Online Helpdesk Interface

A dynamic, user-friendly and secure service call management system that helps provide customer support and service in the fastest and most efficient way possible.

Case Study - Israel Railways

Service Call Management System

The eService interface helps organizations significantly improve customer service, save time required to resolve issues, improve customer experience, prevent customer frustration and churn to competitors, and reduce service costs.

Convenient search and impressive dashboard

Adherence to SLA and service contract management

Advanced reporting and statistics system

Smart management of agents and technicians

Comprehensive management of the service contract with customers

The eService system makes it possible to define clear SLA rules for each fault and provides a real-time notification mechanism in case of deviation from the service agreements. The system includes a detailed breakdown of all sales and service interactions with customers and enables efficient handling and follow-up of inquiries and faults handled by the organization. In addition, it is possible to define automatic referrals of faults to specific support personnel or technicians according to the characteristics of the fault and the customer.

Dashboard

includes key indications of the customer service processes: status cuts, deferred problems that exceed SLA, load at the service centers and more.

Management of technicians

Many organizations divide customer care into teams according to geographic association, professional skill and product specialization or according to the type of service required. Our system can help direct the inquiries received to the agent or the relevant department in order to speed up the processing of the request.

If a technician is sick or absent, the system can generate a log of the transfer of care to another technician and assign him the care of the absent technician's open calls.

All the benefits in one system

Central support system: the eService system that serves as a central platform for all support requests, references and problems of customers or employees. This central approach streamlines communication and ensures that nothing falls through the cracks.

Improving efficiency: the eService system includes an automatic work process mechanism, optimizes support processes and reduces routine manual tasks. Automation of work processes leads to faster response times, faster problem resolution and a reduced workload for support teams.

As a multi-channel support: the eService system supports several communication channels, such as opening faults through: email, WhatsApp chat, social media and a call center, and enables organizations to meet the customers in the most convenient channel for them to communicate.

Strict information security: the eService system includes high security and privacy control capabilities in order to protect sensitive data of customers or employees. d.