{"id":1399,"date":"2021-03-27T10:26:24","date_gmt":"2021-03-27T10:26:24","guid":{"rendered":"https:\/\/www.crm-open-source-software.com\/?page_id=1399"},"modified":"2021-04-26T14:04:14","modified_gmt":"2021-04-26T14:04:14","slug":"support","status":"publish","type":"page","link":"https:\/\/www.crm-open-source-software.com\/vtiger\/features\/support\/","title":{"rendered":"Vtiger "},"content":{"rendered":"\n<div class=\"wp-block-cgb-block-my-block container bordered\"><div class=\"container__inner\">\n<h2 class=\"wp-block-heading\">Beschreibung<\/h2>\n\n\n\n<p>Die Vtiger <strong>CRM Funktion Support<\/strong> ist das Kernst\u00fcck einer jeden CRM Software, denn der Fokus liegt auf der <strong>Betreuung <\/strong>und <strong>Unterst\u00fctzung <\/strong>von <strong>Bestandskunden<\/strong>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Nutzen<\/h2>\n\n\n\n<p>Die Vtiger CRM Open Source Software bietet eine Menge an Funktionalit\u00e4ten f\u00fcr den <strong>eigenen Support <\/strong>an. Hierbei gibt es das Kundenportal, in dem nicht nur <strong>Tickets <\/strong>erfasst werden, sondern das auch die M\u00f6glichkeit geboten wird einen eigenen <strong>FAQ Bereich<\/strong> zur Verf\u00fcgung zu stellen. Die Kunden werden automatisiert \u00fcber den Fortschritt des Tickets per E-Mail informiert. Wenn Telefonnummern eines Kunden hinterlegt worden sind und mit diesen beim Support angerufen wird, so tauchen beim Supportler alle freigegeben und <strong>vordefinierten Kundendaten<\/strong> auf, um sofort <strong>kundenfreundlich <\/strong>auf die Bed\u00fcrfnisse des Kunden eingehen zu k\u00f6nnen. Jedes Ticket kann mit einer FAQ verkn\u00fcpft werden und somit die Antwortzeit drastisch verk\u00fcrzt werden. Durch die Einrichtung von eigenen Services, wie z.B: Service Level, <strong>Support Vertr\u00e4ge<\/strong> etc. k\u00f6nnen die eigehenden Tickets automatisiert priorisiert werden. Des Weiteren kann eingestellt werden, welche Informationen der Bestandskunde im <strong>Kundenportal <\/strong>zu sehen bekommt, wie Vertr\u00e4ge, Rechnungen und weitere Module.<\/p>\n\n\n\n<ul class=\"is--styled has--icon has--icon-check wp-block-list\"><li>Kundenportal<\/li><li>Ticket Funktion<\/li><li>FAQ Bereich<\/li><li>Einsicht auf Kundendaten<\/li><li>Kunden-Erkennung von Telefoneing\u00e4nge<\/li><\/ul>\n<\/div><\/div>\n\n\n\n<h2 class=\"has-text-align-center wp-block-heading\">Vorteile \/ Nachteile<\/h2>\n\n\n<div class=\"\" data-block-title=\"\" id=\"\">\n    <div class=\"b-pro-con container\">\n    <div class=\"b-pro-con__inner\">\n      <div class=\"b-pro-con__col is--pro\">\n                  <div class=\"b-pro-con__item \">\n            <div>\n              <div class=\"b-pro-con__item-title\">\n                Kommunikation \n              <\/div>\n              <div>\n                verlustfreie mit dem Kunden\n              <\/div>\n            <\/div>\n            <i class=\"fa fa-check\"><\/i>\n          <\/div>\n                  <div class=\"b-pro-con__item \">\n            <div>\n              <div class=\"b-pro-con__item-title\">\n                Gleicher Wissenstand\n              <\/div>\n              <div>\n                f\u00fcr alle Support Mitarbeiter\n              <\/div>\n            <\/div>\n            <i class=\"fa fa-check\"><\/i>\n          <\/div>\n                  <div class=\"b-pro-con__item \">\n            <div>\n              <div class=\"b-pro-con__item-title\">\n                FAQ Bereich\n              <\/div>\n              <div>\n                Archivierung von Fragen\n              <\/div>\n            <\/div>\n            <i class=\"fa fa-check\"><\/i>\n          <\/div>\n              <\/div>\n      <div class=\"b-pro-con__col is--con\">\n                  <div class=\"b-pro-con__item\">\n            <div>\n              <div