SMOFT ASSIST: Simplified Customer Assistance
Provide efficient customer support with a ticketing system synchronized with your CRM. Ensure smooth tracking and resolution of customer requests.
Provide efficient customer support with a ticketing system synchronized with your CRM. Ensure smooth tracking and resolution of customer requests.
it thus serves as a crucial interface between our clients and our development team, enabling transparent communication and rigorous tracking of reported issues. Through this well-orchestrated process, we are committed to providing high-quality support, resolving issues quickly, and maintaining optimal customer satisfaction.
Manage and Resolve Issues
The Help and Support module serves as a pillar for ensuring smooth and effective communication between our clients and our team, whether for technical, commercial, or informational inquiries. It acts as a versatile interface to address all concerns related to our ERP system.
When clients encounter challenges or require assistance, they can access the Help and Support module to create a ticket corresponding to their specific request. This open ticket captures essential details about the issue or inquiry, initiating the resolution process.
Once a ticket is opened, our competent team takes action to gain a deep understanding of the incident or request. The ticket then moves to the "under review" status, indicating that concrete actions are being taken to resolve the specific issue.
Over time, our team actively works on the resolution, going through various phases of preparation and testing to ensure that the provided solution is complete, effective, and aligned with the client's needs. Once the resolution is ready, our team marks the ticket as "closed," signifying that the issue has been successfully resolved. Clients can then continue using our ERP system without interruption, knowing that our team remains available for any future technical, commercial, or informational needs.
