Helpdesk Ticketing System

Auto Capture Helpdesk Ticket from Omnichannel

Customers send queries through numerous channels — from phone, SMS and email to the website and customer portal. Capture all requests and queries centrally in Second CRM for agents to take timely action and keep customers up to date.

Auto Capture Helpdesk Ticket from Omnichannel

Customers send queries through numerous channels — from phone, SMS and email to the website and customer portal. Capture all requests and queries centrally in Second CRM for agents to take timely action and keep customers up to date.

Assign Tickets Automatically to Agent

Second CRM auto-assign tickets to service team or individual agent and speed up the resolving time as it reaches the right person instantly, with all the related info, to ensure quicker action.

SLA’s Based Escalation with Email or SMS Alerts

Customer expectations for service are rising. Being able to meet and exceed the standard are managed by defining the SLA’s (or service level agreements) for the different type of issues and ensure everybody is aware by email or SMS alerts.

SLA’s Based Escalation with Email or SMS Alerts

Customer expectations for service are rising. Being able to meet and exceed the standard are managed by defining the SLA’s (or service level agreements) for the different type of issues and ensure everybody is aware by email or SMS alerts.

Auto Customer Update on Every Change in Ticket Status

Notifications can be sent to customer on every status change of the reported issue, to make him feel comfortable that things are happening. Also helps in ensuring faster response from the guy who’s working on it and by support agent.

Customer Service Agent FAQ and Knowledgebase

Repeatedly receiving similar requests and queries can suck up too much agent’s time, Maintaining these as FAQ’s for easy reference, can save tons of effort and also speeds up time to response.

Customer Service Agent FAQ and Knowledgebase

Repeatedly receiving similar requests and queries can suck up too much agent’s time, Maintaining these as FAQ’s for easy reference, can save tons of effort and also speeds up time to response.

Get Insight to Manage Customer Expectations

Get insight through every case, from every customer, real time. Filter customer data based on updated status of communication to respond and manage cases so you can help customers faster than ever before.

What our clients are saying

Managing our corporate clients has never been easier. Second CRM is such a powerful tool and its very user friendly.

Muhammad Zaki Kamaruddin

Wariscan

Our operations have now been totally streamlined. No more messy spreadsheets, overlooked billing and servicing.

Abdul Halim

Techmaster

The Second CRM team listens to our requirements, understands our needs and comes up with a solution that is tailored to solve our problems.

Izzuddin

iKargo

Don’t compromise growth with manual operations or isolated apps.

Manage all your company operations in one cohesive system, covering sales, customer service and all your operations to drive processes, productivity, and consistency the way you want.