class=\"b-pro-con__item-title\">\n                \n              <\/div>\n              <div>\n                \n              <\/div>\n            <\/div>\n            <i class=\"fa fa-minus\"><\/i>\n          <\/div>\n              <\/div>\n    <\/div>\n  <\/div>\n\n<\/div>\n\n\n\n<div class=\"wp-block-cgb-block-my-block container\"><div class=\"container__inner\">\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Support Prozess<\/h2>\n\n\n\n<p>Dieser Bereich in der Vtiger CRM Open Source Software ist nicht nur benutzerfreundlich, sondern auch leicht von Mitarbeitern verwaltbar. Jeder Kunde hat jederzeit die M\u00f6glichkeit sich online im Kundenportal anzumelden, oder die telefonischen Sprechzeiten f\u00fcr das Anliegen zu \u00fcbermitteln. Der Berater \u00fcberpr\u00fcft das Ticket auf Vollst\u00e4ndigkeit, den Service Vertrag und auch die angegebene Dringlichkeit. Bei administrativen Fragen kann der Support auf die richtige Konfiguration, sowie auf das Handbuch verweisen. Damit der Kunde auf dem Laufenden gehalten wird, stellt der Ansprechpartner den Status ein. \u00dcber das Modul Workflows kann definiert werden, ob z.B. der Kunde automatisiert eine E-Mail erh\u00e4lt mit dem Status Angaben und mehr.<\/p>\n\n\n\n<ul type=\"1\" class=\"is--styled wp-block-list\"><li>Support erh\u00e4lt Ticket<\/li><li>\u00dcberpr\u00fcfung des Anliegens<\/li><li>Beantwortung<\/li><\/ul>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-cgb-block-my-block container\"><div class=\"container__inner\">\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img data-src=\"https:\/\/www.crm-open-source-software.com\/vtiger\/app\/uploads\/2021\/03\/teaer_module.svg\" alt=\"Vtiger Support Module in der \u00dcbersicht.\" class=\"wp-image-940 lazy\"\/><\/figure><\/div>\n\n\n\n<h2 class=\"has-text-align-center wp-block-heading\">Support Module<\/h2>\n\n\n\n<p class=\"has-text-align-center\">Um den Unternehmensbereich Support vollumf\u00e4nglich bedienen zu k\u00f6nnen ben\u00f6tiget es Module, die die technischen Funktionalit\u00e4ten bieten, die f\u00fcr den Support essentiell sind.<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><thead><tr><th>Typ<\/th><th>Module<\/th><th>kurze Zusammenfassung<\/th><\/tr><\/thead><tbody><tr><td>Standard<\/td><td><a href=\"https:\/\/www.crm-open-source-software.com\/vtiger\/modules\/tickets\/\">Tickets<\/a><\/td><td>Tickets sind Anliegen von Kunden, die \u00fcber das Kundenportal erfasst werden.<\/td><\/tr><tr><td>Standard<\/td><td><a href=\"https:\/\/www.crm-open-source-software.com\/vtiger\/modules\/faq\/\">Wissensbasis (FAQ)<\/a><\/td><td>Die Wissensbasis ist das FAQ.<\/td><\/tr><tr><td>Standard<\/td><td><a href=\"https:\/\/www.crm-open-source-software.com\/vtiger\/modules\/service-contracts\/\">Servicevertr\u00e4ge (Service Contracts)<\/a><\/td><td>Servicevertr\u00e4ge sind Supportvertr\u00e4ge, die nicht mit Produkten oder Dienstleistungen verkn\u00fcpft werden k\u00f6nnen.<\/td><\/tr><tr><td>Standard<\/td><td><a href=\"https:\/\/www.crm-open-source-software.com\/vtiger\/modules\/assets\/\">Best\u00e4nde (Assets)<\/a><\/td><td>Best\u00e4nde k\u00f6nnen als aktive Vertr\u00e4ge gesehen werden.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-white-color has-luminous-vivid-orange-background-color has-text-color has-background\" href=\"https:\/\/www.crm-open-source-software.com\/vtiger\/modules\/\">Vtiger Module<\/a><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-image is-style-default\"><figure class=\"aligncenter size-large\"><img data-src=\"https:\/\/www.crm-open-source-software.com\/vtiger\/app\/uploads\/2021\/03\/Teaser_extensions.svg\" alt=\"Vtiger Support Extensions in der \u00dcbersicht.\" class=\"wp-image-1191 lazy\"\/><\/figure><\/div>\n\n\n\n<h2 class=\"has-text-align-center wp-block-heading\"><strong>Support Extensions<\/strong><\/h2>\n\n\n\n<p class=\"has-text-align-center\">Mit den Support Extensions wird dieser Unternehmensbereich erweitert. Einen Auszug der CRM Support Extensions sehen Sie hier.