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The payment is one-time. After you pay the one-time price of the theme, you will never be charged for it. But you can buy extended support after your support expires after 6 months.

According to Envato’s licensing, you can use a script on only one website. If you want to use it on multiple websites, you must buy multiple licenses.

After the 6-month period is over you can buy extended support. You can buy extended support in the beginning, too. I that case you get a 1-year support in total.

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1 year ago

What is a support ticket

Customer support can often be overlooked as an essential part of an organization. People tend to underestimate the importance of providing quick and effective responses to the issues your customers might have. According to the Customer experience trends reports companies are managing more customer data than ever before — and much of that comes in the form of support tickets and conversations. Good support can greatly improve customer satisfaction and is crucial in maintaining brand loyalty. So to help explain what a support representative actually does, let’s start with the basics. Definition of support ticket? The term “support ticket” describes the interaction between a customer and a service representative. It’s the basic element of any customer experience related job—allowing your business to create, update, and hopefully resolve any issues your end-users might have. Likewise, a good support ticketing system allows your organization to manage and maintain a list of common issues or questions that your customers may be having. Tickets can come from a variety of channels, such as social media, live chat or messaging, email, or the customer support portal that you have set up on your company’s website. An omnichannel approach to customer service enables companies to streamline their ticket workflows by organizing requests from all your channels and bringing them to one comprehensive dashboard. Omnichannel ticketing systems allow queries from any channel, and support ticket systems give visibility into customer conversations across the organization, allowing the support team to collaborate to solve queries or pull relevant insights from tickets. Some help desk providers have chosen to ditch the term “support ticket” in favour of more human sounding terms like “conversations” or “chats”. All of these terms reflect the back-and-forth nature of support tickets — they are, in fact, conversations, and these conversations carry a wealth of data. This data is relevant to teams across the entire organization, from marketing, support, and sales. Our service level agreement (SLA) feature, for example, will automatically notify management if customer service agents aren’t responding to tickets in the timeframe you promised your clients. Good customer support software allows you to manage multiple conversations at a time, whether net-new or previously existing. Your ticketing system should also provide a way to establish a knowledge base of common issues your users are experiencing, which can be a great reference for support agents, or an external customer facing resource to deflect common queries. Once a frequently asked question or request comes in, automation can direct the customer to self-service channels, deflect the query to the appropriate agent, or lead to the creation of an article inside a knowledge base. Otherwise, you could mark open tickets as a certain status so your team knows the issue is common and can be responded to en masse. While some backlog is normal, support leaders can create a queue system that prioritizes tickets so no customer request is left open for too long. And for more complex and challenging inquiries, having a ticket escalation process would come in handy. With a strong ticket escalation process in place, your team can swiftly and efficiently resolve issues in today’s fast-paced and customer-centric landscape. Ultimately, a support ticket system is the best way to scale your customer service efforts to provide better, more personalized experiences.  

