Publisher review:SupportCenter Plus is a 100% web-based Customer Service and Support Software that offers Trouble Ticketing, Account & Contact Management, SLA Management and Knowledge base in one low-cost, easy-to-use package. ManageEngine SupportCenter helps you track and resolve customer issues quickly, thereby delivering superior customer support and taking customer satisfaction to the next level.
Self-Service PortalThe Self-Service portal is a vital component in reducing your support load. By enabling customers to create new service requests and find solutions via the web 24 X 7, SupportCenter Plus improves the productivity of your support representatives and reduces the total cost of IT Service delivery. Customers can also check the status of their requests online, thereby reducing unneccessary follow-up calls to the help desk to check status.
Features
- User-friendly web interface for creating new requests.
- End users can check the status of their requests online.
- 'My Tasks' noticeboard for reminders.
- Integrated Knowledge Base module for sharing solutions to common problems.
Benefits
- Reduced support load.
- Empower customers to identify solutions quickly.
- Keep customers informed.
- Your HelpDesk is available to your customers 24 X 7.
- Customers can review history of previous requests.
Knowledge Base SupportCenter Plus includes a Solutions (Knowledge Base) module that allows you to document best practices and solutions to common problems in an online knowledge base. The Knowledge Base acts as an effective knowledge sharing medium, boosting support productivity by leveraging collective knowledge and assists in effective knowledge management. It also helps in improving the average problem resolution time significantly as support reps find answers to problems quickly.
Features
- SupportCenter Plus offers the following features for easy knowledge management
- Build your own knowledge base easily.
- Searchable knowledge base solutions indexed by specified keywords.
- Partition a separate knowledge base for end-users (separating them from technicians) with access only to simpler problems.
- Group solutions by topics and sub-topics to facilitate easier access.
- Access Most Popular and Most Recent solutions quickly using preset views.
Benefits
- Duplication of effort is eliminated with a centralized solution repository.
- Effective sharing of knowledge improves overall productivity.
- Users get consistent answers irrespective of the technician servicing their request.
- Faster first call resolution.
- End users can get answers to common problems 24X7 from a web browser.
- Reduces the load on your Helpdesk.
Contact ManagementSupportCenter Plus lets you establish and sustain your business relationships by maintaining valuable customer information. Integrating account management features with the Support Desk, it gives you an overall view of all your customer relationships. This central repository enables your teams to track account-level data, service level agreements, user contact information, and product ownership details.
Features
- Manage all your customer accounts from one central location.
- Track all your customers and their contact details.
- Store account details such as user name, company, phone numbers, addresses, web sites, email addresses, Service Level Agreements and much more.
- Easily group related contacts together in a single account.
- Use pre-defined database fields to easily record contact information or add custom fields to meet your specific needs.
- Capture, view and edit all user transactions, including email, tickets, chats, and service calls in a single system
Benefits
- Instant visibility into all your support interactions anytime and anywhere.
- Increase productivity levels and service more customers faster with contact information at your fingertips.
- Confirm end user identity and verify which users are authorized to receive support.
- Meet the unique needs of your customer by maintaining a comprehensive history of all user interactions.
- Track user support history over time to anticipate needs and potential sales opportunities.
Product CatalogEach product that is sold to a customer can be categorized into a specific product type. The Product Catalog module gives your support reps the ability to add new product types as well as track and manage all products purchased by customers. Your Support Reps can organize product details more effectively. You can also allow your contacts to view and track all details about the products they have purchased
Features
- Ability to easily add and maintain new product types.
- Maintain a wealth of information about your products using configurable fields such as cost, delivery information and so on.
- Allow your support reps to create and maintain a list of products being sold to your customers.
- Allow your contacts to view and track all their product details.
Benefits
- Effectively categorize all the products sold by your company.
- Track products much more effectively using highly customizable product tracking.
- Higher customer satisfaction by delivering service as per customer expectations.
ManageEngine SupportCenter 6.0 is a PHP script for Live Support scripts design by AdventNet, Inc..
It runs on following operating system: Windows / Linux / Mac OS / BSD / Solaris.
SupportCenter Plus is a 100% web-based Customer Service and Support Software that offers Trouble Ticketing, Account & Contact Management, SLA Management and Knowledge base in one low-cost, easy-to-use package.
Operating system:Windows / Linux / Mac OS / BSD / Solaris
ManageEngine SupportCenter 6.0 script details 
