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Designed for any company that provides technical support via the telephone. With Professional Support you can log each technical support call for future reference, discovering new product issues and documenting each contact regarding support or customer satisfaction issues.
Professional Support 3.1 is broken down to 5 main modules consisting of a client database, a call logging database, a client equipment database, a database of vendors and a common issues or scripts database. These f
ive databases work in unison to provide a superior call logging tool. This database although very extensive can also grow to cover other call center needs such as protocol documentation, issue
s tracking, classification reports and much more.
Professional Support 3.1 is distributed as an individual application compiled with the FileMaker Developers Edition from FileMaker Pro Inc. This version is password protected and have some key features disabled.
To receive a full non-password copy
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PROFESSIONAL SUPPORT
CONTACTS
This is your electronic rolodex of the contacts that reach your call center. Here you can enter contact data once and then use it every time that a contact calls. This will increase both consistancy and accuratcy to your logged calls.
A new unique Contact ID is created automatically for each new contact record. This contact id links the logging database (Professional Support Support) to the contacts database (Professional Support Contacts).
TO DO
Creat
e a new contact record and enter in all the appropriate data. Copy the information in the Contact ID field (upper right corner) and then click the Support button.
PROFESSIONAL SUPPORT
SUPPORT
s so important we said it twice (SUPPORT SUPPORT)! This database is used to log your technical support calls. This is important because many times a customer cannot work with the same support representative. This logging can develope into a living document that can help all representatives use
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1997 - 1999 LeSaux Media Services All Rights Reserved
About
Open Caller Info
Open Support
Open Scripts
Open Equipment
Open Vendors
Open Caller Info
AWUsed to open the Caller.FP3 file, which is where individual support callers are stored.
Open Support
ANUsed to open the Support.FP3 file, which is where each support call is stored.
pport Module and the Problem & Resolution information is automatically entered.
TO DO
Go to the Support Database and enter in 1001 into the Script Link Field (light red in color, found in the lower right section of this screen) and then hit the TAB key. You will notice the Problem & Resolution information be entered automatically from information from that script in the Scripts database.
ever logging strategy you may employ, you may get some common calls that could always be logged the same way. The Professional Support Scripts database is used to store problem & resolution information from common support calls. Here you can enter the appropriate Script ID number in te Su
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Open Scripts
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Open Equipment
AmUsed to open the Equipment.FP3 file, which stores the individual equipment that is supported for each caller.
Open Vendors
AzUsed to open the Vendor.FP3 file, which stores the individual vendors for the equipment that is supported for each caller.
About
Scripts
Register
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H of Professional Support requires a registration payment of $40.00. Check, Money Order, MasterCard, Visa, Government, Corporate and Education Purchase Orders can be accepted.
LeSaux Media Services
2250 Ridgepoint Drive, Suite 1007
Austin, Texas 78754
Telephone (512) 443 - 7311
email - dman@lesaux.com
web - www.lesaux.com
Caller InformationT
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Remembered ScriptsZ
Assorted Vendors
1997 - 1999 LeSaux Media Services All Rights Reserved
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their skills to resolve complex technical support situations.
The Problem & Resolution section can be expanded to full screen view by clicking the red text
Expand to Full Screen.
There is a variety of methods that management may decide to log support calls. These include
Total 100% Logging
100% Loggin of new or troublesome products
A specific loggind day each week
Logging of calls that may have difficulting being resolved on first call
Any combination of the above.
TO DO
Create
a new support record and paste in the Contact ID # that you copied from the Contacts module. Hit the TAB key and the contact information will be entered automatically.
PROFESSIONAL SUPPORT
SCRIPTS
Whatever logging strategy you may employ, you may get some common calls that could always be logged the same way. The Professional Support Scripts database is used to store problem & resolution information from common support calls. Here you can enter the appropriate Script ID number in te Su
(.txt)