From The Complete Guide to Customer Support

Key Support Tools

There are several important tools and technologies that you must consider deploying in your support center to carry out these three principles. Some of them are for internal support as well as customer support while others are used in call centers, in general.

Trouble Tickets/Problem Management

The most important tool in the support center, arguably more vital than the phone, is the trouble ticket. The trouble ticket is the record of the customer's problem: who is the customer, their contact information, the product they have the problem with, a description of the problem, and action on it. Support problems are often known as 'cases' or 'issues.' All trouble tickets have tracking or case numbers.

In the old days a trouble ticket was just that, a paper ticket attached to a piece of machinery. Now trouble tickets are e-mails and more recently on-line forms, filled out by customers or by reps when they take the call.

On-line forms are superior to e-mail forms because e-mail often gets lost in the barrages reps receive. Sometimes they are not stored. With on-line forms connected to your Web site there is no excuse for reps not to see them. Customer and internal support centers alike use these tools.


Kemma Software's BridgeTrak Issue Management screen is an excellent Illustration of a software-based trouble ticket. It shows the customer's name and contact person when the trouble was reported, the name of the rep handling It and actions taken, In easy to access tabs.
Copyright Brendan Read & Joe Fleischer 2002 under license agreement with Books24x7

Products & Services
Customer Service and Support Software
Customer service and customer support software are methods that companies use to interact with clients and customers. Methods include employee training and special purpose customer support software
Specialty Communications Infrastructure Services
Specialty communications infrastructure service provide specialty or proprietary services related to the development and maintenance of communications infrastructures.
Parking Control Systems and Products
Parking control systems and products are used in automobile parking enforcement and management. Examples include parking meters, ticket dispensers, toll barriers and parking partitions.
Call Center Service Providers
Call center service providers operate customer service call centers for small companies.
Fire Alarm Control Panels

Fire alarm control panels (FACPs) transmit signals between fire detection devices and alarms, suppression systems, and monitoring centers. This device reduces the potential for fatalities and property loss from structure fires.


Topics of Interest

Hosted Systems and Software The proliferation of the public Internet and secure private networks means that your company can use software and equipment from locations outside your support center...

When Ticketmaster needed to consolidate data center space and gain remote access to their server, they turned to Avocent, the leader in KVM over IP switching systems. Ticketmaster is the exclusive...

Overview There are three realities all support centers should be built upon. One: At some point your customers will want to speak with a live human being to solve their problem. Two: Contacts come in...

Connecting Your Support Operations For many companies customer support can be handled simply with a customer support desk. Many of these consist of a few reps on one floor or in a corner of a floor.

When you have knowledgeable support reps that stay with your company for the long term, you can translate your company's investment in a support center (real estate, furniture, equipment and software)...