中港電郵系統 + 網絡電話 + 即時通訊 + Web2.0應用系統 = 低成本而可中港協作無間

客戶服務自動化系統
(有繁簡中文,日文及英文用戶介面)

24小時網上客戶服務中心
在線客戶 online chat
在線客戶統計
自動產生服務Ticket 給相應部門
服務Ticket 流程自動化
跨部門協作 / 虛擬部門 
客戶與部門互動記錄

在線客戶統計 
Real time Web visitors monitor

發送服務求請 (Service Ticketing) :

線上知識庫 (Knowledge Base) :

問題診斷 (Trouble Shooter) :

RSS 新聞頻道:

費用: 
SupportSuite 按系統收費, 市場價 HK$3000/月, 優惠期內半價 HK$1500/月.  費用包括: 電腦主機, SupportSuite 軟件, 防病毒, 防垃圾, 數據中心租金, 設備電費, 遙控支持, 系統維護)

可配合 LiveChat, LiveSupport, LiveResponse, Web Visitors Monitor 按管理用戶收費, HK$250/月.  費用包括: 電腦主機, 軟件, 防病毒, 防垃圾, 數據中心租金, 設備電費, 遙控支持, 系統維護, 連 LiveResponse 客戶端軟件上門安裝及支援)

* 貴用不包括 : 額外上門培訓, 上門支援, 數據備份用品及工作時間, 個人電腦毛病

我們的優勢, 帶給客戶最大效益

我們使用 IceWarp Web2.0 平台
我們使用 IceWarp 短訊 SMS 平台
我們使用 IceWarp 災難恢復
我們使用 IceWarp 網絡狀態監察
我們使用 IceWarp Web 加速引擎
我們使用 IceWarp SSL Tunnel (HK<->China 中港加密通道)
我們整合了 IceWarp Messaging, IceWarp LDAP ... 提供完美 web 平台

關於系統試用, 功能查詢,  請電:  
陳小姐, 公司電話: 23120878    電郵 :  bonnie @ tops.hk

Your ticket and e-mail based support desk starts with departments. You can maintain an unlimited number of departments (such as Support, Sales and Billing) and enforce access permissions to each for individual staff users or across entire staff teams. Departments can be made either public (tickets can be submitted directly to the department by your support desk users) or private (for example, for internal purposes). Tickets can be moved between departments with ease.

Each ticket has a status — such as Open, On Hold or Closed. Administrator users may create new and customize existing statuses with ease, as well as bind a status to a specific department or make the status available to all departments. Tickets within a department of a certain status can be listed directly from any area of the staff control panel using the department and status tree.

Each ticket can have an unlimited number of labels attached to it and can be flagged with a certain color, allowing you to sort tickets physically (labels) as well as visually (flags) with ease. Administrator users may add, edit and remove flags via the administrator control panel. Labels can be created by all staff users, and using the department and status tree can be instantly filtered by label (across all departments) in a mouse click.

A ticket filter behaves much like a "saved search"; the only difference being that results are not saved — only the search criteria are. Staff users can define an unlimited number of search criteria and save this set as a named filter. This filter can be made public (visible to and usable by all staff users) or private (usable only by the staff user who created it). The filter can then be instantly executed from the department and status tree; clicking on the filter's name will perform a ticket search according to the specific criteria, bringing all relevant tickets into view.

The SupportSuite e-mail parser allows incoming e-mail messages to be automatically processed according to rules you specify. We integrated SupportSuite with IceWarp Messaging Server to be a perfect Web2.0 application.

Automation integration : Vistor or client just need send a support request email to SupportSuite, then system will generated client account, create ticket to defined department and send instant response  AUTOMATICALLY

SupportSuite brings enterprise standard workflow management to your support desk. Sets of department and working hours can be created on a weekly schedule, and SLA plans can be configured and enforced that correspond to these working hours. SLA plans are assigned to a department, to a user group, a user or to an individual ticket. Escalation rules can then be configured to perform a series of actions (such as changing a ticket's status, assigning the ticket to management and changing the ticket's priority) when a ticket becomes overdue according to the SLA plan. These integrated workflow features allow you to control response times and increase efficiency across your entire support operation.

Take extra steps to ensure that your users are satisfied by your correspondence using scheduled follow-ups. SupportSuite can be configured to automatically perform certain actions after a specified amount of time has elapsed. For example, the ticket can automatically be moved to a different department, escalated to a higher priority or assigned to another staff user.

a desktop application for Microsoft® Windows®. The lightweight application resides in your system tray and connects to your SupportSuite server. InstaAlert will notify staff users as to new tickets and ticket replies. A "pro" version of InstaAlert is also available at additional cost that provides more detailed ticket and department information. To read more about InstaAlert, 

Each staff user can individually customize the way they are alerted about ticket actions using a rule-based alert system. For example, a ticket alert rule can be created to e-mail a particular staff user or all staff users when a ticket is created or when a ticket's priority is changed. Alerts can be sent via e-mail or SMS (see the section on the SMS Gateway) and are available for a wide variety of events.

