Today customers look for 24×7 help desk support with immediate commitment on resolution TAT and future follow ups. Aspirare Helpdesk helps enterprises to monitor every single call, generate complaint IDs on each call and assign it to the right dealer in the dealer network. The dealer can log in to Aspirare Helpdesk from his location, see the new tickets assigned to him and assign a service engineer to take an action on the ticket. The voice logs recorded at the central help desk can be accessed by the dealer and the service engineer to identify the exact issue reported by the customer before the service engineer visits the site.
The service engineer upon visiting the site can record a video of the damaged part and upload the video or the photograph to Aspirare Helpdesk for inspection by the central team.
Once the central team decides to replace the damaged parts then the dealer can check on Aspirare Helpdesk for the existence of the replacement in the inventory. The existing inventory management solution of the enterprise (SAP, Oracle etc) can be integrated with Aspirare Helpdesk to provide a single window to the dealers. End of the day the tele-caller sitting at the central help desk can identify the status of the ticket and updates done by the dealer and accordingly inform the end customer.
The inbuilt escalation matrix module helps the enterprise to create their own escalation matrix and TAT for each kind of issue. The escalation happens on SMS and email as per the matrix set by the enterprise. End of the day the enterprise is able to pull out various reports including SLA and TAT reports, dealer efficiency report, tele-caller efficiency report, inventory utilization reports, shift management reports, service engineer based reports etc. for their evaluation and improvement of customer service and support.
