Hi Alex,

It’s interesting that nobody has responded to this sooner.

Online Customer Service solutions are pet favourite of mine. Yes I admit it, I care dearly about my clients. I'd prefer to spend money on retaining existing clients by keeping them happy than finding new ones. Why.... well it’s about a third less expensive to retain a customer than it is to acquire a new one. I'm sure you could calculate this for your business.... it’s a well worth exercise.

So, as far as a solution is concerned. You could implement an extension to your present website which would enable you to receive emails from clients (existing and new clients also for any pre-sales dialogue) stating their issue, email address to respond to, the level of urgency/seriousness of problem, and importantly they can assign the message to a specific department.

You, from a management stand point have the benefit of information such as "Number of Issues per Day", "Time to Resolutions", "Number of unresolved issues", etc etc etc. You can then use this information to make better judgement within your business.

The options available to you are truly endless. Obviously some solutions will be within your budget, some will be outside. There is a solution out there for you and I would like to help you implement this.
I'd like to talk to you further about this. I'm sending you an email.