Customer Service interfaces with software users via e-mail and through the call-center. Customer Service Reps (CSR) have to be expert users of the software to provide first level support. To be able to perform superior services a CSR needs the following tools:
ACD phone line
E-mail program (MS Outlook)
Ticketing software (SupportLogix)
Access to 2nd and 3rd level support
Each support ticket has to be entered with timestamp, problem description, solution description, initiative, account, contact, billable. They also have to be clustered by area, category and issue. Note that support issues can result in the recognition of defects. Defects are identified software errors that may result in support issues, however, as a known issue the ticket will be closed immediately.