Troubleshoot bottlenecks effortlessly and deliver extraordinary experiences at scale.
Visualize how customer tickets pass through your service desk from start to end. Analyze how tickets are auto-assigned and routed to agents, measure the usefulness of canned responses, track service time, and make continuous improvement to deliver seamless resolutions faster.
Multiple agents getting assigned to one ticket? Complex, parent-child tickets holding up service queue? Linked tickets and shared tickets delaying resolution? Leverage analytics to catch and clear problems like these, and attain new levels of service excellence.
Map the strengths of teams and individual agents against customer requirements. Inject automation into service processes wherever required to bridge gaps, fast-track ticket resolutions, and enhance agent productivity.
Identify solutions and knowledge base articles that have the highest self-service success rate. Use this information to create more articles in related areas, and suggest the most relevant and useful solutions for end users.
Improve help desk performance by analyzing user feedback. Segment users by demographics and agents by performance standards, holistically analyze user ratings to identify problems, and gain clues into improving service quality.
Regardless of how your customers choose to reach youÑemail, chat, social media, WhatsApp, phone, or websiteÑdiscover the easiest ways to convert conversations into support tickets, and provide quick, effective resolutions without any impact on service quality.