Cayzu est un logiciel cloud de support client conçu pour améliorer l'expérience des clients en besoin d'assistance. La plateforme permet aux utilisateurs de gérer toutes les demandes d'assistance depuis un portail dans le cloud, par téléphone, e-mail, Facebook, Twitter ou même appareil portable. Cayzu prend également en charge plusieurs produits, marques et flux de travail.
Cayzu permet aux organisations de garantir à leurs clients d'obtenir de l'aide en toutes circonstances grâce à un portail en libre-service pour les marques. Permettez aux clients de soumettre et de suivre leurs cas d'assistance à tout moment ou fournissez des réponses automatisées 24h/24, 7j/7. Personnalisez tous les aspects du portail client de l'utilisateur final, notamment par un logo, des couleurs et même une URL personnalisés.
Avec Cayzu, les utilisateurs peuvent répondre aux commentaires sur les réseaux sociaux depuis un portail unique. Les agents n'auront pas à jongler entre plusieurs profils de réseaux sociaux, écrans et boîtes de réception pour prendre en charge et résoudre les problèmes. La base de connaissances, la technologie d'autosuggestion et la création de cas d'assistance de Cayzu peuvent être intégrées à des sites web sous la forme d'un simple widget.
La base de connaissances de Cayzu utilise des outils tels que Google Analytics, permettant aux utilisateurs de surveiller l'utilisation des articles et d'établir des classements pour déterminer les plus efficaces. Les rapports et les tableaux de bord viennent en aide aux équipes d'assistance grâce à des informations essentielles leur permettant de réagir rapidement et efficacement.
US DataVault has been using Cayzu since 2014 and has found it to be an easy to use and affordable Help Desk Solution!
We run a 24x7 Tech Support operation for our Clients and with Cayzu our Clients never have a problem reporting their problem or maintaining contact with our Support Team to assure the issue is fixed to their satisfaction.
As Senior Management it is very convenient to be able to log in anytime and check the flow of support tickets as well as the resolutions presented.
Additionally, the tools and support we get from Cayzu are great! For example, here are some recent improvements to the Cayzu Help desk service:
Round Robin (Automatic distribution of tickets)
SSO added to the agent portal
Integration into HubSpot CRM
Push notifications added to the Android App
Ability to set time zone by agent
Added support for the Arabic language
Ability to export products
Ability to specify the primary group
New exportable fields on the ticket grid
It is the Cayzu commitment to innovation and growth that really make them a pleasure to deal with. And, you can GET ANSWERS ANYTIME. The wealth of knowledge within the Cayzu Customer Service Knowledge base is very useful and frequently updated. This helps us and them reduce calls and increase customer satisfaction.
Client Empowerment? Cayzu makes it easy. Customers can use the service to submit and track tickets anytime and we can provide automated responses when Tech is not immediately available. They Cayzu service is so fast that we have no problem being able to see and respond to a request for help easily within the 15 minute contact window we provide to all Clients.
With Cayzu we were able to customize all of our pages to CREATE A BEAUTIFUL SUPPORT DESTINATION and rebrand all aspects of our customer support portal to secure our Brand Identity all the way through the Support process. One this we appreciated is that we could even use our logo, colors and URL links.
One area Cayzu really shines is in Training. A few recent titles are:
How to impress your customers and provide exceptional support.
How to tailor to the millennials and let them help themselves.
Learn the best ways to organize your support emails.
Join in a Q&A session so your questions are addressed real time.
In closing, US DataVault feels that Cayzu is one of the best decisions we have made and our Clients universally agree. What more can one ask for?
Speed, reliability, support, flexibility, customization, training and the fact they care enough to be very responsive to their Customers needs while they help that Customer support their own Clients.
The benefits that you will get is the ease of use for the software. You will also get a central location where you can setup users, provide their permissions, create email addresses and assign users to their respective groups. That is a huge asset because it eliminates the middleman and the use of Active Directory.
What I liked the most about the software is that it is accessible via phone or laptop along with the knowledgebase can be viewed on both as well. That will make for easy access for techs when they need to resolve an issue quickly.
