FrontPhase provides a complete Web based help desk software, specifically tailored to meet the needs of small-medium businesses. It requires no hardware, no software and no costly maintenance.

The software lets you help your customers help themselves.An intelligent knowledge base, with active search and browse capabilities, dynamically structured and continuously expanded by analyzing customer behavior, assures maximum accessibility to appropriate answers.

A pre-defined tree of products, services and topics, with dynamic drill-down capabilities, presents the customer with a questionnaire appropriate to his selection, and guarantees maximum accuracy in customers’ questions. Your customers are kept in the service loop, with full access to their case history. All correspondences are handled through the Service Panel, assuring that all questions are answered, tracked and reviewed by your customers.

An advanced tickets gateway scans each incoming ticket from all inbound sources (email, web, phone) and routes it accordingly to the appropriate representative, assuring that each transaction is captured in your customer’s history with full system integrity and fast response time. Each customer interaction is archived, tying all inbound tickets under the customer’s history, assuring system integrity and knowledge preservation. Automatic tickets escalation, along with monitoring and priorities mechanism, will never allow your customers to fall through the cracks.

FrontPhase features a customer-driven Knowledge Base, automatically restructured according to customer interactions, always keeping the most up-to-date and relevant information at the top. Each answer can be dynamically added to the knowledge base, decreasing human involvement over time.