Opscotch, the Helpdesk, Issue Tracking, Customer Service solution that JUST WORKS!

Customer Service is important. Opscotch Helpdesk Issue Tracking software can help deliver important customer information to your technical support and sales staff allowing them to better provide customer service to your clients.

Opscotch, the Helpdesk, Issue Tracking, Customer Service solution that JUST WORKS!

Intuitive and easy to use software is required for modern business. Solutions like SugarCRM, Salesforce.com, Zendesk, Kayako, Bugzilla, and Mantis Bug Tracker are all well and good but they take time to learn and are complex to utilize. Don't have your staff tearing their hair out trying to add customers to SugarCRM, don't have them begging for support from Zendesk, and don't shell out hard earned dollars for Salesforce.com there is a better way there is opscotch!

Opscotch, the Helpdesk, Issue Tracking, Customer Service solution that JUST WORKS!

Do you have too many customers to keep track of? Are you worried that while you are messing around with Salesforce.com or forcing your customers to submit every ticket into your Zendesk web portal your competition might steal your customers away? Are wasting valuable resources trying to customize opensource "Free" solutions like SugarCRM? The Opscotch Helpdesk Issue Tracking solution is an off-the-shelf system that adapts easily to your customer service needs so you can concentrate on what you do well.

Improve
Customer Care

Web-based operations tool for large and small companies. Easy to learn get up and running in minutes!

Know Your Customer

Foster a stronger bond with your customers by keeping track of what matters to them.

Sounds like Success

Get what you're looking for, find 'IniWare' when they say 'Anywhere'.

PUT A FACE ON YOUR CLIENTS

History and personal info for better customer care.

MAKE CONNECTIONS, NOT JUST CUSTOMERS

People appreciate a personalized touch.

DEPLOY IMMEDIATELY

'free' software costs you more in your time than opscotch costs annually. Tired of 'free' software that costs you thousands of dollars in time?

ADAPTABLE AND SCALABLE

Works for one user or global teams.

INTUITIVE AND EASY

As easy as web surfing, social networking, or checking your email, you will have no trouble learning opscotch.

5 GIGABYTES OF STORAGE PER USER

Not enough? We can always make more room for you.

ONE LOW PRICE, LESS THAN $100
A YEAR

No awkward pricing tiers. Price too high? Make us an offer.

In the Ticket Detail comments stack and are sortable.

Ticket Info is presented to the right, and you can easily add a comment on the left.

All modifications are stored in the history along with the time, date and the user that made the change.

Attach Images, Supporting Files, Invoices, or anything else.

Images such as screenshots can be viewed graphically and found visually.

All attachments can be easily launched in the registered viewer on your system.

In the client record view you can easily locate all of the client's open tickets by clicking on the All section.

In this view you can view, sort or open any of the tickets on this client.

Additionally you can easily add a new ticket for this client by entering the information on the left.

In the snips section of the client record view, you can see the client image, their building photo, and their website screenshot.

Snips will also pull up the current weather for their address.

Looks like it will be nice on Saturday!

Attachments can be uploaded and added on contacts, too.

Here we can see all the attachments on a particular contact.

Images will display with a thumbnail, documents and other files will have an icon.

Contacts can be connected to one another via relations, allowing you to represent real-world relations in your data.

There is no limit on how many relations you can enter for a contact and relations are automatically reciprocal.

All you need to do is note that Sam is a consultant for SysCorp, LLC. and he will appear in their record as well.

Using a microblog style interface you can easily add any kind of information to any contact record in Snips.

This functionality allows you to keep track of your contact's likes, dislikes, personal preferences, pet names, or anything else that is 250 characters or less.

Leverage this functionality to allow your whole staff to really get to know your customers!

Adaptive Phonetic Search allows you to locate clients, while partial word matches simultaneously locate tickets, putting all the information at your fingertips.

Find 'IniWare' when they say 'Anywhere', find 'Crate & Cart' when they say 'Grade *mumble* *mumble*'

Stop always asking for customer numbers, or if they can spell that company name.

Select your preference of light and dark high contrast themes that make reading information much easier.

Opt to break list views into two panels separating Active tickets from those that are Deferred waiting for customer action.

Sort list entries by any field, making it easy to pinpoint the entries you are after.

Our clean user interface lets you get at the data without all the clutter.

High contrast themes and larger fonts enhance rapid readability.

Compartmentalization of information into panels create defined zones of data.

Tired of drowning in useless widgets?

Why get to know your customer?

It's a time-honored axiom of business that you should get to know your customer. Like any other relationship between equals, the business-customer relationship depends on a healthy flow of information back and forth. Communication has to be constantly worked at, with good sense and good humor. If you benefit from the relationship, it's your responsibility to keep the lines of communication open.

The customer may communicate, or they may not. As a customer, how many times have you simply walked away from a bad meal, a bungled service interaction, or a bored and indifferent cashier because you thought nobody would really listen anyway? If you have, then you've been on the other side of the equation.

Provide every means you can to encourage and allow valuable feedback from your customers. They know more about some aspects of your business than you do. The key to all of this is getting, maintaining, and using personal information about your clients.

