Customer Service Management

For Customer service and call centres

Take customer calls

Record all calls and issue types

View support and resolution manuals

Escalate calls to senior staff

For all types of customer service and support centres

CallTaker customer service management software is perfect for any type of support or customer service environment. Internal or external, CallTaker customer service management software makes it easy for support staff to assist customers by providing staff with one touch how to scripts and other important information. CallTaker customer service management software also makes it easy for staff to escalate calls to senior staff or escalation points. All calls can be tracked from start to finish so you can ensure that you are on top of work and customers are kept satisfied.


On hand support manuals

Your support or customer service staff will never be at a loss for answers again with CallTaker customer service management software. CallTaker customer service management software includes an easy to use CMS for you to create documentation for assisting customers, solving issues or identifying problems. CallTaker customer service management software also includes 2 free to use iframe control panels where you can insert links to product pages, manuals or anything you like. All the information is connected to the selected customer, product or client and available with just one click making for fast issue resolution.


Monitor service workflow

CallTaker customer service management software records each time a change has been made to a call and records the person who made the change. Along with this, CallTaker customer service management allows you to view all this information and easily manage and monitor the workflow of the escalated call. This ensures that escalated calls are attended to in a timely manner and customers or calls are not left forgotten or delayed.


Keep KPIs in check

CallTaker customer service management software records all information and actions. With CallTaker customer service management you can easily evaluate KPIs by looking at data such as resolution times, call counts, staff call ratios, incident ratios and more. CallTaker customer service management software makes it easy for you to manage and view staff and team KPIs.


Keep in touch with team chat

CallTaker customer service management software includes a team chat tool making it easy for staff to keep in touch. If customer service staff cannot find the answer they need, they can easily begin a chat with another staff member, senior engineer or manager or another team to get the response they are looking for easily and efficiently.