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1 year ago

What Are Support Services Definition and Examples

Support services are processes that professionals use to execute a core program or function that generates revenue. Many departments use these services, such as human resources, IT and customer service. If you want to pursue a career in support services, learning what they are and examples of these services can help determine if this field is right for you. In this article, we define what support services are, describe the different uses and importance of support services and provide a list of example services these professionals use.   What are support services? Support services typically refer to a business' use of technology in the workplace. Some technologies offer support services through third-party entities, also known as IT support services. These services provide the necessary support to ensure a business operates technology in an efficient and safe manner. IT support services allow internal IT departments to work on IT projects that offer value to businesses and reduce issues an end user may experience. Who uses support services? The primary departments that use support services are human resources, customer service, accounting departments and managers. Several types of industries use support services, including telecommunications, travel and hospitality, finance, transportation and logistics and retail. Each industry may use support services differently, but most uses include working to optimize IT programs and processes. Without proper support services, businesses may find maintaining their software and programs challenging to maintain. Importance of support services There are several benefits that come with the use of support services. Some of these include: Reduced overhead expenses: Many IT providers allow companies to pay only for the services the business needs to succeed. This helps reduce maintenance fees and issues related to the end user and limits the need to hire full-time support services employees. Consistency: An issue that may arise within a business using technology is a lack of consistency. For example, technology that often crashes or experiences other technical problems can result in lost profits and affect the consistency of the technology programs a company uses. I**ncreased optimization:** Using a third party to handle specialized work can help minimize the need to use internal resources. Support service professionals help prevent operational issues and incorporate strategies to optimize the use of technology and other procedures within a company. Revenue generation: Many support services work to increase revenue generation by ensuring IT is up-to-date and that processes are productive and successful. Support services also allow businesses to better handle customer service by offering several support channels to increase relationships with employees and stakeholders. Increased customer satisfaction: When customers have the support they need, they're often more likely to remain loyal to the company. High customer satisfaction can also help improve the reputation of a business. 7 examples of support services The following are several types of support services that companies can use to maintain their IT infrastructure and other procedures to increase their effectiveness: 1. Data storage Many businesses store data and require a place to do so in an easy and effective manner. There are several data storage services available that assist a company in securely storing data. They may store this data in cloud services, in-house technology or off-site locations. 2. HR and people management There are several functions within the human resources and people management field, such as staffing, job assessment, workforce utilization and analysis of workforce performance. Support services can help streamline this process by offering the necessary support to complete these tasks. This frees up time for HR professionals to focus on the tasks that are most important. 3. Computer support Computer support may be the most common form of support services. Many companies utilize various technologies to perform tasks, and these technologies require dependability and issue-free use for successful implementation. Many IT support service professionals are aware of the latest technology related to various fields and can help make recommendations on the most appropriate tools for a company. Provided services may include troubleshooting computer systems and programs, installing hard drives, upgrading systems and installing malware detection software. 4. Administration support Other support services companies often use include those that help assist in the administrative process within their organizations. There are several small duties required for these tasks, which can take up an administrative professional's time. Examples of available services in this department include updating customer databases, inputting data and responding to correspondence from clients and employees. 5. Customer service Customer service is a popular support service that many organizations rely on to keep their customers happy. If there aren't enough in-house customer service employees to handle customer needs, customers may feel as though the company cannot meet their needs. Third-party customer service support programs make sure clients receive optimal support in a timely manner. 6. Web development Website development and maintenance are important components of support services and help manage various aspects of web-related tasks, including customer service and inventory management. These support services can decrease the time that site owners spend on troubleshooting and fixing issues on their website. There are several resources that can keep systems and websites functioning and reduce the need for employees to regularly manage the company's sites. 7. Sales and revenue generation One way to increase sales and revenue generation is to use support services focused on increasing brand awareness and loyalty. These services typically involve assisting customers in determining the help they require. Services may also include assisting customers in finding products and services that meet their needs and preferences. Additional examples of support services Here are a few more support services to consider implementing in the workplace: VoIP: Voice over Internet Protocol, or VoIP, includes devices that allow you to make and complete phone calls using the internet. Email services: This type of service helps companies manage or host their email. Services often included are account creation, email storage and credential resets. Security support: Many companies use security support services for software. Some security solutions may include the installation of firewalls, malware protection and antivirus programs. Backup programs: This type of support service keeps older yet valuable data safely stored. Payroll and benefits services: Some third parties offer payroll and benefits services that assist HR professionals and reduce the time they spend on these activities.

