Products/Solutions

Contact center CRM system

For all industry types

FastHelp is a CRM system for contact centers (call centers)
provided by TechMatrix.
FastHelp can be used by customer service operations from all industries, and of all sizes.
This system allows for the integrated management of customer information and response histories, as well as providing omni-channel support to help bolster contact center productivity and customer satisfaction.

Features of FastHelp

  • Provides all features
    required for contact center operation

  • This is a package software that provides a rich array of practical features as standard based on an extensive implementation history. A broad range of features essential to contact center operations are available from the start.

  • A user interface
    that is overwhelmingly easy to use

  • User-friendly design and operability that never tires the user out, even after extended use. A layout that does not interrupt the work (thought) flow, coupled with self-customization functions that ensure a smoother response to customer inquiries.

  • Centrally manage and share
    all information across the company

  • Integrated management customer information and response histories across multiple channels, including phone, email and chat messages. In addition to ensuring that issues are promptly escalated to personnel inside and outside the center, FastHelp aids the sharing of collected data across the entire company.

  • Flexibility in customized development
    tailored to different usage scenarios

  • FastHelp supports flexibility in customized development tailored to different contact center needs, including the size and activities of the center, and usage scenarios. TechMatrix comes up with the optimal plan for resolving the challenges faced by each contact center.

  • Support for changing needs and operating environments

  • FastHelp uses a system configuration that can flexibly adapt to changes in the number of operators, increases in the number of contact centers, and other changes. It can also be readily tailored to meet company-specific needs, allowing for the use of CTI, artificial intelligence (AI) and other related solutions, while also providing the ability to link and connect to other internal systems.

Advantages

Using FastHelp helps improve the quality of responses to customer inquiries by the contact center and streamlines operations,
while also acting as a powerful tool for enhancing employee and customer satisfaction.

  • Contact centers

  • Maximizing performance

  • The "leeway" and “focus” afforded by having a vast, easy-to-use feature set at one’s disposal improves the quality of responses to customer inquiries and productivity. This also helps alleviate stress and motivates operators.

  • Customer

  • Satisfaction improvement

  • Inquiries communicated by phone, email, fax, on the web, in chat messages, over SNS and other channels are resolved on the spot. A conscientious response to customer inquiries greatly enhances customer satisfaction.

  • Management personnel

  • Customer loyalty improvement

  • The ability to grasp the customer’s reaction to company products and services in real time aids the making of prompt management decisions. Customer service quality improvements also help bolster customer loyalty.

  • Sales department

  • Strengthening of the ability to carve out new potential sales

  • The integrated management and sharing of customer information promotes the implementation of sales activities based on a sufficient understanding of customer needs.

  • Related departments

  • Response to market needs

  • FastHelp makes it possible to retrieve and analyze feedback useful for new product development, product improvements and marketing activities. This also helps optimize investment.

Main features

  • Customize the screen to your liking!
    Self-customization features
  • FastHelp is packed with features that allow you to customize the screen based on how you work. Hide unnecessary features, and rearrange and change the color of other functions.
  • UP!
  • Quickly search and promptly respond!
    Response assist functions
  • Use a rich set of knowledge search features to quickly find what you are looking for. This helps operators to accurately and smoothly respond to customer inquiries.
  • Prevent information being omitted in responses!
    Alert function
  • Multifaceted alert settings are available. This is useful when trying to efficiently process large volumes of inquiries.
  • Improved visualization support!
    Report function
  • FastHelp includes a report function that provides a simultaneous view of multiple sources of statistical data. Use this to visualize KPIs, etc.
  • UP!
  • Integrated management of all contact channels!
    Multi-channel support
  • Inquiries received by phone, email, fax, on the web, in chat messages, over SNS and other channels are managed in an integrated manner.

List of Features

  • Customer information management function
  • Response history management function
  • Self-customization features
  • Response assist functions
  • Report function
  • Outbound function
  • Messaging function (internal center chat)
  • Alert function
  • Ticket tracking function
  • Import/export
  • Talk script function
  • Multi-tenant function
  • Approval/Workflow function
  • Escalation function
  • Processed information monitoring function
  • To Do list function
  • CTI link
  • Phone Recording link
  • Voice Recognition link
  • Data link
  • Screen link

Related Products/Solutions

  • For all industry types
  • FAQ knowledge System

  • This is a FAQ system that is used by enterprises across all industries. This helps streamline customer service functions.

    • See details

  • For all industry types
  • SNS Support

  • This enables customer responses via SNS services such as LINE and Facebook, greatly enhancing the omni-channel support potential of your contact center.

    • See details

  • For all industry types
  • Digital Talk Scripts

  • This displays Talk Scripts required for contact center responses in the FastSeries CRM system. This helps prevent questions being overlooked when responding to customers, and standardizes the level of quality of responses.

    • See details

Case Studies

Consulting

Please direct all inquiries on pricing and implementation,
and requests to send documentation to the following.

Customize the screen to your liking!
Self-customization features

Add fields

Freely add entry fields when entering response histories and other details. Five types of entry fields can be added, including selection lists, entry fields (short/long), check boxes, dates, and text fields.

Grouping

Input items and added fields can be grouped together. This gives the screen a cleaner look when the entry range varies for each agent.

Change layout

Change the layout, color scheme and style, including added items.

Tool tips, supplementary text

Edit tool tips for each field, and add supplementary text as a text entry assistant for operators.

Quickly search and promptly respond!
Response assist functions

The versatile search function helps operators quickly find the information they are looking for.
This is a useful tool for referencing answers to similar inquiries, and reducing the time required to enter history details after responses and sending reply emails.

Search FAQ

Search pre-registered FAQs using category searches and other search criteria.

Search template

Search pre-registered templates using category searches and other search criteria.

Search similar ticket

Search registered similar ticket histories using category searches and other search criteria.

Search similar email

Search for similar emails sent in the past based on the date sent, email address and email contents.

Search full-text

Perform full-text searches using natural sentences and keywords. Search for any keyword you think of from a large volume of text.

Prevent information being omitted in responses!
Alert function

Alert level settings

Set multi-level alerts (three level settings).

Email alert notifications

Send email alert notifications.

Listed alert notifications

The agent and supervisor list view provides a visual display of tickets with alerts and their alert levels.

Messaging alert notifications

Send alert notifications in messaging (in-center chat).

Visual alerts

Provide visual alerts by changing the text, making text bold or making other formatting changes.

Improved visualization support!
Report function

Prepare frequently used report definitions

Define cross-totaling for various items registered in FastHelp.
Use this to prepare frequently used report definitions to be used as an aid when preparing reports and analyzing contact center data.

Show reports as graphs and tables

Display reports in graph or table format to prepare reports that are easy to read.
You can also download reports in CSV and XLSX format, and make changes to the default format.

Integrated management of all contact channels!
Multi-channel support

Use LINE and other SNS services and web chat!

In addition to inquiries received by phone, email and fax, those received on the web, in a chat, over SNS and other channels are managed in an integrated manner.