Dashboard - Dashboard gives the business the ability to monitor the integrity of customer service activity by measuring, tracking and displaying key performance indicators (KPIs) and other important metrics on one screen.
Using an API unique to Google's OpenAI that allows building automatic response scripts without the intervention of a service representative or alternatively offering possible answers to problems that have already been solved, thus saving the representative the need to type the same answers over and over again.
The system includes a native Android application that enables availability and receipt of PUSH messages for both technicians and customers in real time.
The system includes an online chat component to contact the customers requesting service in real time. If some of the questions have a simple solution, you can create a conversation script that directs the surfer to information in the information base that exists in Base knowledge or another useful link.
Using chats will free the service department from bureaucratic handling of trouble tickets and allows the service team to work more efficiently.
eService allows the organization to conduct multi-channel communication with the customers, whether it is by replying via email, chat correspondence with service representatives, attaching documents and screenshots, and even by linking to posts on social media pages. Customers expect to be available to them on any channel that is convenient for them and at a time Our system allows the organization to optimize customer service processes and provide the customer with the service he expects.
The system contains a diverse database of off-the-shelf solutions for known problems and allows the user to search semantically according to the type of problem he is looking for. The database is dynamic and allows the addition of new solutions and the updating of existing solutions. You can add diagrams and instructional videos to each solution. In addition, you can create an area of common questions and answers To allow users quick access to useful information. Knowledge management areas promote self-solutions by users (Self Service) without activating the human service system.
Tracking the transport activity in real time. See which vendors are performing and monitor the performance of and nurture referrals and conversions.
Each service call is accompanied by an automatically created task management process. The task management can be specific tasks or more complex work processes that include several participants and/or factors within the organization, each of whom has a part in the overall solution. The subtasks can be executed and updated sequentially or concurrently, at given time intervals or according to specific criteria.
The eservice system makes it possible to define rules and processes within the system in order to provide effective treatment and follow-up mechanisms after referrals and faults that are handled in the organization. It is possible to configure automatic referral of inquiries to specific support personnel according to the characteristics of the problem and the customer, creation of categories and priorities.
The system allows the creation of customized reports for various modules such as open service calls, service calls according to the severity of the problem, service calls according to the duration of treatment, etc.
The reports can be exported to an Excel file for in-depth analysis and documentation.
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.