Movatic is making it easier for system administrators to delight their customers with improved customer service and maintenance. With the launch of Movatic's maintenance and support module, admins now have a set of powerful tools to make support communication easier, provide better tracking, and the ability to retain better records.
Improved Customer Support
The error reports section has been renamed to Customer Support on the admin site to create a strong focus on the customer. The customer support section has been revamped to make management more effective.
All relevant user information is now present on the reported problem. The user app has been improved to allow for problem reporting as part of the rental flow, active rental card, or from the rental history card. A report from any of these locations displays the associated rental on the admin site.
Admins now can contact users directly from the admin site with the user's response appearing on the admin site in the communication log. Furthermore, admins can record internal notes within the communication log that are not shared. Another great feature is that every time a report comes in, or when a user responds, admins who opt into problem reports emails receive an email notification.
The rental detail page, and user detail page now display all related reported problems, making support quicker and easier.
Creating Maintenance Tickets
A significant part of this update is the support for maintenance tasks and tickets. Admins can now escalate a problem report into a ticket. A maintenance ticket is a task that will be completed at some point in the future. The power of maintenance tickets is that they allow for several things:
Inbox Zero: Close user problem reports quicker, as you no longer need to wait to close a problem report until the maintenance is complete. With an inbox zero mentality, ensure a high level of customer service with reports resolved quickly and none of them missed.
Separation of Roles: Your maintenance team does not have to be your support team. Instead your customer support team can focus on supporting the customer and your maintenance team can concentrate on resolving maintenance issues.
Maintenance Tasks, Tickets, Logs, and Recurring Tickets
Movatic takes maintenance to the next level w