Critical Element of Business Success

Customer support is a crucial element of business success. Every contact your customers have with your business is an opportunity for you to enhance your standing, create loyalty, and increase the likelihood of further sales.

The latest trend in business management is beginning to tend more towards the administration of a portfolio of customers rather than a portfolio of products.

There is little doubt that the value of good customer relationships is better understood and becoming more of a priority for management: Fully aware of this fact, E-softex is committed to providing dedicated, world-class customer care for you.

The quality of customer support that we provide is one of the main reasons that major businesses choose to collaborate with E-softex . Contact us for 24/7/365 support at

Email: admin@e-softex.com ; admin@e-softex.net
Skype: esoftex

Simple and Efficient Procedure
E-softex's customer care efficient procedure can be summarized as follows:

Receiving Customer Complaint and/or Request
E-softex support team receives customer complaints and request by e-mail, phone, or fax or chat.

Logging Complaint and Priority Setting
The support officer logs the call (mail or fax) by assigning a related ticket to the matter. The support officer then sets a priority to the case depending on its nature and on the need's urgency.  For instance an e-mail problem should be attended to at once, and it should be resolved within 24 hours or else the case is automatically escalated to E-softex's management.

 Resolving and Closing Case
Once the problem is resolved, or the request achieved, the support officer closes the ticket with details on problem/request as well as resolution steps and actions done. Date, time to resolve the problem and custodian name are mentioned in the related sheet for documentation purposes.

E-softex technical team has set up an advanced system that sends the client an automatic notification of the results achieved. If the client is not satisfied with the final outcome, a reopening of the ticket is issued and the above process starts all over again until final client satisfaction.

 Customer Care Data Analysis
Seeking continual improvement, E-softex performs a comprehensive data analysis on a quarterly basis. A sophisticated system based on related statistics has been set in order to assess the performance in business areas which significantly affect customers' satisfaction levels.

Improving Operational Processes
The above comprehensive scheme as part of a more general quality management system is precisely what is assisting E-softex in improving its operational processes, which include:

Identifying key performance indicators (KPIs) which reflect how well E-softex's customer care is responding to customers' expectations
Setting measurable means to recognize recurring weaknesses
Establishing areas of concern
Putting in place corrective measures
Initiating a preventive policy

The final output, ultimately crowns E-softex's powerful Customer Support modus operandi.