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Self-Service Portal for 24x7 Support

Provides omnichannel support, keeps customers informed about their requests and increase loyalty.

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self-service portal

Multiple Touchpoints with Personalized Service

Self-service portal delivers a unified, omnichannel experience that keeps customers informed about their requests and increases loyalty. The portal centralizes support ticketing, live chat, and knowledge base into a single application enabling request submition and tracking 24x7 without contacting support team directly. With self-service portal, customers get the freedom to choose when and how they interact with service and support team.

Keeps Customers Informed

Provides a tool to get insight into personal requests, chat sessions, and conversations.

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Dashboard

Provides summary information to customer managers and other members of group or a company.

Access Control

Access control for ticket list and knowledge base categories enables tailored personalization.

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Support Ticketing

Customers are able to track information on submitted requests and the overall support ticketing activity. They enter the portal to submit a new request through a built-in form or via email ticketing. The system creates a support ticket and displays its status for continuous tracking with email and desktop notifications. Support agents handle tickets from the backend while customers can reply to messages, upload additional information, and close resolved tickets from the portal interface, or from email client.

customer support ticketing

Ticket List

Requests and tickets are organized into a searchable report. Customers can easily filter, search, view and download information in Excel and PDF reports.

Track Resolution

Each ticket contains the action log with information about the resolution path, with all replies, messages and attached files.

Management Insight

Customer managers can view all tickets belonging to the group they manage, along with summary reports.

Rating Solutions

Enables customers to rate the agent's answers and efficiency in resolving requests.

Knowledge Base and FAQs

Organize collective knowledge and document best practices

Knowledge base is a central hub where users can find information about services, products, solutions, company, or other relevant topics. Information are categorized into different sections with varying access levels for knowledge base categories and articles.

knowledgebase and faq

Internal, External and Public

Using access permissions for knowledgebase categories and belonging articles, three different types of knowledge bases can be provided, dedicated to support agents, registered groups of users, and guest users, respectively.

Smart Search

Users can search for solutions in the knowledge base using free text questions and get a ranked list of the recommended articles.

Rating Articles

The knowledge base articles can be rated enabling the list of the most popular and recent articles.

Add and Edit Articles

Create article content using the HTML-rich text editor.