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1 year ago

Ways Marketing and Customer Service Can Work Together

1. Social Media Customer Support Many marketers use social media to provide customer service -- and not just to engage with their audience and promote content. But is your marketing team's social media manager really capable of handling these customer service issues as effectively as someone on your team? Probably not. Your customer support team has been given the proper training and resources needed to assist customers and resolve issues -- meaning you are the best people for the job. While it absolutely does make sense for your business' social media account management to be a function of your marketing team, that doesn't mean people from other departments can't be involved. Why provide your customers with a subpar customer service experience just for the sake of keeping social media management solely under the marketing team? Luckily, there are a number of tools available to marketers to make this possible -- and easy. Using a third-party social media management tool, such as HubSpot or Hootsuite, marketers can easily collaborate with the customer support team to route customer-related questions to your team, making it easy for communications to be handed off to the most appropriate person. Coming up with a system that enables members of your customer service team to participate in customer service-related inquiries via social media will only make for a better customer experience. 2. Content Creation Ideas Successful marketers understand how important regular and consistent content creation is to their marketing strategy. Unfortunately, regular and consistent content creation means marketers also need a steady flow of ideas about which to create content, and even the most experienced content creators can sometimes suffer from the struggle to come up with remarkable content ideas that their audience will find valuable. This is where your team can save the day. As people who are constantly communicating with customers and learning about their problems, interests, and needs, your team is an untapped goldmine of viable content ideas -- you just might not know it yet. After all, marketers are trying to create content that helps solve their audience's problems, and your team knows best what those problems are. You can also probably provide the marketing team with real-life customer examples and successes to use in their content, which is always an added bonus. Open the lines of communication between the content creators on the marketing team and your team. Consider meeting regularly to teach them about the problems your customers are facing, and brainstorm about the types of content they can create to address those problems. For example, our blogging team uses a page on HubSpot's internal wiki as a way for members of the sales and customer teams to submit blog article ides based on their communications with customers and prospects. Simultaneously, as a customer support rep, share ideas for content that you think would be especially helpful for customers and prospects -- from step-by-step instructions for how to use a certain software or tool, to a bigger explainer guide of how best to employ a new social network. 3. Buyer Persona Development How well do you really understand your buyer personas? They're fictional representations of your target customers, but you might learn over time that you don't really understand your customers as well as you thought you did. Or perhaps you haven't even developed well thought-out buyer response in the first place. Truly understanding the inner-workings of your ideal customers can provide you with a number of business, customer support, marketing benefits, such as a better understanding of customer needs, problems, and interest, knowledge of where customers spend time on your site, better-quality leads, consistency across your business, richer closed-loop analytics, and better product development. The great thing is, your team is talking to customers all the time, meaning you probably know more about them than any other department within your company. So, because understanding buyer personas is so critical for creating effective marketing campaigns, it behooves marketers to work more closely with your team to help them truly understand customers' needs and thoughts. Marketers can sit in on customer team meetings and join in on customer calls for better insight into the personas you're marketing to. 4. Customer Expectation-Setting One very telling indicator of an effective marketing team is when leads have clear expectations for how your business' products and services will help them. And when leads have clear expectations, the transition from lead to customer, as well as that customer's subsequent experience as a customer, can go much more smoothly. This is how the marketing can help prevent customer churn, since that is often the result of misleading expectations that can be attributed back to misleading marketing campaigns. So how does customer service factor into this? When the two teams are better aligned, the customer service team can notify the marketing team of instances when inadequate or misleading expectations have been set, since members of your team will likely be the ones to stumble across these inconsistencies. Then, marketers will be able to modify campaigns to better set expectations for potential customers. For example, if your marketing team was relying heavily on the messaging that the indoor paint you sell dries in minutes, but in reality, customers report that it takes hours, your marketing team could rectify the false expectations they were setting in their marketing campaigns. 5. Unified Messaging When prospects and customers have questions about a promotion your marketing team is running, who are they gonna call? Customer support, of course. The reason is simple: it's the easiest phone number to find on most business' websites. But if your team knows nothing about that live webinar your marketing team is currently holding, and a prospect calls looking for the webinar link they forgot to bookmark when they signed up, the customer support rep will have no idea what they're talking about. That's why it's so important for the customer support to be in the know about what promotions the marketing team is deploying -- so you can be well-equipped to answer any questions that pop up from prospects and customers alike. You should know where on the website to find that ebook, how to log in to that webinar, and where to enter that contest. Marketers should arm the customer support team with the resources they need to be successful. At HubSpot, for example, we keep a shared Google Doc where our support team can access the links and log-in information for every upcoming webinar we host. This eliminates the wasted time and effort of customer support reps trying to contact the marketing team while a caller waits on hold, making for a happier caller and a more efficient support process. 6. Sharing Customer Stories Customer problems aren't the only discussion topic your customer support team shares with the marketing. They are also often the best equipped and first to identify cases of customer happiness and success. Better customer service and marketing alignment enables your marketing team to more easily pinpoint the customers that make great case study candidates, especially if they're looking for specific examples of customer success and your team knows about these preferences in advance. Your team can also be on the lookout for customer testimonials and examples of customer happiness, as well as encourage those happy customers to provide those online reviews that marketers love -- and want to share widely. Be sure to let your marketing team in on these instances of customer delight so they can more easily source customer successes and happiness to support PR outreach and other customer-centric marketing initiatives. 7. Customer Loyalty Programs Building a customer loyality programm is a key way to keep loyal customers engaged with your brand. And whether you're rewarding them with points, discounts, or exposure on your social media or other marketing channels, your customer success team can collaborate with Marketing closely to sweeten the deal for customers -- and bring your program more exposure. A valuable customer loyalty reward could very well involve your marketing team -- like a social media share of your customer's resources, or a featured guest post on your blog, or a co-marketing opportunity. A brainstorm between the marketing and customer success teams could bring about a loyalty program that customers are clamoring to join -- without creating too much of a heavy lift for the marketers. 8. Product Marketing The customer success team is likely the most in tune with understanding how customers actually use your products and services. And to many marketers' surprise, sometimes the way customers use a product doesn't exactly line up with how marketers have been marketing it. Regular meetings between members of marketing and customer success teams will help avoid situations where marketing is promoting a product feature that is underutilized by or unsatisfying to customers. Or, perhaps your customers are using your product or service in a way that wasn't originally intended and that your marketing team never thought to promote. This collaboration will help inform future, more successful product marketing initiatives and collateral. 9. Shared Goals As different as everyday job responsibilities may be, marketing and customer teams have similar and shared goals: to attract new visitors, convert them into customers, and retain those customers with excellent service. Both teams have a lot of insights to offer the other about how they capitalize on the work the other does in order to get their job done. For example, Marketing could pass along to Customer Service the blog posts that are the most popular, so they could share valuable insights with customers. Alternately, Customer Service could pass along to Marketing what topics their customers are regularly asking questions about for inspiration for future webinars, ebooks, or blog posts. Regular meetings and communications where teams can share insights and learnings with one another, as well as share unique perspectives about the strategies each team employs at different parts of the customer lifecycle. Service Marketing Service marketing refers to marketing for B2B or B2C companies that sell services to customers and other businesses. Services are usually intangible and time-based, and occur multiple times over the course of a relationship -- such as a house cleaning services, or a consulting services. Service marketing is rooted in value creation for prospects and customers that isn't as tangible as the value created from purchasing and using a product. This is another, less traditional way customer service and marketing can work together: if both teams work in the service marketing industry. In this industry, marketers have to work in customer service, and customer service reps double as marketers in order to attract and retain services customers. In addition, the people performing the service serve as marketers in their own right to try to encourage the customer to re-purchase additional services. To learn more, read about the advantages of using live chat for customer service next.  

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