HelpConnection is an automated customer service and KB (Knowledge Base) system, that can be online (accessed from any online browser, worldwide, 24/7/365). It will provide your company with top-quality customer support. If clients cannot find the data in your knowledgebase, they can submit messages via web forms or incoming email. The question is logged in, and the corresponding agents will be notified by email. HelpConnection offers incoming email to incident conversion, built-in communications systems between agents, automated escalation, category alerts and news, a built-in dictionary/glossary of terms, etc. Features: Customizable fields, advanced search functions, nested categories, no limit to number of clients / issues, canned answers (drafts), custom agent security levels, etc. You can allow your users to upload files, and emails can be converted to tickets. You are able to change some of many available settings, and add your own site headers and footers.
If you have lots of clients and customer service representatives, you need to provide your clients with convenient tools of contacting you. You have to answer quickly, efficiently, and correctly. It is difficult enough to organize so many questions & answers, product incidents, and internal information. When many agents are involved, you often solve similar questions many times, so you waste your time and effort.