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Metadot's New Trouble Ticket Software Lets Companies Monitor & Manage Customer SatisfactionRich Internet Application Offers Real-Time Customer Satisfaction Ratings August 21, 2006; 07:25 AM Metadot Corporation announced it has added new capabilities to Mojo Helpdesk, a simple trouble ticket application that enables organizations to easily manage customer requests and review customer satisfaction ratings. Utilizing Rich Internet Application (RIA) technology, Mojo Helpdesk allows companies to monitor customer satisfaction ratings in real-time. Built with Asynchronous JavaScript and XML (AJAX) and Ruby on Rails, Mojo Helpdesk offers companies of every size an easy to way to manage their customer requests. "The Web 2.0 movement is enabling us to quickly build sizable, dynamic applications that are easy to use and don't cost a fortune," said Daniel Guermeur, president and CEO of Metadot Corporation. "Based on our own experience with customer support, we saw a need for an easy, cost-effective way to manage and measure customer requests. We developed Mojo Helpdesk to help companies like ours get a handle on customer satisfaction." The Mojo Helpdesk application is simple and elegant. When an individual makes a support request, such as reporting a software bug or an issue with a product, their request is forwarded to the appropriate member of the customer support team. Requests are assigned in customer-defined categories such as billing or technical support. Once the trouble ticket is resolved, the customer rates the experience and that resulting score is that employee's Mojo number. Each member of the technical support staff, each ticket category and the organization as a whole receives a Mojo number, based on customer feedback. Mojo Helpdesk allows managers and business owners to know how their organization is doing in terms of service quality and customer satisfaction at all times. Mojo ratings are available by account and technician for various time intervals so managers can review how their organization and staff are doing with customer satisfaction over specific periods of time. In addition, Mojo Helpdesk now utilizes a Yahoo! Widget Engine that enables users to view their Mojo score on their computer screen at all time. Business owners and managers can monitor the customer support team's overall Mojo score from their desktop. If the Mojo score fluctuates, then the manager can log into Mojo Helpdesk and analyze what is occurring. Mojo Helpdesk is available as a hosted service (Software-as-a-Service), and pricing varies per plan. The Mojo Helpdesk Enterprise plan, which costs $99 per month for unlimited users, includes unlimited ticket queues, secure 128-bit SSL data encryption, and up to 1000 MB of file uploads. Additional plans are available for Small- to Medium-Size Businesses (SMBs), as well as a free plan for small businesses and/or self-employed individuals. About Metadot Metadot is a privately-held, profitable corporation based in Austin, Texas. When Metadot released the first version of its Metadot Portal Server software in the open source community, it quickly became one of the most popular free downloads in the world. Companies such as NASA Earth Sciences, the University of California at Berkeley, MIT, Schlumberger, Guaranty Trust Bank and Diamond Bank are now using Metadot to create to create intranets, extranets and community and project portals. Mojo Helpdesk is the latest offering from Metadot Corporation, which is widely respected as the parent company of Das Keyboard, the popular blank keyboard created for demanding PC users, and Montastic, a free network monitoring service. For more information, log on to www.metadot.com.
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