<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><thead><tr><th>Typ<\/th><th>Extensions<\/th><th><strong>kurze Zusammenfassung<\/strong><\/th><\/tr><\/thead><tbody><tr><td>Premium<\/td><td><a href=\"https:\/\/www.crm-open-source-software.com\/vtiger\/extensions\/logs-time-control-sheet\/\">Log Work Time<\/a><\/td><td>Zeiterfassung von T\u00e4tigkeiten.<\/td><\/tr><tr><td>Premium<\/td><td><a href=\"https:\/\/www.crm-open-source-software.com\/vtiger\/extensions\/listview-colors\/\">Listview Color<\/a><\/td><td>Farbkennzeichnung durch Bedingungen.<\/td><\/tr><tr><td>Premium<\/td><td><a href=\"https:\/\/www.crm-open-source-software.com\/vtiger\/extensions\/calculate-fields\/\">Calculate Fields<\/a><\/td><td>Bessere Datenberechnung<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-white-color has-luminous-vivid-orange-background-color has-text-color has-background\" href=\"https:\/\/www.crm-open-source-software.com\/vtiger\/extensions\/\">Vtiger Extensions<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-cgb-container-wide container\"><div class=\"container__wide\"><\/div><\/div>\n\n\n\n<div class=\"wp-block-cgb-container-wide container\"><div class=\"container__wide\">\n<h2 class=\"wp-block-heading\">Screenshots<\/h2>\n\n\n\n<p>Ein guter \u00dcberblick des User Interface f\u00fcr die Support M\u00f6glichkeiten werden hier aufgezeigt.<\/p>\n\n\n<div class=\"\" data-block-title=\"\" id=\"\">\n    <div class=\"container\">\n\n    <div class=\"b-image-slider\">\n      <ul class=\"b-image-slider__tabs nav nav-tabs\" id=\"nav-tab\" role=\"tablist\">\n                  <li class=\"nav-item\" role=\"presentation\">\n            <a class=\"nav-link is--no-anchor active\" data-toggle=\"tab\"\n               href=\"#tab_tickets\" role=\"tab\" aria-controls=\"#tab_tickets\"\n               aria-selected=\"true\">Tickets<\/a>\n          <\/li>\n                  <li class=\"nav-item\" role=\"presentation\">\n            <a class=\"nav-link is--no-anchor \" data-toggle=\"tab\"\n               href=\"#tab_faq\" role=\"tab\" aria-controls=\"#tab_faq\"\n               aria-selected=\"true\">FAQ<\/a>\n          <\/li>\n                  <li class=\"nav-item\" role=\"presentation\">\n            <a class=\"nav-link is--no-anchor \" data-toggle=\"tab\"\n               href=\"#tab_servicevertraege\" role=\"tab\" aria-controls=\"#tab_servicevertraege\"\n               aria-selected=\"true\">Servicevertr\u00e4ge<\/a>\n          <\/li>\n              <\/ul>\n\n              <div class=\"b-image-slider__wrapper fade show active\" id=\"tab_tickets\">\n          <div class=\"js-image-slider slick--overflowing\">\n                          <div class=\"b-image-slider__image\">\n                <img data-src=\"https:\/\/www.crm-open-source-software.com\/vtiger\/app\/uploads\/2021\/04\/vtiger-tickets-oberflaeche-1.jpg\" alt=\"vtiger-tickets-oberflaeche-1\" class=\"no-lazyload lazy\">\n                <div class=\"b-image-slider__caption\">\n                  \n                <\/div>\n              <\/div>\n                          <div class=\"b-image-slider__image\">\n                <img data-src=\"https:\/\/www.crm-open-source-software.com\/vtiger\/app\/uploads\/2021\/04\/vtiger-tickets-detail-2.jpg\" alt=\"vtiger-tickets-detail-2\" class=\"no-lazyload lazy\">\n                <div class=\"b-image-slider__caption\">\n                  \n                <\/div>\n              <\/div>\n                          <div class=\"b-image-slider__image\">\n                <img data-src=\"https:\/\/www.crm-open-source-software.com\/vtiger\/app\/uploads\/2021\/04\/vtiger-tickets-detail-1.jpg\" alt=\"vtiger-tickets-detail-1\" class=\"no-lazyload lazy\">\n                <div class=\"b-image-slider__caption\">\n                  \n                <\/div>\n              <\/div>\n                      <\/div>\n\n          <div class=\"b-image-slider__note\">\n            \n          <\/div>\n          <div class=\"slick-append-dots\"><\/div>\n        <\/div>\n\n              <div class=\"b-image-slider__wrapper fade \" id=\"tab_faq\">\n          <div class=\"js-image-slider slick--overflowing\">\n                          <div class=\"b-image-slider__image\">\n                <img data-src=\"https:\/\/www.crm-open-source-software.com\/vtiger\/app\/uploads\/2021\/04\/vtiger-faq-oberflaeche-1.jpg\" alt=\"vtiger-faq-oberflaeche-1\" class=\"no-lazyload lazy\">\n                <div class=\"b-image-slider__caption\">\n                  \n                <\/div>\n              <\/div>\n                          <div class=\"b-image-slider__image\">\n                <img data-src=\"https:\/\/www.crm-open-source-software.com\/vtiger\/app\/uploads\/2021\/04\/vtiger-faq-detail-1.jpg\" alt=\"vtiger-faq-detail-1\" class=\"no-lazyload lazy\">\n                <div class=\"b-image-slider__caption\">\n                  \n                <\/div>\n              <\/div>\n                      <\/div>\n\n          <div class=\"b-image-slider__note\">\n            \n          <\/div>\n          <div class=\"slick-append-dots\"><\/div>\n        <\/div>\n\n              <div class=\"b-image-slider__wrapper fade \" id=\"tab_servicevertraege\">\n          <div class=\"js-image-slider slick--overflowing\">\n                          <div class=\"b-image-slider__image\">\n                <img data-src=\"https:\/\/www.crm-open-source-software.com\/vtiger\/app\/uploads\/2021\/04\/vtiger-servicevertraege-oderflaeche-1.jpg\" alt=\"vtiger-servicevertraege-oderflaeche-1\" class=\"no-lazyload lazy\">\n                <div class=\"b-image-slider__caption\">\n                  \n                <\/div>\n              <\/div>\n                          <div class=\"b-image-slider__image\">\n                <img data-src=\"https:\/\/www.crm-open-source-software.com\/vtiger\/app\/uploads\/2021\/04\/vtiger-servicevertraege-detail-1.jpg\" alt=\"vtiger-servicevertraege-detail-1\" class=\"no-lazyload lazy\">\n                <div class=\"b-image-slider__caption\">\n                  \n                <\/div>\n              <\/div>\n                      <\/div>\n\n          <div class=\"b-image-slider__note\">\n            \n          <\/div>\n          <div class=\"slick-append-dots\"><\/div>\n        <\/div>\n\n      \n\n    <\/div>\n  <\/div>\n\n<\/div>\n<\/div><\/div>\n\n\n<div class=\"\" data-block-title=\"\" id=\"\">\n  <div class=\"b-reload-button js-reload-button-content\">\n\n          <div class=\"container js-reload-button-remove\">\n                  <div>\n            Klicken Sie auf den Button um zu erfahren, warum die Brainformatik GmbH genau der richtige deutschsprachiger Ansprechpartner f\u00fcr Sie ist!\n            <br><br>\n          <\/div>\n        \n        <button class=\"button js-reload-button\" data-block-id=\"3079\" style=\"background-color: #009911\">Vtiger &#038; Brainformatik GmbH<\/button>\n      <\/div>\n\n      <\/div>\n\n  <\/div>\n","protected":false},"excerpt":{"rendered":"<p>Vorteile \/ Nachteile<\/p>\n","protected":false},"author":10,"featured_media":1046,"parent":912,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-1399","page","type-page","status-publish","has-post-thumbnail","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.3 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Vtiger Support Module - Kernfeature der CRM Open Source Software<\/title>\n<meta name=\"description\" content=\"Die Vtiger CRM Funktion Support ist das Kernst\u00fcck einer jeden CRM Software, denn der Fokus liegt 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