their job.  You can customize dashboards, views, fields, reports, and we offer 5 different kinds of custom user defined fields that allow you to have

7.  REPORTS FOR TRACKING SOFTWARE:  Cynergy has over 300+ reports for tracking results and giving managment the information they need for making crucial decisions.  We use Crystal Report Writer to build these reports and when you run a report, you can schedule it to auto-run then email a copy automatically.  Custom Reports are also obtainable with a copy of Crystal Report Writer (about $240)

8.  PROJECT MANAGEMENT:  This module allows a client to set up a project with timelines, milestones, conversations, and track the project for accountability with co-workers and management.  The project manager also allows you to link tickets to the system for improved communication.

9.  CHAT SOFTWARE:  A new module recently added to Cynergy that allows the user to “chat” with customer for improved customer service.   All you have to install is a small piece of code on your website, and a small .exe on the agents workstation.  Then when one of your customers go to the website, they are able to dialog with the agent on a real time basis.   Not only does this improve customer support, but it also sends a strong message to the client that says, “We believe in Customer Support!”

10.  OPPORTUNITY MANAGEMENT:  So many of our clients focus on Help Desk Software issues that this sounds like a strange module for Customer Support Software.  However, most of our clients also have a few salespeople and so they wanted a system that would allow them to track prospects that the salespeople were working on, and do it in the same common database that the help desk agents were using.  So we built a module that would allow you to track the pipeline of the sales process.

Cynergy Customer Support Software has many more features that sets it apart from others.  See your local rep for more details or call us at:  405 516 2420.

More of the Cynergy Features are listed below: