A self-service portal is a website or app that enables workers (or external clients for externally visible support providers) to help themselves when they require assistance, information, ...read more
Live chat is a tool that allows employees to communicate with website users or with one another in real-time. It might be text, voice, or video-based chat that team members utilize to comm...read more
Using escalation alerts, users can create notification rules for primary and custom entities. A few requirements may be included in escalation rules, which will result in email or on-scree...read more
A service level agreement (SLA) is a written contract between a service provider and a client that specifies the services to be provided and the expected level of service to be provided to...read more
A knowledge base is a centralized documentation repository that includes frequently asked questions, how-to guides, and troubleshooting instructions. Its goal is to make it simple for peop...read more
Ticket management is a means of dealing with issues and requests. Tickets are simple data entities used to track everything that needs to be done. Ticket management is a crucial business s...read more
Storing a document, usually, a digital document, in a document management system is known as document storage (DMS). We now employ electronic storage instead of filing cabinets. It conserv...read more
In Incident, you may automate your work flow process for new requests by using automatic routing. It instructs the system on when and where incidents should be sent. Problem Type, Location...read more
Your customers and agents can meet in the forum and help each other solve problems. Every forum post is converted to a ticket. Your customer service professional will save time by using fo...read more
The process of resolving known issues in a project is known issue management. Employee or vendor problems, technology failures, and supply shortages can all derail your project. You risk p...read more
A chat survey is a method of gathering customer feedback to access their overall experience across channels such as the website, mobile apps, or in-app by rating the agent's performance an...read more
You can resolve cases or support issues faster and more efficiently with answer templates. Answer templates (previously known as templated snippets) are reusable messages that can be copie...read more
Multi-Channel Customer Service encompasses a variety of platforms such as phone, email, live chat, social media, and self-service channels such as FAQs, knowledge bases, forums, online com...read more
Social media integration is a marketing method that allows you to augment your current branding and marketing efforts using social media platforms. Social media integration helps develop b...read more
The service desk, which is the single point of contact for all users dealing with IT, is usually tightly associated with incident management. When a service is disrupted or fails to achiev...read more
