Reduce support costs by empowering your customers to leverage the Self-Service Web Portal to submit tickets, run reports, access the knowledge base, and get updates.
Create and manage tickets from multiple channels. Manage ticket assignment and escalation based upon robust rules management.
Deliver smarter service by providing accurate, user-ranked content across your knowledge base. Empower customers rapid access to the answers they need quickly.
Use keyword weighting and email-to-ticket functionality to improve customer service. Send automated Knowledge Base suggestions to expedite your service. Map your complete service processes with automation and approvals. Guarantee compliance of service level agreements using multi-level escalations and assignments.
Manage and monitor support & service information in real-time. Track responsiveness and time to resolution across accounts, channels, teams, and departments. Understand common customer problems and root causes. Gather insight on overall customer satisfaction.
Capture service requests by partners and VARs. Enable partners and VARs to maximize their business opportunities and improve brand loyalty.