Webcom, Inc

After encountering an issue, the last thing internal or external customers want to do is jump through hoops to report it. If reporting an issue is difficult, customers may opt to ignore it while their dissatisfaction silently grows. If they do decide to stumble through a cumbersome process and report the problem, their dissatisfaction will grow if they are forced through too many clicks or through a phone maze of recorded, non-responsive messages that don’t address their situation and burn up their valuable time.

ResponsAbility allows your internal and external customers or partners to easily report issues from anywhere.

ResponsAbility’s Incident Ticket Form can be embedded into virtually any other application, such as

• » your web site,
• » your customer portal,
• » your partner portal,
• » other web sites or applications, or

you can send your customers directly to ResponsAbility’s URL.

Regardless of how many different convenient ways you have for your customers to report issues, your support organization receives them all in one spot. All the data automatically flows in and through ResponsAbility with

• » No retyping.
• » No copying and pasting
• » No leakage or loss of information through reinterpretation or mismatched file types.

While not having any issues would be ideal, the next best thing is tracking and resolving issues expeditiously and satisfactorily. Various studies even show that the most loyal customers are not ones that never had a problem, but those whose issues you resolved successfully. Most companies, however, don’t have unlimited resources so that everybody who encountered an issue is constantly given personalized updates about that issues.

With ResponsAbility Issue Tracking Workflow, from the moment an issue has been reported, customers will feel informed and confident that their issues are being addressed. After filling out the initial form, customers are emailed a confirmation, with issue tracking number, along with a link so that they can conveniently track the progress 24/7.

The link includes secure token technology which

• » eliminates the need for login ID and password and
• » provides secure access.

This is just one of the great user experience features offered by ResponsAbility.

In addition to being able to access their case with one click, customers also get

• » automatic updates as their issue is moving through the process, every step of the way,
• » without you having to do any extra work to keep them in the loop.

In today’s fiercely competitive market, demands on your resources are constantly increasing. The issues your employees are dealing with are ever more complex and the level of multitasking is constantly growing. At the same time less and less time is available for training or bringing aboard new hires. ResponsAbility Issue Tracking software allows you to eliminate mistakes and inefficiencies associated with re-inventing the wheel syndrome. It comes with pre-defined and enforceable issue tracking workflow.

The intuitive setup wizards allow you to personalize the default process or create and personalize additional processes to perfectly fit your needs.

Personalization is done via easy to use drag-and-drop interface with no need for programming, scripting or HTML coding.

Regardless of how simple or complex your process is and how similar or diverse your customers are, everybody working with your organization will know exactly what needs to be done, when, and in what sequence.

ResponsAbility will offer clarity and repeatability which means:

• » less training,
• » less re-work
• » fewer mistakes
• » improved consistency, and
• » more predictability.

This will result in improved satisfaction and increased confidence both inside and outside your organization.

Virtually everybody can improve their issue tracking and resolution process. We all know that there are things that we could be doing better, but finding the time to identify those things is a challenge. While this identification is vitally important, by its nature it is not urgent, and therefore most organizations never get it completed.

Within weeks, if not days, depending on the volume of issues, ResponsAbility will help you pin point your problem areas.

The built-in analytics will help you easily identify bottlenecks in your issue tracking and resolution process.

You will quickly be able to understand which tasks are taking longer than they should. You will be able to pinpoint which resources are overloaded and which are underutilized. Similarly, you will also be able to identify the most common causes of issues, so that you can address those internally or with your suppliers and decrease the incoming issue rate.

The built in social feed contains every

• » complaint,
• » comment, and
• » question,
• as well as,
• » your answers and responses.

This knowledge will give you great insight into the mood within your organization and perception outside of your organization.

The exceptional search and filtering capabilities transform what typically would be

• clutter and noise
• Into
• actionable insight.

Your internal and external customers are increasingly more demanding. In today’s world of tweets, social networks, and blogs, any perceived issue deflection or delay in resolution can result in instant and massive backlash. With these ever increasing customer expectations and many outlets where customers can voice their dissatisfaction, prioritizing what to work on next, and who should be working on what can quickly become overwhelming.

ResponsAbility has automated :

• » Assignment Rules
• » Notifications
• » Reminders
• » Escalations
• » Monitoring and Enforcing Service Level Agreements, and
• » Personalized Updates.

ResponsAbility issue tracking capabilities are great for helping you intelligently prioritize your issues, based on sound business rules rather than individual subjectivity. You will be able to quiet the squeaky wheel while also doing what is best for your business.

The rules also make it really easy to capture, distribute and maximize the impact of positive feedback you will get from your customers.

Whether you are a global organization, small development company with virtual employees, or an organization with clearly defined teams for each support level, coordinating the work of various resources in different locations or different time zones can be a challenge.

ResponsAbility comes with some exceptional collaboration features mitigating challenges of multi-level, multi-resource support.

Some key capabilities are:

• » Virtual Team Building allows for teams to be assembled to deal with a difficult issue.
• » Social Feed allows for insight into all the conversations that are occurring about any support issuebug or any other process.
• » Case Sharing allows for cases to be shared by invitation only with anybody who might contribute from inside or outside of your organization.
• » Following/Un-follow Support Cases allows members of your organization to follow a case so they can determine the next step in the process on which they are working.
• » Profiles allow your resources to identify their individual strengths and key capabilities so they can be tapped when their expertise is needed.
• » Assignment and re-assignment Rules allow issues to be seamlessly passed on from one support resource to another without skipping a beat.

Some issues may be really difficult to resolve. Some issues can keep repeating unbeknownst to those who might be assigned to deal with them. Your various first level support personnel may keep asking and re-asking the same questions over and over again. Most often, no matter how difficult the issue appears, there is an answer somewhere in your organization. Quickly finding the answer is often the bigger challenge. Some of the most valuable how-to knowledge is often trapped in never-read memos, individual email inboxes, or voicemails.

Unlike those inefficient communication vehicles, ResponsAbility allows you to maximize your organization’s talent. For example, there is a built in mechanism for multithreaded discussions within each issue. You can also build a team to deal with most difficult problems. The team members can consist of your customers, internal (first, second, third level support) resources and your suppliers. Collectively, they can all work on the problem and exchange ideas.

ResponsAbility also has a built-in social feed. It is similar to Facebook and Google Wave when it comes to ease of use, but the business and permission rules, along with precision search eliminates the clutter and provides insight.

Capabilities such as

• » Follow/Un-follow Individual Support Cases
• » Case Sharing by Invitation
• » Building Teams
• » Crowd Sourcing
• » Personal Profiles, and
• » Built-in Knowledge Base

allow for the right level of collaboration, not only within your company, but with your:

• » customers
• » vendors, and
• » partners.