Customer Experience
Your challenges
- Automate and streamline work to compress the time needed to handle customer requests
- Proactively communicate with your customer
- Provide end-to-end visibility on issue status and resolution to both customers and employees
Bring the power of the whole company to serve the customer by quickly and proactively addressing their needs and offering new ways of doing business that make their lives easier.
Customer Service Management
Go beyond traditional customer service solutions by connecting customer service with other teams to resolve issues quickly and proactively.
With Customer Service Management we can :
- Connect teams to boost efficiency with automated processes from the front office to the back. Intelligently route tasks to the best employee and group similar cases to streamline resolution.
- Proactively address customer issues by monitoring services to identify problems and notify impacted customers. Fix issues faster by analyzing workflow trends to increase automation and efficiency.
- Expand self-service by automating common customer requests, providing answers with an AI-powered chatbot, and empowering agents with an intelligent workspace.
Field Service Management
Enable field service as the face of your business. Connect field service with other teams and mobile tools to quickly respond to and prevent issues.
Our Field Service Management helps you manage location-based work efficiently and safely. It works seamlessly with Customer Service Management and IT Service Management to connect customer service and the help desk with field service processes, or it can be used stand-alone.
With Field Service Management we can :
- Complete work the first time by scheduling the most qualified worker for the task. Manual or automated scheduling considers their skills, location, parts on hand, and availability.
- Fix problems before your customers know they have them with preventive maintenance and asset management.
- Improve mobile worker efficiency to meet service level agreements with an intuitive, native mobile app for iOS or Android with work order information, directions, parts locations, knowledge base articles, and safety checklists.
