9. Act - Case Management

VOC ACT

VOC ACT, a powerful yet easy-to-use ticketing and case reporting system, which seamlessly routes inquiries created via email, web-forms, and phone calls into a simple, multi-user web-based customer support platform. VOC ACT supports you with the interactions with detractors, passives, or promoting customers and actively execute the close-the-loop process.

This presentation will cover the following topics:

• Introduction to close-the-loop process, possible hierarchy and roles, and repoll survey concepts.
• Agent Activities including:
  • Account creation 
  • Ticket handling & status
  • Task-Reminders
  • Customer base management
  • Dashboard statistics & filtering
• Admin functionality

(To download this presentation, please refer to the attachments at the bottom of this article)