ID4Service
Complete personalization features
THE SOLUTION
Group and monitor all support-related communications from multiple channels on a single platform. ID4SERVICE centralizes support from numerous communication channels such as email, portals, social networks, and telephones.
Create, assign, and monitor the % progress of each task with visualization of functions through the Kanban board and chronologically through the Gantt chart, integration with the Scrum methodology for project execution. Take control of all assets under your management with a complete view of their life cycle.
CUSTOMER FOCUS
JOB AND PROJECT MANAGEMENT
MONITOR CONVERSATIONS: Prioritize, classify, and assign tickets so you never lose control.
POWERFUL HELPDESK: Request time tracking / Change management / Incident management / Problem management
– Allows you to store, categorize, and organize a repository of historical customer interaction and shareable, reusable knowledge base.
– Manage the flow of information between all stakeholders, controlling critical data such as response times and other performance indicators defined in SLAs.
– Measure and improve the interactions between your support team and your customers. Items such as team performance, service time, response time, and customer satisfaction are some metrics that can be monitored and used.
A new definition of tickets
REDUCED RESPONSE TIME
Reduce response time to customers, partners, and suppliers.
INCREASED CUSTOMER SATISFACTION
Transparency and excellence in the execution of tasks. Enables monitoring of delegated tasks and control of deadlines.
CENTRALIZE AND PREVENT INFORMATION LOSS
The solution enables customer service information to be maintained in a single environment.
DEFINE THE BEST STRATEGIES
A service desk system that creates service strategies based on the different needs of your customers.
SOLVE PROBLEMS TOGETHER
• Ticket Definition
• Collaboration
Collaborate with teams to resolve customer issues quickly and efficiently.
JOB AND PROJECT MANAGEMENT
• Customer Focus
Consolidate and monitor all support-related communications from multiple channels on a single platform.
MEASURE AND IMPROVE EFFICIENCY
• Tracking and Integrations
Identify issues, plan based on metrics and improve service desk performance.
CUSTOMIZATION
• Multi-channel
• Personalization
Customize your workflows, customer portal, agent roles, and other service desk work environment features.
CONTROL AND MANAGEMENT
• Asset Management
• Project Management
Good asset management has a profound impact on logistical and financial aspects and the quality of service provided to customers and users.
EFFICIENCY
Identify problems, plan based on metrics and improve service desk performance.
REPORTING
Understand how different agents and groups perform based on various service desk metrics.
DASHBOARD
Monitor your service desk with real-time data on tickets, trends, and groups.
NOTIFICATIONS
Automatically notify customers and agents of changes to their tickets.
DISTRIBUTION
Automatically assign tickets to agents and groups based on requester or ticket properties.
Convert support request emails into tickets that can be monitored and resolved at your service desk.
SITE
Allow customers to track tickets from your website and submit related articles to the support database.
CHAT (Optional)
Engage and assist customers via live chat.
PHONE (Optional)
Connect to a fully functional call center and record, track, and ticket calls.
SOCIAL MEDIA (Optional)
Integrate your company’s social media sites and monitor them from the Service Desk.
REFERENCES
