Key Features of Case Management Software
Ideal customer support software goes beyond simple case management. It’s a crucial part of selecting a cloud platform, but it should be observed as a minimum requirement, rather than the main feature. Here’re some of the things that you should look for when choosing a case management software.
The solution should be able to interface with external systems, applying flexible APIs that enable users to make real-time, bidirectional communication between the platform and relevant apps and networks;
It’s essential for companies to provide self-service portals for clients, enabling them to answer questions with help from a company representative;
• Advanced analytics:
The solution should give a comprehensive analysis and reporting. Unlike conventional one-dimensional reports, predictive intelligence analytics enable you to turn your insight into action quicker. You’ll be able to connect and query multiple data sources with a powerful analytics engine, which provides new ways to visualize your data and KPIs. It means that you’re able to anticipate needs and adjust accordingly;
The perfect platform needs to ensure that outdated tech isn’t a problem. Regularly updated servers
, new features, and functionality should all be taken care of by the host, benefiting their clients. Also, the system should be adaptable enough for future growth and add-ons, as well as empowering business to estimate and predict future costs;
• Mobile support:
Support for various devices is pivotal, both for customers and employees. It delivers 24-hour mobile management of customer support, and corresponding self-service options for on-the-go clients.