Welcome to Flare Support

(Online customer support system)

What is Flare Support?

Flare Support is a database driven online tool for companies wishing to provide support to their clients. It is a total solution, encompassing software licensing, updates, Internet hosting, database management and technical support. It can be employed in conjunction with a traditional telephone based call centre or as a standalone service.

Flare Support allows your clients to raise query reports, which can be attributed to a particular product, or be of a particular type, such as sales, problem or question. Your support manager then assigns these queries to the appropriate member of the help desk team to process. If further questions are needed, then notes can be added to the query, which are emailed to the customer. Queries can also be reassigned within the support team.

The system is subject to customisable data timeliness targets. If a query is not assigned, updated or resolved within preset configurable limits then the entire support team is emailed at regular intervals.

Throughout the process, and indeed afterwards, the customer is able to check the progress of their query. There is also a feedback page so that customers can record their opinion on the service offered.

Flare Support also provides a comprehensive FAQ database. This is the first port of call for clients seeking help. If populated with valuable information, many customer queries can be answered without the need to raise a report. In addition, answers to queries can be added to the FAQ database by helpdesk staff as and when new queries arise.

Flare Support is highly customisable. That means that each company subscribing to Flare Support can have their own look and feel. Each website can be tailored to a particular look and feel; colour schemes can be changed to corporate colours, logos can be switched, descriptive text changed to reflect the company.s image.

Advantages of Flare Support to your Clients

	Provides a quick and easy method of asking for help.
	Can be accessed from any online PC in the world.
	They can log back in to check on the progress of the report.
	Faster more efficient service.
	Can also search the database driven FAQ section.
	Includes customer feedback, so if they are unhappy with the service provided they have an easy method to complain.

Advantages of Flare Support to your Staff

	Drastically reduces time required by your staff to talk to customers.
	In-built data timeliness emails support staff when a query is overdue.
	Provides a central system for managing your support provision.
	Helpdesk staff can work from home.
	Senior management can login from anywhere to see current status or run statistical reports.
	Highly customisable. Flare Support is template driven, so can be changed to your corporate colours, with your logo and descriptive text.
	Totally secure. Flare Support uses 128 bit SSL encryption to hide your data from the outside world.
	Seamlessly integrates into your current website. Your customers need not know that you buy in Flare Support.
	Database logging. All events are recorded in the history log, providing a comprehensive audit trail.
	A total product. No need to worry about employing IT staff, applying software updates, maintaining a server on the Internet or taking backups.


	Demonstration If you would like to see our online demonstration, please contact one of our sales staff who would be happy to create a login for you. Visit our contacts page for more details.