Service Desk Lite is a free and ready to use service management software. This enables you to manage service contracts/AMC and customer complaint life-cycle including complaint initiation, assignment to closure stages in a very simple manner. This tool helps you respond to customer complaints quickly and manage resolution of the same in a very timely fashion. It will help manage the related paperwork too. These documents are managed digitally; complaint registration is done very simply and assigning a complaint to a customer service representative as well as complaint closures are managed easily. Reviewing the service contracts can be done promptly in their digital form. You can track customer history, if the contract is current, etc. before attending the service call. Customers can contact you in one or more of many communication methods that include email, telephone, web, etc. You could record the essential details related to complaints such as the customer`s contact, the caller details and complaint description.
Service quality can be improved by recording complaints and determining if there are recurring issues. A service representative can be assigned right away to ensure every complaint is handled. Tracking status of open complaints helps make sure each of these has been solved, or it remains pending. You will also be able to analyze service performance. Details such as status of complaint, measures/action taken to resolve the issue can be easily tracked. A range of reports provided by the tool helps you remain on top of issues. You will be able to get a complete review of service performance, status of a contract 9if current or expired), as well as a detailed history of complaint and its status. These reports could be exported to Excel. This is a good product.