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Web Hosting Provider Improves Customer Service through New Internal Ticketing System |
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October 19, 2005 – (HOSTSERACH.COM) – Wilmington-based web hosting provider Host Department has implemented a new Internal Ticketing System (ITS) in a bid to further improve customer service. The system enables employees in all departments to communicate better, thus facilitating a speedier flow of information and more effective client support.
“By offering a true 24/7 clients’ support, we realize the need for an Internal Ticketing System in order to maintain and improve the inter-relation for employees from the different working hours, and at the same time serve as our internal documentation database, “said Brad Davis, Host Department Operations Manager. “Therefore, we have our in-house developers built a system which functions as a communication channel that will replace the current email and instant messengers’ communication in our company.”
Host Department’s new Internal Ticketing System (ITS) complements what is already robust customer support that includes a toll-free call center, 24/7 technical support and technical chat alongside dedicated personnel dealing with accounts. Their new system directs tickets to appropriate departments while sending receipt notifications to clients. The system sends a confirmation email when a problem has been solved. All trouble submissions and solutions are archived for future reference. |
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