Empowered Agents = Exceptional Support
You'll provide exceptional service and support when every team member uses Sugar for rapid customer insight and real-time collaboration. Our contextual intelligence makes it faster and easier to understand and meet customer needs, whether from a help desk, a call center, or a social media community.
360-Degree Customer Activity History
Deliver real insight. Know your customers inside and out with Sugar's 360-degree view of customer activity history. Get the most relevant, up to date customer insight across your business in a single view. Spend more time addressing your customer's requests and less time searching for basic information and entering data updates.
Deliver proactive service. Know what your customers are saying about you across social media channels and take action. Stay current with up to the minute information about key topics across your customer base and route issues into a single agent queue. Leverage your customers’ social voice to build real customer insight across your organization. Sugar is fully Social CRM ready.
Deliver expert service backed by the power of the collective enterprise. Connect to and collaborate with experts in real time across the extended support and technical organization. Get rapid answers, share documents and videos, and collaborate on best practices across the globe in real time.
Inbound Routing and Workflow Management
Deliver on time service. Respond faster by routing calls and emails to the right service representative. Address issues proactively and eliminate escalations by monitoring and prioritizing customer activity across channels. Enhance customer satisfaction by turning every channel into a rapid response support channel.
Case and Defect Management
Deliver on your promises by logging and monitoring your customer cases centrally, allowing for a detailed history of customer requests and alerts as part of every account. Close the loop between engineering and support with integrated bug and case tools. Track the effectiveness of your case and issue handling including response time to ensure customer satisfaction.
Deliver smarter service by providing accurate, user-ranked content across your knowledge base as well as Google, business and technical communities, and social media channels. Empower every customer to get rapid access to the answers they need quickly.
Deliver options. Decrease support costs by empowering your customers to leverage the collective ecosystem to find solutions and get updates automatically. Enable customers to post questions on Sugar’s cross-device, self-service Portal to get peer and expert advice for faster support.
Support & Service Analytics
Deliver customer expertise. Sugar reporting and dashboards provide you with real-time information about your customer’s history, product usage, and hot topics. Track responsiveness and time to resolution across accounts, teams, and departments, common customer problems and root causes, and overall customer satisfaction.