Some customer service support systems may be integrated with other enterprise applications. PhaseWare self service portalĬustomer support management software is available as a standalone trouble ticketing system, as part of a broader customer relationship management (CRM) suite such as or Microsoft Dynamics CRM, or as part of an enterprise suite from vendors like Oracle or SAP.
Ultimately, they improve agent productivity and increase customer satisfaction. These solutions streamline the issue resolution process by automating many common support activities. This technology is sometimes referred to as help desk software, though that term is usually applied to resolving information technology (IT) issues, specifically.
Customer service and support software helps customer service representatives (CSRs, or “agents”) document, route, track, resolve and report on customer issues using a trouble ticketing system.
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