Get a 360 degree view of your customers. Get a view of past conversations across channels, assets, orders, open tickets, closed tickets, all at one place. A 360-degree view of each customer's journey enables agents to anticipate needs and personalise every interaction.
Group agents by department or skills so as to allow effective assignment of requests & tickets.
Easily create workflow diagrams which allows to automatically move a case from one department to another. There is no more switching between multiple tools. No more missing out on follow ups and delaying replies.
Use branching workflow logic & rules to model multiple scenarios in a single workflow. Use business rules & conditions to automatically select the next process step & the next assignee.
Use multiple steps workflow to execute webhooks which can automatically update external systems.
Track and manage all incoming requests from all channels with one inbox.
Set deadlines for ticket response and resolution based on priority or process steps. Each process step can have a different SLA. Each RICO can have its own SLA.
Indicate the hours your business is open and exclude non-business hours from reporting. Specify holidays when your office is closed.
Make sure every incoming requests gets automatically categorized, prioritized and even assigned to the right agent or group based on rules that you define.
Assign tickets to members with certain expertise based on least assigned tickets or least open tickets.
Assign tickets to members of a group based on least assigned tickets or least open tickets.
Assign tickets by retrieving members dynamically from a RICO.
Assign tickets to agents based on rules with multiple conditions for column values.
Do not assign tickets to agents who are out-of-office or are on a break. Notify the supervisor when an agent marks himself as out-of-office.
Automatically send out SMS & Email notifications to customers at each process step, as the case moves forward. Specify multiple conditions to send out such notifications.
Set reminders to automatically send notification to the agent of upcoming call-backs, appointments or follow-ups.
Specify multiple levels of escalations which gets triggered when an agent does not complete assigned task within specified SLA.
Share ownership of tickets with other teams without losing visibility into progress being made on the issue.
Provide quick, consistent responses to common questions by creating pre-formatted replies.
Browser-based notifications alerts the agent when a customer starts a conversation or replies to a conversation.
Filter & search data residing in Custom Objects to efficiently serve customers. Download data to excel.