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Customer Service Software Gives Heartland ECSI an Assist

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July 31, 2014

Customer Service Software Gives Heartland ECSI an Assist

By Michelle Amodio, TMCnet Contributor

It is expected that businesses in all industries get with the times, particularly in a tech-heavy era where people are always-on, always-connected. Consumers are looking for technology to improve their experience, give feedback through technology channels, and reduce the number of times they have to call a respective agency.

Companies like Heartland ECSI who helps higher education institutions with financial services and solutions realized that, with its partnership of 2,200 colleges and universities, needed an assist with its help desk. Help desks are no strangers to the customer service challenges that many face. Customer service is not exclusive to retail products or services.

“The biggest hurdle that we had to get over was the fact that our support tickets need to be monitored by our support team and they can follow multiple paths simultaneously,” states Ryan Bruner, Heartland ECSI’s Director of Client Support in a recent case study.

The organization turned to TeamSupport to help resolve its help desk issues for better ticketing processes, faster response times, and of course a solution that was not at all complicated to use.

“We found that other software systems require you to assign tickets to a single person. By comparison, TeamSupport gives you visibility into a ticket during its complete lifespan, so you can monitor and collaborate on tickets even if they’re aren’t necessarily assigned to a single person,” said Bruner.

As exemplified in this particular case, customer service software can help a myriad of businesses when it comes to managing day to day communications between customers and service staff.

Quickly answering the phones or responding to emails from your customers is only one aspect of providing superior service. To truly help your customers, you have to be able to determine "why" they are calling. You need to identify ways to reduce call volume and glean other key insights that can help reduce call time, increase first call resolution and increase customer satisfaction. This is what customer service software can do.

Considering the importance of effective communications when it comes to helping customers, customer service software is a critical business tool for success and business efficiency. 

Edited by Alisen Downey

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