Each agent has their own dashboard so there is an option for a To Do list that can be edited. The system also has a built in SLA system that allows for easier tracking of your tickets. Another great feature is that when a customer sends an email it creates a ticket and it is reported back to the customer so there is no waiting for a ticket number. IT appears that automation plays a huge part in this with the team collaboration. Support for multiple email addresses is supported as well when creating tickets. The grid can be customized to have several fields for the view setup. It has the ability to locate and arrange tickets according to groups or views and they can be assigned to other techs easily. That may be a good idea for some users dependent upon what department they work in. Columns can also be customized as well. I also think that it is a great idea that there are canned reports that are already included in the software. Data can be exported very easily with the click of a button. Users of the system can also be easily setup and assigned permissions without using Active Directory. The system can also handle the several products an brands at one time. The Admin Hub keeps everything in a central location
What I didn't like about the software that there was no place for inventory to be recorded or accounted for.
This new version is really impressive. We're reviewing it now and it's light years ahead of trouble ticket software from years past. One of my favorite features is the independent fields setup. This allows us to create a decision tree that guides the agent through a step-by-step process for common issues. The interface is extremely intuitive and user-friendly on the front end, but it's highly customizable too. We can set the system up to do what we want, where we want when we want, that's a real bonus for streamlining our helpdesk operation. I also love the mobile app support for our field techs, they can easily update tickets when they're out doing a service call or a desktop fix. I've been a Helpdesk agent as well as a Supervisor, and I really wish we had a ticketing system like this when I was still a front-line tech. It's great for us on the management end in terms of capability, flexibility, open-ended architecture and all that, and it'll be just as great for our customer facing work teams who use it every day. The bottom line is serving our clients, and the new Cayzu release will really help our helpdesk to help our clients. That's a lot of help! Great job guys.
It's hard to say. We're still in the evaluation phase. There's so much capability in there it's difficult to know what we might run across. We'll be making the most of the customization capability; that might take some doing but the learning curve looks fairly straight-forward.
I gained the benefit of being able to keep track of my customers and their orders or order problems. I was able to read and respond to all tickets in a timely manner. I also gained a great insight into my customers' experience with my business, enabling me to improve it. Finally, this software helped me manage my time better and never miss due dates or deadlines.
I love how this software allows me to customize my groups for tickets, as well as brands. I can keep track of my customers and answer their questions without any hiccups. Being able to create knowledge from previous tickets helps me save time so that I don't have to type replies each time. In addition, I like that I can export data from tickets and look over them to help me review my business. The due dates and reminders help me keep track of my business; it does it for me! I have customized my entire dashboard to my liking, which is very helpful. Navigating this software is rather simple and easy.
I feel that this software can be too customizable. It is difficult to undo things and you can easily create too many categories. This can be great, but it can be a con if you tend to be disorganized. Try to keep categories for brands more general.
Like other Help desk ticketing software the main purpose is to log, manage and resolve customer issues, but with Cayzu it's more. It has a number of powerful features such as Service Level Agreements with customized escalation options, the ease of Knowledge base creations and accessible FAQs that can be easily passed onto customers via links. The system does this by allowing you to upload documents with no data usage caps and unlimited storage so they can be linked in your tickets. Cayzu already has a number of application integration options to Skype and Live Chat to name a few, but to top it off Cayzu can to integrate with other well known software upon request, all you need to do is make a request and if they can they will. What makes working with Cayzu even better is its flexibility in allowing API connections to your in-house software making it a more appealing solution. In terms of interface you have the Dashboard tailored to agent user roles and the ability to see how team members are progressing with tickets. Tickets can be easily viewed in groups, can be signed to other agents with ease and you can keep track of time and status of tickets of other team members. This providing a very powerful team collaboration solution.
I didn't experience anything I didn't like with the system this far. From a Small to Medium sized business perspective I believe this product is extremely fit for purpose.
Voici quelques-unes des questions fréquentes sur Cayzu.
Types de licences disponibles pour Cayzu :
À partir de: 4,00 $US/mois
Type de licence: Abonnement
version d'essai gratuite: Disponible
Nous n'avons pas d'informations sur les fonctionnalités de Cayzu.
Utilisateurs habituels du logiciel Cayzu :
Auto-entrepreneurs, Entreprises de taille moyenne, Non Profit, Administration publique, PME
Langues dans lesquelles Cayzu est disponible :
Types de licences disponibles pour Cayzu:
Appareils pris en charge par Cayzu :
Android, iPhone, iPad
Applications s'intégrant à Cayzu :
FreshBooks, Help Desk Migration, JIRA Software, LiveChat, Slack, SugarCRM, SurveyMonkey, Twitter, Zoho CRM, tawk.to
Ressources d'aide disponibles pour Cayzu :
FAQ, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo