Customer Service
Every request becomes a ticket with its own target deadline. The board shows what's overdue, who's overloaded, and analytics tell you whether your service promises are being kept.
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How it works
Define your first-response and resolution deadlines: tickets approaching the deadline rise up, those past it show as "overdue". The team works in the right order without needing a reminder.
First-response time, resolution time, volumes by channel, satisfaction: analytics by agent and by period show where things get stuck and where they shine. Customer service becomes manageable on data.
Use cases
Detailed scenarios with figures, where this hub plays a central role: the starting situation, what gets put in place, what it shifts.
19 municipalities, one front door for residents.
Discover Local government34 rural municipalities, 41,000 residents, and a four-person processing team.
Discover Housing12,000 homes, and a complaint that no longer vanishes between caretaker and contractor.
Discover Local authority60,000 residents, 4,200 benefit applications a year, and documents requested three times over.
Discover Local authority22,000 students, a September peak, and answers that no longer wait for a service desk.
Discover Real estate90 buildings, 5,400 units, and 220 calls a day across three managers.
Discover Retail14 countries, 2 people in support, and 38% of messages in a language nobody reads.
Discover Retail42% of revenue in six weeks, and a support team sized for the rest of the year.
Discover Retail3 brands, 210 stores, 40,000 conversations a month and 26 advisers.
Discover ManufacturingSeven support technicians, 1,400 requests a month, and one customer in five chasing.
DiscoverFAQ
Yes: a conversation can become a ticket in one click, and the ticket keeps a link back to the original exchange and the contact's record.
You set a first response time and a resolution time per request type or per customer. What breaches it appears in an “overdue” queue — visible, not buried in a monthly report.
Yes, round-robin or by rules. A ticket with no owner is a ticket that drifts.
Yes, through custom objects. A manufacturer's support team links the request to the serial number concerned.
Volumes, delays, resolution rate without human intervention, SLA compliance, by channel, by agent and by period.
Another question? Write to us — a human will answer.
Create your free account in two minutes: CRM, telephony, marketing, appointments and customer service — all in one place, with AI built in.
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