Customer Service
- Multichannel support - manage customer issues via chat, email, or social media.
- Ticket queue - assign and prioritize tickets by team, urgency, or topic.
- Knowledge base - build FAQs and help articles for faster resolutions.
- Customer history - view past interactions and purchases to personalize service.
- Performance metrics - track KPIs like response time and resolution rate in dashboards.
Cross-Teams Collaboration
Sales
Access customer order history to resolve billing/product issues and give insight to sales into recurring customer issues for upsell/cross-sell opportunities
Go to MCZ BeM - SalesMarketing
Get knowledge base content, FAQs, and campaign announcements that support agents use directly.
Go to MCZ BeM - MarketingInventory
Check stock levels in real-time to answer availability or delivery delay questions
Go to MCZ BeM - InventoryWebsites management
View customer journey from store visit to post-sale support, and provide seamless in-page help to users without switching apps. Get a dedicated internal managed website with customizable look and feel for your team where your team can easily write and publish internal guidelines and policies.
Go to MCZ BeM - Websites managementResearch & Development
Escalate customer issues that you or your team are unable to solve to R&D and get internal collaboration help and support to solve those issues effectively.
Go to MCZ BeM - Research & DevelopmentDashboards & Reports
Identify trends and areas for service improvement. Built-in and Customizable dashboards with sharing capability to your team for unified view and improved team collaborations.
Go to MCZ BeM - DashboardsDelight customers with every conversation
- Direct access to customers Only customer service and Sales team who have direct access to customers incoming communication.
- Types Manage ticket types to create buckets of incoming requests from customers into the correct categories to be handled by the correct team effectively.
- Labels MicroCodeZ Business e-Management has a single source of truth for labels, meaning, all departments enjoy a shared labels mechanism, this helps to easily identify who can work with what based on labels.
- Incoming requests You limit assignees to 1 or more depends on your business needs, i.e in the occassions of 24/7 support as an example, you may configure the assignee limit to accomadate a single assignee from every region depending on time zones, and weekend support as well. Each assignee will have clear instructions on what and when they can engage in about.
- Time zones Working with time zones is a crucial element in large organiztions with global support. Time zones are viewed clearly by tickets collaborators and organizational concerned teams as well.
- History Ability to view customer issues history so you can easily have background of the reported issue by the customer.
- Relevant issues Automatic view of relevant issues by other customers, and see their worked resolutions which can help you effectively solve customers issue.
- Escalations If you can't solve a problem, easy! Just simply escalate to the concerned department that you believe should be able to help. However escalated issues doesn't allow the department that you escalated to to be able to respond to the customer directly into the ticket. You can communicate with you on the ticket internally but you remain in control and communicate the results and solution to the customer.
- Logs management MicroCodeZ Business e-Management supports logs storage, which means, R&D and IT can send their application and system logs to MCZ BeM directly, additionally can use MCZ Business e-Management Agent to sync logs, and while doing so, those logs can be attributed to specific customer or customers, which can help you and your team to view logs directly from the ticket and understand what went wrong.
- Knowledge Base You can organize an internal or public knowledge base and maintain it directly to enjoy a seamless self service by your team or your customers.
Improve loyalty with every interaction. Get in Touch to learn how MicroCodeZ Business e-Management can elevate your customer support.
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