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Welcome to FrontSupport - your customer support solution for GoldMine.
FrontSupport is a windows based customer support software that enables your customer support personnel to store information for your customer support issues and tracks the issues from the time they are reported to the time they are resolved. Software companies use FrontSupport to track bugs, defects, feature requests etc.
In addition to storing and managing your customer support information, FrontSupport integrates the customer support issues with the contact information in your GoldMine contact database.
Two-thirds of customers leave a vendor because of inadequate customer care.
- Yankee Group
If a company can decrease customer defection by only 5%, it can double its profits.
- Harvard Business Review
Given what the analysts say, there are atleast 2 good reasons you need FrontSupport:
- Customer Support: FrontSupport enables you to track and manage your customer support issues from the time they are reported to the time they are solved. This improved customer management will help you eliminate the customer defection and increase your profitability.
- GoldMine / ACT! Integration: If your company uses GoldMine or ACT! to keep track of customer data, FrontSupport is your natural choice for managing your customer support operations. FrontSupport will integrate with your existing GoldMine or ACT! customer database so that up-to-date customer data will be available to your customer support personnel. Share your customer data across different departments of your company.
Why do I need integration between FrontSupport and ACT! or GoldMine?
Problems in your Customer Support Department: When Mr.Brooks calls into your customer support department, do you know his details (address, phone no etc.), whether he is a low priority or a high priority customer, what products or services has he bought in the past, what kind of support contract he has or who is your account manager for his company? In most cases, all the customer information is sitting in your Sales database and so your Customer Support department is out of sync with your Sales department.
Problems in your Sales Department: How many times has it happened to you (in Sales department) that you have to meet/call one of your best customers Mr.Brooks, and the question pops in your mind "What problems has Mr.Brooks had with our product/service and what is the status of each of those issues?". Even if your customer support department uses a customer support database, their support database doesn't talk to your ACT! or GoldMine contact database and so you are still running helter-skelter with your question rather than prepare for your meeting or call.
FrontSupport - The Integrated Solution: FrontSupport's integration with ACT! or GoldMine contact database was designed to solve these problems. The Sales team in your company stores the customer's contact information (Mr.Brook's details) in the ACT! or GoldMine contact database. Customer support department will use FrontSupport to track customer support issues reported by Mr.Brook and link these customer support issues to his ACT! or GoldMine contact record. Because of this database integration, all the customer details (address, phone no, customer type, etc.) from the ACT! or GoldMine contact database are instantaneously available to the support department i.e. Mr.Brooks customer data is shared between your Sales and Support department.
Also, when a Helpdesk issue is created and attached to a GoldMine or ACT! contact, FrontSupport creates an entry in the GoldMine contact's "History" tab or ACT!'s "Notes/History" tab. This means that if you are on the field with ACT! or GoldMine on your laptop, you can open the "History" tab for a contact and see all the Helpdesk issues related to this contact and the details/status of each of these issues. This integration between Mr.Brook's ACT! or GoldMine contact record, and his FrontSupport Helpdesk data makes it possible to instantaneously check the status of Mr.Brook's and his issues!
The integration allows data sharing between departments, eliminates data redundancy, improves communication between departments and helps your company as a whole to serve your customer better.