As technology advances, so too must the ways software companies support and communicate with their users. In order to service clients effectively, identify and resolve issues, and provide appropriate, timely training resources, support must be easily accessible and provide a history of interactions and resolutions.
Dakota Software is pleased to announce an upgrade to our customer support system. The new platform will provide improved ticket tracking, self-help resources, and a system for client collaboration and feedback. Additionally, insights received will allow our development teams to track performance and prioritize the work that will be most impactful to users.
Phase one of the upgrade is already complete. It includes a new ticket tracking system that allows users to submit questions or issues over the phone, via website chat, or through email. When issues are identified, a ticket email will be generated with essential information for tracking the issue. Subsequent email communications are sent under the same thread thus maintaining continuity of communication and greater visibility. Anyone that is CC’d on these emails will receive the same updates until the ticket is closed.
The new ticket system helps align our Support Agents, Account Managers, and Project Managers, to provide a truly unified customer service experience. Additionally, closed ticket emails provide users with the ability to rate their support experience. This feedback helps Dakota determine which areas we are excelling in and which areas can be improved.
The next phases of the support platform upgrade will include ProActivity Chat, ‘Report an issue’ web form, and an enhanced Help Library and Knowledge Base. Stay tuned!
Profiler
Tracer
Auditor
Scout
Insights
Inspections
Metrics
