SympoQ - Customer support made simple
SympoQ makes it easy for agile teams and startups to provide customer support to their customers without repetitive, manual work. It allows simplified set up and implementation.
This roadmap outlines the major steps in implementing SympoQ. Performing the following steps in the sequence recommended here saves time and simplifies the process:
For most of the settings, the default values are added to help you during the initial configuration. If you don't want them, you can delete them and add new values according to your needs.
Perform basic settings
Organize tickets and request's submission
Register users - create users' accounts and add their permissions
Set up e-mail communication
Perform advanced settings
Create Knowledge Base and grant user access.
Planning and deployment
To set up a customer support system that reflects your service and support structure, you need a good understanding of that structure and the customer support processes.
First try answering the following questions:
Information recording and tracking
- What information do you want to record and track for each issue and support ticket?
- Do you manage and coordinate issues and requests into ticket queues? SympoQ allows you to define multiple ticket queues and record issues into queues based on different criteria.
- How do you categorize issues?
- Do you want to provide different views of the issue data?
For example, do you want a summary view optimized for fast logging issues and categorizing problems, and a detailed view for recording things such as how the issue was resolved?
- What is your customer support process?
- Can you represent the path of an issue through the process as a sequence of steps, or decisions, such as New, Working, Waiting, and Solved?
- Who should have permission to make each decision? Who will be responsible for carrying out each step in the process?
- Do you need e-mail notifications to enforce ownership and accountability when requests and tickets are submitted or solved and who needs to be alerted? What kind of data notification message should contain?
Roles and responsibilities
- What are the different roles and responsibilities of your customer support staff (such as support analysts and group leaders)?
- Can you divide customers and their users into groups?
- Do different groups have different requirements for the system? Do you need to restrict access to the system based on specific preferences of your customers and their users?
For example, you probably want to give them limited access to the system so they can send new requests and keep track of their status. Support staff, on the other hand, require higher access to the system.