· Inability to synchronize information across your enterprise. · Inability to track issues, which results in dropped cases. · Inability to track response time and adhere to Service Level agreements. · Inability to keep support agents on important tasks rather than a few repetitive issues. · Inability to share knowledge with other agents. · Inability to leverage the Internet and provide proactive support for your customers 24x7. · Inability to have real time call center and agent productivity. · Inability to train agents in a timely manner. · Inability to improve overall service quality and perception. Customer Support automation can help you... · Establish user-defined service level agreements per each account. · Affiliate and track user-defined warranty programs for inventoried items. · Log and track service tickets for specific accounts related to serialized or lotted items. · Automatically route, and escalate reported service tickets based on user-defined rules. · Create and link appointments, tasks, and activities to specific service tickets. · Add unlimited user-defined fields/forms/folders to each service ticket. · Maintain a complete history of activities with unlimited notes, about each service ticket. · Populate and utilize the natural language knowledge base to search for problem resolutions.