Functional requirements of Customer Support System with non-functional
Functional Requirements
- User Authentication and Authorization
- Allow users (e.g., customers, support agents, administrators) to create accounts, log in, and manage their profiles.
- Implement role-based access control to restrict access based on user roles (e.g., admin, agent, customer).
- Ticket Management
- Enable customers to submit support tickets, including details of the issue or request.
- Provide tools for support agents to view, prioritize, assign, and manage tickets.
- Allow for ticket status updates (e.g., open, in progress, resolved, closed).
- Knowledge Base
- Maintain a knowledge base with articles, FAQs, and troubleshooting guides.
- Provide tools for customers and support agents to search and access relevant knowledge base content.
- Live Chat Support
- Facilitate real-time chat between customers and support agents.
- Provide tools for agents to manage multiple chat sessions and track chat history.
- Email and Communication Integration
- Integrate with email systems to manage support requests submitted via email.
- Allow for automatic ticket creation from incoming emails and support responses via email.
- Customer Interaction History
- Maintain a history of customer interactions, including previous tickets, chat sessions, and email communications.
- Provide tools for support agents to access and review interaction history.
- Ticket Escalation and Routing
- Allow for ticket escalation based on complexity or priority.
- Implement routing rules to assign tickets to appropriate agents or teams based on predefined criteria.
- Feedback and Surveys
- Collect feedback from customers after ticket resolution through surveys or rating systems.
- Provide tools for analyzing feedback and generating reports on customer satisfaction.
- Reporting and Analytics
- Generate reports on support metrics, including ticket volume, resolution times, agent performance, and customer satisfaction.
- Provide analytics on support trends, common issues, and system performance.
- Multi-channel Support
- Support customer interactions across multiple channels, including phone, email, chat, and social media.
- Provide tools for integrating and managing interactions from various support channels.
- Integration with CRM Systems
- Integrate with Customer Relationship Management (CRM) systems to access and update customer information.
- Support synchronization of customer data and interaction history between systems.
- User Interface and Experience
- Provide an intuitive and user-friendly interface for managing support tickets, interacting with customers, and accessing knowledge base content.
- Ensure ease of navigation and accessibility features for users with different needs and abilities.
- Automation and Workflow Management
- Implement automation for repetitive tasks, such as ticket assignment, response templates, and follow-up reminders.
- Provide tools for managing support workflows and processes.
- Mobile Support
- Ensure that the system is accessible via mobile devices for both customers and support agents.
- Provide a responsive design for mobile and tablet use.
Non-Functional Requirements
- Performance
- Ensure quick response times for ticket management, communication, and reporting.
- Handle high volumes of support requests and user interactions efficiently.
- Scalability
- Support the addition of new features, users, and support channels as the system grows.
- Scale to accommodate increasing data volumes and user traffic.
- Reliability
- Ensure high system availability with minimal downtime.
- Implement backup and recovery procedures to protect data and ensure business continuity.
- Security
- Protect sensitive customer and support data with encryption and secure access controls.
- Implement measures to prevent unauthorized access, data breaches, and fraud.
- Usability
- Provide an intuitive and user-friendly interface for managing support tickets, knowledge base content, and customer interactions.
- Ensure ease of navigation and accessibility features for users with different needs and abilities.
- Maintainability
- Design the system for easy updates, maintenance, and troubleshooting.
- Provide clear documentation for system administrators, support agents, and support personnel.
- Compatibility
- Ensure compatibility with various devices (e.g., desktops, tablets, smartphones) and web browsers.
- Integrate seamlessly with other systems and software used in customer support.
- Data Integrity
- Ensure accuracy and consistency of ticket details, customer information, and communication history.
- Implement validation checks and error-handling mechanisms to maintain data quality.
- Support and Documentation
- Provide user manuals, help guides, and support resources for troubleshooting and training.
- Offer technical support for system issues and maintenance.
- Auditability
- Maintain logs of system activity, ticket management, and user actions for auditing purposes.
- Provide audit trails for ticket handling, communication, and system access.