Success tools for your agents and teams
Empower your agents with data, tools and automation to help them deliver personalized support. Provide unified customer profiles with data pulled from integrations, one-click access to your business knowledge and customizable automation to reduce repetitive tasks. Drive faster resolutions and a more personalized customer service
Empower agents with powerful Workspace!
Supervisors get real-time view of the team performances to spot service issues and have tools to take remedial actions
Deliver seamless support without switching tabs
Conversational Workspace
Segmentation & Views
Create custom views and add data attributes for your specific business needs.
Omni-Channel Unified Inbox
Bring all your channels &customer data into one shared inbox for agents to resolve customer issues.
Complete Customer Context
Leverage 360 degree view of customer context with data from journeys of customer
Collaborate easily
Resolve issues as a team with shared inbox & collaboration features like Mention, Share assign tasks.
Multi-Lingual Conversations
Automatically language translate for agent & Customer end without any interruption.
Live Updates & Alerts
Get live updates of the external platform changes & incoming messages. Response in real-time.
Productivity Tools
Easy to create workflows with triggers, conditions, and actions to free up agent’s time
Track Updates, Tasks & Notes
Integrated tools allow agents to create sub-tasks, setup appointments & add private notes
Provide accurate responses using saved knowledge
Conversational context is used to suggest responses
Conversational & customer context powers intent-based search of knowledgebase.
Find information using powerful KB search
Use advanced search to narrowly specify required information. You can specify the KB, document type, topic and sub-topic.
Agents identify missing knowledge
Agents have the front-line knowledge of missing or erroneous material and can provide feedback, request updates to keep kb up-to-date
Provide accurate responses using saved knowledge
Conversational and customer context powers intent-based search of knowledgebase. Click to send responses to customer
Use advanced search to narrowly specify required information. You can specify the KB, document type, topic and sub-topic.
Agents have the front-line knowledge of missing or erroneous material and can provide feedback, request updates to keep kb up-to-date
Bookmark frequently used KB responses in a personal list. No searching needed, just click to send responses
Leverage contact-center like communication services
Macros
Enable or build custom macros to take multiple actions – such as sending a templated message, initiating a workflow
Shortcuts
Frequently used phrases and templates can be saved behind a shortcut key. Agents can send the phrase by selecting from shortcut list
Placeholders
Placeholders are variable-names that are filled-in with actual data from tickets, customer profiles or integrated data
Use Stored Knowledge
Quality support requires agents to know. Capture business and support knowledge in powerful KBs for all agents to re-use.
Send Files, Videos, Cards
Teams can save frequently used documents, images or cards in a team folder for all agents to use.
Spell Checker
Built-in spell checker identifies errors and provides correction suggestions
Language Translation
Allows agents to bring advisors into the conversation for consultation and to jointly working on issues
Drag & Drop Option
Send files, images by dragging and dropping in the rich-text send box. Copy & paste also works
Collaborative Teamwork
Tools to help teammates to work together on issues
- Assigned and unassigned work items can be viewed and shared with all team members.
- Agents can add “followers” to create an ad-hoc team for collaboration
- Agents “mentioned” in private notes receive pings and can respond with suggestions
- Create tasks and assign to team members to share workload and jointly work on customer issues
Support shoppers from your workspace – no switching tabs
Get Order History and Available Actions
Customer shopping profile and history of orders and cancellations are displayed immediatley. Valid actions for each order simplifies agent’s support options
Access Order Actions without switching tabs
View, update and cancel orders, provide refunds, create new orders, send carts links and collect payments,
Refund Past Orders, Offer Exchanges
View shop rules and authorize returns and refunds directly from workspace Specify amounts, shipping charges and restock options
Send Products and Abandoned Cart Links
Recommend products during support session or create a cart and send for payment.
Synchronize with your CRM and Customer Service Tools
Pull Customer Details from external CRM
For new customers extend their records by pulling data from integrated CRMs. Enriched data can be used in workflows, prioritization and segmentation.
Keep Both Systems Synchronized
Use business rules to push changes in eServeCloud to the integrated external systems. Keep all systems automatically synchronized
Create, Assign, Update Leads and Tickets
Create and update tickets in external systems e.g. ServiceNow. Synchronize customer records in CRMs, assign leads to their agents
Receive Updates from External Systems
Receive change notification from external systems and trigger workflows to update records and take actions.
Workspace For Supervisors
Tools for managers to monitor and intercede in support operations
- Live Dashboard displays real-time status of conversations, tickets and agents
- Action buttons allow supervisors to listen in on sessions, join in or take over the conversations
- Customize performance dashboards for insights relevant for your business
- Receive CSAT notifications and requests for assistance from agents
- Make changes to configurations to manage changing support conditions
Agent Personal Dashboard
Measure and improve your personal performance
- Use built-in reports to monitor your helpdesk productivity
- Ticket dashboard lets you select KPIs, charts and tables to visualize support performance
- Activity list displays all sessions handled by the agent with ability to review conversations and resolutions data
- Review their presence durations in pie chart for compliance with shifts
Looking for help desk software? Try eServeCloud for free
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