Track customer calls and expand your knowledge

Feb 04, 2013 | 3 comments

Look through ‘recent call history’ in your Ticket info and Callback info.

Reviewing customer calls is a consistent way to get great customer feedback. We’ve just added a ‘recent call history’ feature to Tickets and Callbacks, allowing you to review every customer’s past tickets, calls and chats before you reply to their most recent inquiry.

Recent_call_history

 

 

 

 

 

 

 

 

View recent searches using ‘Knowledge lookup’.

If you’re already using the Knowledge Base then you know how convenient it is to look up an article and link it to a customer whether you’re providing chat support or handling tickets. Your recent searches will now be displayed within the ‘Knowledge lookup’ window.

Recent_search_history

Alert operators by email when new Knowledge Base articles are published.

You can enable this notification in Admin panel -> Knowledge -> Settings (General Settings). Keep your support team in the loop and choose whether you’d like to notify all operators if any change is made, or only when new articles are added.

Knowledge_settings

 

 

 

 

If you’re wondering what this post applies to then check out the LiveHelpNow homepage for more information.

Comments

  • Guest

    In order to expand our knowledge and improve our customer service skills we need to find and use all the resources that we can get such as tracking customers previous calls just to give us an idea how we can address each concern in the near future.

    • Michael Kansky

      Yes you may track each customer call history with LiveHelpNow pretty easily.

  • In order to expand our knowledge and improve our customer service skills we need to find and use all the resources that we can get such as tracking customers previous calls just to give us an idea how we can address each concern in the near future.

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Michael Kansky

CTO at LiveHelpNow, LLC
Temple University , Computer science
15 years of software engineering experience

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