To more effectively alert staff members when an event has occurred in the support desk, mobile SMS (Short Message Service) can be utilized to send alerts to staff users' mobile phones. Using the IceWarp mobile SMS Gateway, a credit-based system, staff users can be alerted instantly wherever they are. To read more about the SMS Gateway.

SupportSuite is accompanied by a free Microsoft® Windows® Application that allows staff users to constantly monitor web site traffic, manage the support desk, chat with clients and other staff users all from one location. Providing many configurable options, the LiveChat Response Client Application can be fully customized to meet the need of each staff user/support desk combination. The interval at which site visitor data is retrieved can be customized, along with almost every other aspect of the application.

Break down the virtual barrier by engaging site visitors in real conversation. A "live chat" button can be placed on any page of your website as well as on the support desk home page. Visitors can request a live chat session, or a staff user can proactively request to chat with the visitor (see below). Visitors only need a web browser to chat, and since the live chat system utilizes AJAX, no page reloads are required, creating a fluid and seamless chat experience.

Utilize proactive chat features to make the sale — your support staff can be the one to request a chat with a site visitor to preemptively offer guidance or assisted browsing, just like on a shop floor. Request to start a chat session by politely asking the visitor if they would like to chat, or take a more aggressive approach and "force" a chat session on the visitor. Because chat requests are part of the webpage the visitor is viewing, they are not hidden by pop-up and ad blockers. Visitors can of course also choose to decline the chat request.

Multiple staff users can chat with a website visitor at the same time, and the live chat system also has the ability for staff users to hold their own chat sessions and conferences. Chats can be easily transferred between staff users logged into the LiveChat Response Desktop Application, which allows for effective chat escalation (to higher level support technicians or management, for example) and redirection of queries.

SupportSuite's round-robin chat queuing system manages incoming chat requests from site visitors. Chat requests will initially be sent to the first available staff operator that is not marked as busy or away. If after a specified amount of time the operator does not accept the chat request, it will be routed to the next available operator, until the request is accepted and a chat session has begun. You may also specify the amount of attempts the system should make to connect the visitor with an operator before requesting for them to leave a message using a special page.

Maximize live chat support efficiency using predefined, or "canned" replies. Managed centrally in the support desk, canned responses are broadcast to all staff users running the LiveChat Response Client Application and are available to them at the click of a button. Easily greet site visitors and field their commonly-asked questions without the need to type the entire response. In addition to standard textual responses, you can also manage URL, image, and highlighted computer code (such as PHP, Java, or HTML) responses. These responses can be categorized by group, type, or however you see fit.

Using ViewShare, staff users can easily share their screen through the user's web browser, guiding them through a complex task or perhaps giving a presentation. No third party software is required for a client to view the desktop of a staff user's PC in real time.

The LiveChat Response Client Application can be equipped with the ability to act as a VoIP (Voice over IP) softphone terminal. Using our LiveResponse SIP VoIP Add-on, staff users may make and receive telephone calls directly from the LiveResponse Client Application. The VoIP add-on has the ability to integrate with your VoIP provider or even your own PBX (Private Branch eXchange) server.

The LiveChat Response Desktop Application provides real time visitor monitoring across your entire support desk and any page that displays the live chat button or (optional) visitor tracking JavaScript code. You can monitor user footprints (navigation history), the time spent on your websites as well as other detailed user information such as their country (represented by a small flag), screen size, browser, operating system, referrer and search engine information (see below).

Easily see what search engine a visitor used to reach your site and with what search query (keywords) they used. Use this feature to boost your site's SEO effectiveness and to better relate with visitors who would like to chat. Visitors who have reached your site via a search engine will be displayed in a different color (customizable through the support desk) than the rest, for easy identification.

SupportSuite can be used to monitor and manage the performance of advertisement and referral campaigns. You can easily set up a number of 'link masks' that redirect to a destination page — information users who use this link to access the defined destination page will be logged. This information can be displayed in a series of in-depth reports that includes raw and graphical representations of data.

Keep your clients updated with company news and updates with the news module. Staff users can publish articles that will appear on the support desk home page and your support desk visitors are able to subscribe to news articles by entering their e-mail address. When creating news articles you may choose to send an e-mail newsletter out to the subscriber list, publish the article on the support desk or both. Articles can be syndicated into an RSS (Really Simple Syndication) feed made available to your visitors on the support desk home page.

Consolidate articles and FAQs using the knowledgebase module. Nested categorization allows articles to be organized and navigated neatly and intuitively in a tree-like structure. Used in concert with the Tickets module in SupportSuite, knowledgebase articles can easily be referenced when replying to a ticket with a few clicks. Articles can also be syndicated by category using RSS (Really Simple Syndication) New Channel.

Automate problem troubleshooting such as installation of software or hardware or configuration of devices using the troubleshooter module. Under normal circumstances, the user's request for instructions might end up as a costly support ticket. With a troubleshooter wizard, users can solve their problem on their own by following predefined steps, questions and (eventually) solutions.

Provide your users with important files such as drivers, printable documentation and articles with the downloads module. Easily track how many times each file has been downloaded by users, as well as manage comments made by users for each file. In addition, files can be password-protected for security. Files can be uploaded from a staff user's PC or linked from an externally hosted file for listing in the downloads database.