Mastering Global Support Settings for Efficient Customer Support

Guides & Tutorials
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Introduction

Welcome to this guide on the Global Support Settings feature in Empress. This interface is your one-stop destination for managing all support document configurations. Mastering this feature allows you to streamline your customer support and issue management processes, leading to improved customer satisfaction and more efficient operations.

Accessing Global Support Settings

To reach the Global Support Settings:

  1. Click Home from the main dashboard.
  2. From the dropdown menu, select Support.
  3. In the following menu, click on Settings.
  4. Finally, select Support Settings.

Within this space, you’ll find a comprehensive range of features designed to help you manage your customer service more effectively.

Service Level Agreements (SLAs)

SLAs are vital to customer support, defining expected response and resolution times. Empress enables you to track and manage your SLAs with ease.

Activating SLA Tracking

To begin tracking SLAs:

  1. Toggle on the Track Service Level Agreement feature within the Support Settings.

Resetting SLAs

Empress also provides a Reset Service Level Agreement feature. This allows support team members to reset the SLA for open issues in the Service Level tab. To reset an SLA:

  1. Click on the Reset Service Level Agreement button before the SLA fails.
  2. Provide a reason for the reset in the prompt that appears.

This tool ensures your SLAs are always relevant and aligned with your ongoing business needs.

Managing Customer Issues

Managing customer issues is a vital part of delivering exceptional customer support. Empress offers various features to streamline this process.

Automated Issue Closure

Empress can automatically close any “Replied” or “Resolved” issue after a specified number of days with the Close Issue After Days feature. If a customer responds to a closed issue, the issue will automatically reopen, ensuring no customer queries are left unanswered.

Conclusion: Enhancing Your Business Processes with Empress

Mastering the Global Support Settings in Empress allows for efficient management of your customer support processes, leading to improved customer satisfaction. Empress’s user-friendly interface makes it easy to activate, reset, and track Service Level Agreements, and manage customer issues effectively.

For more information or assistance with Empress, please refer to our additional resources or contact our support team.