Customer Service

Customer Service and Support Centers can considerably improve customer retention by helping maintain consistent and clear communication when customers typically need the most attention, during the service phase of customer interactions. Customer service agents are constantly at the front lines and represent your company and the customer relationships you foster.

Case Management functionality in GoldMine allows companies to assign, escalate and resolve customer service requests the quickest way possible. GoldMine Service Center functionality enables you to quickly access the problem, route the issue to the service agent who can best solve the issue, and communicate to the client so they stay informed of the service request progress.

The Customer Service Center allows all users to accept incoming customer service requests from multiple sources, be alerted with upcoming and urgent cases, and drill into the details of any service requests. Individual agents and customer service managers can further filter their daily case activities in order to improve work efficiency and provide optimal customer care.

Customer Service includes:

• Service Center captures any type of customer service request via multiple channels
• Assign case ownership to service agents with the most qualified skills in solving a particular case
• Reassign, escalate and resolve cases with the click of a button
• Individual service agents can filter cases by priority, status and date
• Service team managers can group cases by team members, escalation status, priority and client attributes
• Capture and display case specific details such as case history, service team information, attachments and resolution facts
• Analyze and report case information in real time

GoldMine's Customer Service and Support features help you improve customer retention by providing clear, consistent answers to any customer service request in the most timely manner achievable. Your entire organization can benefit from improved customer case management.

GoldMine Knowledge Base

GoldMine's Knowledge Base functionality helps users manage any source of information related to customers or contacts, as well as marketing, sales, and service processes. The Knowledge Base can be accessed by any GoldMine user to assemble corporate information and individual users can maintain their own personal knowledge base as well. GoldMine provides a repository of information which can be categorized, maintained and accessed according to your business rules. GoldMine search mechanisms enable searches via keywords, phrases, topics and file structures so users can find the information they need quickly.

Knowledge Base features help companies distribute information to any division in the company.

Knowledge Base Management includes:

• Knowledge Base contains various types of corporate information
• Structure materials via table of contents and import or export materials accordingly
• Link existing files to your Knowledge Base and link content to individual contacts
• Search scopes allows users to refine and improve search criteria
• Access rights can be granted according to corporate best practice rules
• Recently viewed Knowledge Base feature enables GoldMine users to quickly retrieve recently viewed items
• Assign keyword and search topics for quick access to Knowledge Base materials

GoldMine's Knowledge Base helps companies maintain, file and access client base information for your sales, service and marketing teams to leverage during any customer interaction.

GoldMine customer service functionality helps corporations be better prepared for any customer service related activity, and powerful Knowledge Base features of GoldMine helps users further analyze and resolve any customer related issues. Your entire sales, marketing and service teams can benefit from these important GoldMine features.

Integration with additional GoldMine functionality:

Customer Service is just one part of the GoldMine solution. Other functionality includes:

Marketing Automation
Sales Management
Relationship Management