We’ve greatly enhanced customer messaging, allowing the client to register questions, issues or notes at their convenience. All whilst your setting the expectations of response times and process. Thus enabling the client to interact with your business at any time, but within the customer portal not in open social media.
Acting to monitor responses, different message types have a status of unresolved or resolved. Thus allowing you the builder to track response times and the number of items to action, split by customer service agent.
Email alerts of outstanding items so your customer service agents never drop the ball.
To turn this feature on just configure who the recipients would be for each contract status (with an email fall back) and away you go.