Customer support center in the billing platform BILLmanager
Built-in user interaction and request management system
Key features
Response templates
Ready-made response templates for quick insertion into the ticket window
Notification templates
Dozens of templates for client notifications via email, SMS, Telegram and the client's personal account
Working with tickets
Registration of customer requests, correspondence on requests, tracking their execution
SLA control
Setting up time frames for responses to user requests
Customer support center in BILLmanager
The BILLmanager platform provides a ready-made set of tools for automating interaction with users.
Ticket system for processing requests
BILLmanager contains a full-fledged system helpdesk module. Users can create requests to the provider's support team, receive responses, attach files, insert code and other necessary information into messages, leave ratings for support responses, and not only through the BILLmanager personal account, but also by email. Client requests sent by email are forwarded to the provider's mailbox and to the BILLmanager platform, which creates tickets based on them.
Automation of work
Answers to frequently asked customer questions can be added to templates for quick insertion into a ticket window. Templates may be available:
- To employees of all departments;
- To employees of a specific department;
- To a specific employee.
Notification system
BILLmanager offers a ready-made user notification system. There are several delivery channels available:
- Via the notification menu in BILLmanager;
- By email;
- by SMS;
- Via Telegram.
The platform provides a set of ready-made email notifications. If necessary, you can set up your own templates for sending notifications via SMS, the BILLmanager menu, and Telegram.
Online chat
BILLmanager allows you to install an online chat on your website. The module allows you to authorize clients in the system directly from the chat window, view detailed information about them, and save dialogues in tickets for further work. All communication history with clients is saved in BILLmanager and is available for viewing.
Spam protection
To protect the ticket system from spam, you can set a limit on the number of messages per hour. Protection will be enabled for new tickets and for existing ones.
Users who violate the terms of use of the service can be awarded penalty points. When the number of points exceeds the set permissible value, BILLmanager will automatically stop all client services and prohibit ordering new ones.
Paid user support
By default, all support tools are free for users. If necessary, requests can be made on a paid basis. BILLmanager supports two options for setting up paid support:
Debiting funds from the client's account for a ticket;
Support for prepaid or dedicated requests (incidents).
SLA contro
You can customize the response and reaction time depending on the customer group, customer, request priority and other parameters.
Notification to the manager
If the employee is late in responding, the manager will receive a notification by email.
Tag cloud
You can assign tags to requests for further analysis to understand what questions are most often of interest to customers.
Quality control of answers
You can analyze your employees' ratings and provide feedback on their answers.
Plan for BILLmanager Hosting&Cloud
For hosting companies and cloud providers to automate sales and service management
- Automation of service sales: VPS, VDC, dedicated server, colocation, domains, SSL, shared-hosting;
- Integration with the cloud cash register ATOL Online;
- Payment acceptance: integration with Sber, Tinkoff, and more than 20 other services;
- Document management: automated invoicing for services, integration with EDI Diadoc;
- Bank payment processing: integration with 1C;
- Payment acceptance automation, recurring payments;
- Marketing tools (segmentation, mailings, promotions, etc.) and CRM;
- Ability to work with multiple projects simultaneously, as well as White label;
- Built-in support system;
- Built-in BI tools for analytical reporting.
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Plan for BILLmanager Hosting&Cloud
For hosting companies and cloud providers to automate sales and service management
- Automation of service sales: VPS, VDC, dedicated server, colocation, domains, SSL, shared-hosting;
- Integration with the cloud cash register ATOL Online;
- Payment acceptance: integration with Sber, Tinkoff, and more than 20 other services;
- Document management: automated invoicing for services, integration with EDI Diadoc;
- Bank payment processing: integration with 1C;
- Payment acceptance automation, recurring payments;
- Marketing tools (segmentation, mailings, promotions, etc.) and CRM;
- Ability to work with multiple projects simultaneously, as well as White label;
- Built-in support system;
- Built-in BI tools for analytical reporting.
about the platform
Detailed video about the platform's capabilities
demo
Detailed video about the platform's capabilities