One high-end international hotel chain, a regular winner of prestigious service quality awards, trains each of their employees to gather and document information about each one of their guests. If they ask for a certain brand of coffee, that's noted. If an employee notices the make and model of their personal car, that's noted. And those guest dossiers are shared with every property, nation-wide. Put this all together, and two things emerge. One is establishing empathy and true connection with the customer, and making that conversation feel like a real relationship.

It's powerful to know that your customer is calling from Dothan, Alabama, for instance. That fact subtly shapes your understanding of the caller's likely values, urban surroundings, vocal pace, and communication style. The other thing -- in an increasingly automated, bell-curved, over-calculated and outsourced business environment, false assumptions have been made and real contact has, in many cases, been lost. Good customers recognize and appreciate good personalized service. Reaching these customers provides a real, measurable business advantage.

What is the virtue of centralized data?

The Benefits of a Centralized Database Data is the life-blood of just about any organization. Data needs collected, stored, and accessed with ever increasing speed and integrity. These could be records on products, services, or customers. Having all this data in a centralized database is crucial for an organization's flexibility and success.

The use of a centralized database is vital in frontline areas of organizations like in customer service and customer relations. Having to re-collect customer data is time consuming and will not make a good impression for any company or institution. Beyond the fact that there are tremendous efficiencies when using a centralized database, there are huge risks with not centralizing data. One of these is data integrity. All too often, data gets scattered around an organization with a spreadsheet in one place, a database in another location, and a contact list randomly shared among a selected few.

Duplication and inaccuracies can become rampant causing lost time and customer service issues. The other significant risk is that fact that these scattered and disparate sources may not be backed up and then there's a recipe for disaster. Implementing a centralized database can provide a multitude of benefits for any organization.

Having a centralized record repository can create great time savings, allowing customer service representative to a have one place to input and retrieve data. With this sort of system, updates and access can be almost instantaneous and provide reduced service and sales response times allowing representatives to better assist end-users and customers rather than having to scour multiple sources and then have to verify if they have the correct information.

Support costs for an organization can be reduced with the use of a central database. Instead of training representatives on multiple systems, training on the use of a single system can create time and cost efficiencies as users only need to know one system. Along with training benefits, backing up data can be better handled if the data comes from a single source rather than many.

Once an organization has embraced and amalgamated all their data, they can look to past the old inefficiencies of decentralized data collection and storage and explore ways to gain a broader customer base and expand market share or influence in their area of expertise.

Is there an advantage to centralized data?

In today's growing business climate it is a necessity for both large and small scale business to have a centralized database for tracking customer interaction. Many companies utilize outside representatives that have face to face interaction with their customer base while an office staff works in the behind the scenes aspects of the business. Without proper communication between the two entities, an organization cannot function in the most effective and efficient manner.

Essentially, if a consumer is satisfied with their experience, they will be a repeat customer and perhaps even spread good word of mouth leading to referrals and more business. Should someone have a negative experience, it will have a converse affect and bad word of mouth normally spreads much faster than good.

Communication amongst employees will almost certainly raise the level of support and relations the company will have with the public. For example, if an outside representative was to address an issue in the field and there was no centralized documenting avenue, how will the inside staff know if the problem was resolved? This can lead to confusion and potentially a problem that could have been solved in a simple manner, can turn into a nightmare.

In addition to problem solving, a sales staff needs to be fully aware of what other employees are doing concerning customer interaction. Over lapping on cold calls or having multiple people deal with someone who requires a single rep will lead to much waste and make the business very inefficient.

Not only will a centralized database lead to happier customers, but employees as well. Unnecessary stress can be avoided and problems can be solved in a well-organized, competent manner.

The Importance of Database and Search Algorithm Design in Customer Service Applications

Having worked in many tech support roles over the course of an Information Technology career, there is always one thing that stood out most to help facilitate a quick answer for customers. A well designed database of previous calls and solutions to those calls, and a well designed search feature for that database are important to good customer service and short call times.

One of the biggest complaints I have heard from callers was that customer service reps and tech support representatives were not able to provide an answer quickly. Often times what should be a short call would take 10 or more minutes for a simple answer. Callers would blame the representatives for not having enough knowledge, when in truth it may take too long to sort through an improperly designed database to find a simple answer to a question that is not often asked. Not everyone can memorize every answer they have come across, and a good database of past calls and answers to problems is the solution to increased call times.

The one thing needed to tie it all together, and to make it run smoothly, is a properly designed database application with a well designed search feature. The search engine needs to be accurate in finding the proper information, but also needs to be flexible in its ability to search for terms or strings on information. The search algorithm should be able to pick up on common misspellings, or words that sound like search key words.

One of the things to think about if you are a customer service manager, tech support manager, or project manager who is in the middle of having to outsource your current in-house support group is making the transition smooth for your current customer base. If you’re moving the call center overseas where the knowledge of the individuals is unknown, being able to provide them with this kind of database solution is an important piece of the puzzle in keeping callers happy and keeping call times down. Another obstacle may be the language barrier one may run into when it comes to spellings of different words from North America to Europe and Asia.

If the search algorithm is properly created in a way so searches are done not only by the spelling of the key word, but phonetically, we'll be able to find what we're looking for.

An innovative customer service solution designed to help you connect with your customers while getting your client information organized.