In B2B SaaS, Customer Support is Key
to Customer Retention and Growth
TekStack provides a fully integrated Help Desk capability that allows customers to submit cases across multiple channels, and provides the sophistication to automate communication and escalation to ensure a successful result.
Our Help Desk App is powered by MS Dynamics 365 Customer Service
Microsoft Dynamics 365 Customer Service has long been recognized as a leader in Customer Service software by firms like Forrester and Gartner. TekStack takes this great platform and provides prebuilt features that B2B Tech companies need to get going right out of the box.
Provide a Self-Service Portal to Customers
Look professional to customers. TekStack provides you with the capability of setting up a support portal that will:
- Knowledge Base Articles including case deflection
- Discussion Forum to build a customer community
- Create new cases or track existing cases
Full Visibility of Cases
Anyone in your company can see the status of a customer’s case without the need to log into another system, or buy additional licenses.
Collaborate on Cases Internally
TekStack is fully integrated to Microsoft Teams so that agents can escalate cases to other subject matter experts and ‘swarm’ difficult cases.
Track Key Metrics
Track resolution by time period, agent, subject, or type. Track time to resolution as well as percentage of cases that missed SLAs. This is the type of information that can be passed back to the product team, or used for coaching.
Visualize changes to case volumes, opened, active, and resolved over time. View the information by agent, subject, product, or case type.
Integrate customer sentiment surveys like Customer Satisfaction on case resolution. Track CSAT overall, by agent, by customer. Trend changes over time.