Self-Service Portal for 24x7 support
Provides omnichannel support, keeps customers informed about support efforts and ensures they understand what is happening with their requests.
Self-service capabilities with omnichannel support
The Self-service portal offers customers access around the clock with omnichannel customer support. By allowing customers to easily submit requests and track their processing, ask for live chat support, or search for solutions in the knowledge base without ever contacting your support team, the portal enriches the customer experience and leads to increased loyalty.
Keeps customers informed
Provides a self-service tool for customers to get insight into their requests, chat sessions, and customer support conversations.
Customer Dashboard
Provides summary information customer managers and other members of their group or company.
Customer Accounts
Allows you to manage customer accounts and groups, and track their past and recent requests, isues, and activity.
Support Ticketing
Your customers are able to track information on their recent and past support ticketing activity, submitted requests, and previous solutions. Along with email ticketing features, they can use built-in forms to communicate with your support team: submit new requests, reply and close tickets, and rate agent solutions.
Ticket list
Customer tickets are organized into a searchable report. Customers can easily search, view and download ticket information in Excel and PDF reports.
Track resolution
Each ticket contains an 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.
Rate Solutions
Enable your customers to rate the agent's answers and their efficiency in resolving requests.
Knowledge base and FAQs
Organize your collective knowledge and document best practices and solutions in an online knowledge base. You can set restricted or open access to knowledgebase categories and articles. Customers can rate articles and also view the list of the most popular and recent articles.
Internal, External and Public
Based on the access permissions for the knowledgebase categories and their belonging articles, you can create three types of knowledgebases and assign access to different groups of users.
Smart Search
Users can search for solutions in the knowledge base using free text questions and get a ranked list of the recommended articles.
Rate Articles
Customers are able to rate the best articles and allow you to get insight into their efficiency.
Add and Edit Articles
Create article content using the HTML-rich text editor.
Strengthen customer loyalty
Offer 24×7 self-service to your customers with a simple layout and personalization capabilities. The self-service portal reduces the total cost of service delivery.