Utilizing multiple departments has three great advantages:
- You can have department specific templates, i.e. a different reply address and footer allowing you to “brand” different departments or product lines. (think VIP support phone number, different membership site, direct billing phone number, etc…)
- You can choose which reps are in each department to allow them to specialize on certain kinds of cases
- You can run metrics and reports on each department to see the response time by department and case load by department
Some of our plans include multiple departments already, but you can easily upgrade and add on additional departments as needed.