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| [13.08.2007] |
| Futurism's Cogent has been created to perform strongly in search engine rankings. |
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| [14.11.2006] |
| Websites powered by Cogent have web pages, that offers far more SE optimized content. |
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| "The software has been conceived and developed to offer cost-effective site build and maintenance, and it has delivered exactly that for Bellamare. I am not aware of any product that comes near its value-for-money proposition combined with ease-of-use." |
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Easy to use web based, Cogent WebApps trouble ticket system provide user access to status updates, facility of trouble ticket request creation & updating, ticket configuration, routing and escalation management.
Cogent WebApps help desk trouble ticket software submit trouble tickets (form-based support requests) through your support site. Your representatives can also raise ticket on behalf of customers. As a result you can support multiple channels of communication and store tickets generated via email, phone or support site.
Cogent WebApps Ticket enables your team to track, route and manage customer support requests. As a result, your support organization will provide efficient, superior service, raising customer satisfaction and retaining satisfied and loyal customers.
Key Features:
 Manage all incoming customer service requests from email, support site, web forms, phone, fax and postal mail.
Customer Ticket Tracking and Thread Management: Create a new case record for each customer support request. Each new request creates a unique ticket number and all the new requests containing ticket number are linked with the original request.
Ticket Routing and Assignment: Automatically route tickets based upon various parameters like customer, priority, category, round robin etc. Support both Push and Pull Mechanism.
Ticket Escalations: Define escalation policies. Ticket will be automatically escalated depending upon various parameters you will set.
Enterprise Email Management: State of the art Email Management Software inbuilt in Cogent WebApps help desk software. Wide range of functions including spam control, auto ticket generation, rule engine etc.
Service Level Agreement (SLA) Management: Define SLAs for customer groups with features like auto notifications, escalation, routing.
Knowledge Management: Comprehensive Knowledge Management lets you solve customer queries in matter of minutes. Through Cogent WebApps KM you will be able to store standard answer, track customer history, and quickly resolve complex customer queries.
Attachments: Customers can attach files while creating tickets.
Customizable Inbox: Your representatives can customize inbox and define various views. They can also define how many tickets they want to see in one interface.
Automatic Email Notification: Receive email confirmations when tasks are created assigned or completed.
Online Contact Repository: Capture, view, and edit all customer interactions, including email, tickets, chats, and service calls into a customer management system.
Unlimited Customer Notes: Includes unlimited date- and time-stamped notes for each contact to keep track of important conversations.
Reports: Choose from wide range of reports. You can generate a unique report via Reporting Engine.
History of Activities: Tracks history of activities for each customer including a full record of sent and received service requests, customer notes, call logs, last visit to support portal and more.
Single Integrated View: Deliver a single integrated view of every interaction with customers, vendors, and even partners.
Define Customer Permissions: Verify the identity of customers and grant the appropriate privileges to entitled users.
News: Share news and known issues with your representatives, customers.
Benefits for your Support Team:
Effective management of customer issues.
Better understanding of customer needs.
Standardize your support processes.
Track which support issues are most common.
Decrease the average time to resolve support issues.
Ensure open issues are handled in the appropriate time.
Maintain a complete view of each customer.
Verify customer identity and privileges.
Track customer support history over time.
Identify customers most in need of support.
Leverage customer trends to up sell and cross-sell.
Establish consistent customer management.
Access your key contact information anywhere, anytime.
Benefits for your Customers:
Submit support requests on the Web.
Easy way to report complex problems.
Help support reps solve your problem more quickly.
Track the status of your support requests.
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