RTI (Woodridge, IL) added new features in Version 3.0 of its CustomerFirst tech support software. These enhancements improve support contract tracking and offer improvements for responding to priority requests. There’s also an option for end-users who sell software to send mass shipments of new software to all licensed customers.
CustomerFirst 3.0 logs customer queries and allows you to archive support requests based on categories you specify (e.g., name of customer, type of product). CustomerFirst 3.0 offers an improved search capability to help your agents recognize solutions and answer caller’s questions more quickly. You can do secondary search of your knowledgebase if your initial query turns up too many answers. You can also improve the speed of searches by defining your own synonyms for keywords.
CustomerFirst users can now determine billing maintenance based on a variety of options like periodic contracts, pre-paid agreements, billing by time or billing by number of calls. CustomerFirst creates reports to help you prepare invoices or forecast revenue. It also warns you when a contract is due to expire or if your agents have taken calls from customers with whom you do not have contracts.
If a priority customer doesn’t reach tech support within a certain amount of time, CustomerFirst 3.0 automatically dials a supervisor’s beeper number to ensure the caller gets help. CustomerFirst 3.0 is available in both 16- and 32-bit versions. The starting price range between $9,995 for five users and $124,900 for 100 users.
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Copyright © 1996 Repository Technologies, Inc.
Last modified: April 21, 1997