Company News

Marc Takeuchi Posted by Marc Takeuchi on March 28, 2012

Efelle Media launching new online Customer Support System

We are excited to announce the launch of our new and improved online support system which will help us better communicate and take care of our customer's needs. Whether it be a problem or request with your website, CMS issue, or just a general account question our new software suite from Kayako will be able to streamline your issue to the right person. The goal with this investment is to continue to improve the overall customer support experience.

Here is the URL to our new support system:

Customers will definitely see vast improvements from our current support system. Our system us to create the best customer experience as possible when you need help. Here are some of the key features of the Kayako Support Suite:

  • Automated Mail Rules and Routing - automates the handling of email just like an email client assigning the priority and assigning and sending an email to a specific person
  • Custom ticket workflows - set criteria and transitions for tickets as it goes through the workflow process
  • Track and enforce response and resolution times - define SLA's to track and enforce response times automatically
  • Dynamic ticket routing - set instant notifications by email, SMS to route to specific or a group of staff members
  • Real-time Chat Support - live chat, visitor monitoring, integrated VoIP softphone, screenshot and desktop sharing
  • Intuitive self-service tools - search-as-you-type instant answers, troubleshooter wizard guides, knowledge base, imported news feeds

These are just a few of the vast amounts of features offered in this software suite. We'll definitely be fine tuning everything over the next month or so as we learn more about the system. Our mission here at efelle is to not only develop and design world class websites, but to build life-long customer relationships. We feel this new support system will help us achieve this.