Enabling IT to Deliver Better Business Outcomes

Muchai drive house no.47
Apartment 4

0722422051 / 0205148700
info@fusionsystems.co.ke

Mon - Sat 9.00 - 19.00
Sunday Closed

Fusion help desk management system helps you handle and respond to each customer request, quickly, with strong functionality built into the system it helps you keep track of and answer all inquiries as soon as they come in and solve your customers’ problems no matter whether they come by phone, email, chat, web forms or social media

Fusion Ticket management and help desk system makes receiving, routing, responding and reporting on customer support issues easy for you and your team.
Fusion’s helpdesk system helps drive support team productivity through the entire case lifecycle from creation and assignment to resolution and closure of any customer support issue.

If a question resolved in a case may come up in the future, convert the case to a knowledge base solution for quick access by employees and customers.

  • Manage product-wise Knowledge Base in a centralized location for a better resolution of trouble tickets within least possible time
  • Associate Articles with trouble tickets and products
  • Provide public access to the Knowledge Base only after approval
  • Maintain up-to-date Articles in Fusion CRM based on customer suggestions & comments.

Automate repetitive actions. A comprehensive list of conditions and actions mean that the agents can less time on the mundane, and more time helping customers.

The system can automatically escalate cases based on specific parameter for example severity, type of customer and so on if they haven’t been resolved within a specific amount of time.

On-screen and email alerts and automatic escalations ensure that key cases are prioritized, and that you and other stakeholders know when a case or related task needs attention. Ensuring no customer issue goes unresolved or falls through the cracks

Customize lists of cases using any metrics. Whether it’s by SLA, issue category, a customer code, or any other criteria of your choice, use lists to see and prioritize cases based on the factors that matter most to your business.

Promptly the ticketing system can automatically assign cases or inquiries to an agent or a group of agents within your support team. Alternatively, cases can be assigned manually while using metrics like agent load and availability to assign

This enabled the support team to get up to speed with every case/ inquiry instantly with a chronologically ordered of the history that includes all interactions.

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