Support Portal (CRM): Optimizing Customer Experience through Efficient Incident and Request Management #
Our support portal empowers our customers by providing them with convenient access, transparent tracking, efficient resolution, and a knowledge base, all in one place. We deliver an exceptional support experience, enabling our customers to maximize productivity and minimize disruptions in their contact and call center operations.
Note: This portal is intended solely for operations that have contracted the CRM service only. If you have contracted CRM + Manager, please access the following link to consult the support portal guide: https://help.wolkvox.com/docs/portal-de-soporte/
Note: If you are a partner, you must follow the guide intended for this purpose by clicking on the following link: https://help.wolkvox.com/docs/portal-de-soporte-partners/
To validate your support request, you will need a token or validation code. Follow the steps below to obtain it.
1. Access the CRM configuration section from the left-hand side panel.
2. Then click on the “Support Code” button.
Next, you will need to fill out the ticket request form to get assistance from the support team.
- Enter your name, phone number, and email.
- Click on “Generate ID.” After clicking the button, a code will be generated. Please keep this code handy, as you will need to provide it to the wolkvox team to validate your support request once you get in touch with the support team.
Note: This code must be used within 4 hours of being generated; otherwise, it will be deleted.
What benefits are obtained by using a ticket number to provide support to our customers? #
- Organization and tracking: The help desk system allows for more efficient management of support cases. By generating a ticket number, a unique and traceable record is created for each support request, making it easier to track and ensuring that no requests are lost or left unanswered.
- Proper prioritization: Assigning a ticket number establishes a priority order for support requests. This allows the support team to address cases based on their urgency and severity, ensuring a quicker response to critical issues and proper allocation of resources.
- Detailed information: Each ticket number is associated with a specific request and may contain relevant details about the reported problem. This provides the support team with necessary information to understand the context and address the issue more efficiently, avoiding the need to repeat information during the initial call.
- Agility in support: By providing the ticket number to the support team when making the call, the support process is expedited. The support team already has information about the request and can begin addressing the problem immediately, without the need to gather additional details during the initial call.
- Case history: The help desk system maintains a history of previous cases associated with each ticket number. This allows for effective tracking of past requests, facilitating the identification of recurring issues, evaluating support quality, and implementing continuous improvements.
- Transparency and traceability: Customers have the peace of mind that their support request is documented and can be traced through the ticket number. This provides transparency and ensures that requests are handled appropriately and followed up until resolution.