1. Usedesk now shows the entire history: when the client contacted and who talked to them. Repeated contacts are merged, and no time is wasted on them.
2. Besides support, there are several departments in Usedesk: lawyer, collection, credit expert. When support receives an email with questions for the lawyer or collection, the support staff reassigns the problem with one button and adds the desired status. Colleagues add comments on what they did for each question. The decision chain is now transparent and interaction between departments is under control.
3. The manager knows exactly how many questions have been processed and how long it took. And the employees especially like to open the satisfaction report: there are 90 percent excellent marks and comments expressing gratitude for quick answers :)