Entegrated Customer Service Requests solution is designed to track and collect customer support interactions from different business functions and various interaction channels – calls, emails, social
media, live chat, in-app mobile chat, SMS, messaging apps and more.
Streamline the workflow of your customer service operations and improve your support team’s productivity along with improving the overall customer satisfaction. Capture customer service
requests and manage them all the way to resolution.
Create custom ticket or service request views with multiple filters like priority, status, type, company name and more
Automate repetitive tasks like routing support requests, updating ticket status & service requests follow-up with custom workflows
Set up SLA based protocols across your service team for quick response to tickets to remind agents to escalate issues to managers
Measure agent performance with role-based access to daily report logs and cumulative reports and real-time tracking dashboards
Automate ticket prioritization based on changes in ticket status or service algorithm parameters
Process incoming tickets and assign tickets with appropriate tags for agents to choose tickets based on experience and skills
Monitor the amount of time your support agents spend on each help desk ticket with the time tracking feature. The time added to tickets can be exported to create invoices and bill customers.
Integration-ready customer service request solution allows your agents to have custom conversations for personalized query resolution
Prevent multiple agents from working on the same support ticket. Notify agents when other agents are viewing or typing a reply on the same ticket.
Loop the right agents, drop proper notes and share ticket ownership to offer faster ticket resolutions with team collaboration.
Get live dashboards, one click reports & real-time customizable analytics and monitor important metrics
Heavy inflow of service requests leading to long queues and waiting times from multiple channels lead to frustration and rifts in the service experience
Instant troubleshooting can create chaos when the customer service desk is receiving too many requests adversely affecting productivity
Unresolved and recurring customer issues without proper record-keeping and data analysis tools can lead to wastage of time and resources
Lack of automated resolution to frequently asked questions and issues suppresses your team’s potential while incurring heavier costs
Improve customer experience by streamlining your customer service workflows for more efficient helpdesk and support teams
Organize and catalogue a high volume of support cases and manage multiple issues at once with labelled and prioritized incoming tickets
Make your service reps more productive and catch up on the latest issues with easy role-based access to customer request historical data
Provide timely resolutions to your increasing their satisfaction levels boosting their loyalty towards your brand
Indian F&B Conglomerate Goes Digital Across Distribution Channels for Total Visibility Leading F&B Conglomerate with efficient cold chain used Entegrated
Popular Indian F&B Snacks Manufacturer Goes Digital Across Distributor Network for Expansion Well-known F&B Snacks Manufacturer implemented end-to-end DMS, SFA
