Welcome to the Support Settings feature of Empress, your business-friendly guide to managing and customizing your customer support experience.
Introduction
The Support Settings feature is a powerful tool allowing you to configure various aspects of your customer support system. From tracking service level agreements to managing forum posts, this feature plays a pivotal role in your business operations.
Features and Benefits
Service Level Agreements
Empress allows you to track service level agreements. This ensures that your team meets its commitments to customers within the agreed timeframes. You can even allow resetting of service level agreements, offering flexibility in your customer service process.
Issue Management
You can set Empress to automatically close issues after a specific number of days. This ensures that resolved queries do not clog up your system and helps maintain an organized, efficient support process.
Support Portal Customization
Customize the look and feel of your support portal with the greeting title and greeting subtitle fields. These fields allow you to create a warm, welcoming environment for customers seeking support.
Forum Posts
If you have a forum where customers can discuss issues and solutions, Empress can show the latest forum posts on your support portal. You can also specify the forum URL, ensuring that customers have easy access to the community discussions.
User Roles and Permissions
In Empress, the System Manager role has permissions to create, delete, read, write, email, print, and share within the Support Settings feature. This ensures that your system settings are managed by authorized personnel only.
Viewing and Editing Support Settings
To view or edit your Support Settings, navigate to the Support Settings page in the Empress interface. Remember, only users with the System Manager role can make changes to these settings.
Conclusion
The Support Settings feature in Empress adds a layer of customization and control to your customer support process. By effectively using this feature, you can enhance your support system and provide a better experience to your customers.
For further information or assistance, you can reach out to our Empress Support Team.