Regardless of the type of customer support you provide, the one constant for all support organizations is that customers seek you out to help them resolve their issues. Here are some of the options that your customers have for contacting you:
- Send an email
- Fill out a support request form in your CUGIC Support portal
- Fill out a support request form on your own web site
- Call you on the telephone
- Text chat with you
- Send you a tweet
- Post on your Facebook wall
All of these communication options are referred to as channels. You decide what channels you want to enable in your CUGIC and how your customers can reach you.
You can open even more ways of communicating with your customers by adding Apps to your CUGIC. These give you additional functionality and connect you to many popular internet products and services.
All support requests, from all channels, become CUGIC Support tickets. Tickets capture your customer's initial request for support and all the conversations your agents have with the customer along the way to solving their support issue.
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