Providing Customer Support from Sugar’s Built in Modules
SugarCRM comes out-of-the-box with support modules to help your support staff better serve your customers. Whether you’re providing customer support from a help desk, call center, or social media, Sugar provides the tools you need to respond to customer issues quickly and efficiently.
Sugar’s customer support portal allows your customers to sign in and log cases, report bugs, or read through your knowledgebase for potential solutions to their problem. After a case or bug is reported, a notification is sent to the assigned support representative, and related information is instantly tied to the contact record in Sugar. Customers can log notes against cases, and sign in to view their case history and progress on open cases or bug issues.
Create personal dashboards for your support reps so they can view all of their open cases, customer activity, and their upcoming tasks – all from one screen.
Sugar also integrates with several leading live chat solutions, allowing your customers to communicate with reps in real-time. Live chat can create cases and notes right from a conversation, while also logging transcripts against existing cases. For more information on live chat options for SugarCRM, read this article.
For help setting up your SugarCRM support portal, or to request any additional services, give us a call at 440.503.3986 or you can email me directly at firstname.lastname@example.org.