In an effort to revamp our customer service, we require a Helpdesk to be customized to our requirements and installed on our website, which is run on Zen Cart. We are aware that many ready-made solutions exist, however we have several requirements in order to allow us to manage the finished solution efficiently.
The model that we have selected for our Helpdesk is from [url removed, login to view] and can be seen at [url removed, login to view]
The motivation for this project is that we currently waste of time answering basic customer queries, which could be easily answered via a knowledge base. This amounts of approximiately 70% of our time on a daily basis.
Looking at the [url removed, login to view] model, you can see that there is no obvious "email us" option on the website. Therefore, the customer is encouraged to read the available information and therefore reduce the number of routine enquiries we receive.
Our solution should allow us to develop a knowledge base, as at [url removed, login to view], where we can display categories of problems (current orders, new orders, returns, website issues, etc) and then detailed answers to the most common problems.
It should still be possible for the user to ask us a question, but only after they have read the available information.
Furthermore, from a back office point of view, we would like the "tickets" submitted by customers to be filtered by category, or perhaps even sub-category. This will allow us to allocate staff to different categories to allow us to speed up our response time.
We require a solution to be designed (there may already be a readymade one, we're not sure). We need to see a working model and then we need it installed on our website, which is run on Zen Cart.
If you want to be successful in your bid, you should first study the [url removed, login to view] system and then give us a custom response, telling us how you will tackle the project. If you do not provide a custom response, your reply will be ignored.