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Customer Service

The Customer Service business solution is designed to support external customers (contractors, clients, etc.) while adhering to SLA parameters.

The primary goal of the solution is to automate request processing and enhance the efficiency of customer interactions.

Service center operators receive requests through all available channels: from live chats with connected messengers, chat bots, and email, as well as from the external portal. Company and contact details are filled in automatically. Operators can quickly start processing requests and contact customers directly on the request page.

начало внимание

The solution becomes available for work after activation. To do this, contact the BRIX sales rep.

конец внимание

The Customer Service solution helps:

  • Automate the collection of requests from various sources.
  • Route requests efficiently.
  • Process requests quickly and provide problem resolutions to customers.
  • Maintain a complete history of customer interactions for use in future communications.
  • Configure and monitor employee work schedules.
  • Configure and monitor SLA parameters, which automatically evaluate operator performance based on:
    • First response time.
    • Time to resolution.
    • Percentage of requests resolved on time.

The status of these SLA parameters is displayed directly on the request page. You can configure reminders for operators about approaching deadlines and define automatic system actions when standards are breached.

Furthermore, aggregated analytics are available on request statuses, SLA compliance, operator workload, and response speed, broken down by live chats and individual employees.

Read more about all components of the solution in the Components of the Customer service solution article.

To fully cover all communication channels with external customers and maximize the effectiveness of the Customer Service solution, use it together with other BRIX platform solutions and components:

  • BRIX CRM. Helps streamline processes for interacting with your customers, track lead and deal management, assign responsible persons, and manage sales activities. It aggregates all information about contractors, contacts, deals, and payments. When a new request is created, customer and company data is automatically filled in.
  • Telephony. Ready-made integration modules with IP telephony providers. These enable client identification by phone number, opening related app items (e.g., for a lead or deal) during a call, and listening to call recordings directly on the request page.

начало примечание

Note

If you aim to implement an ITSM approach for service management, use the Service Desk 2.0 business solution.

конец примечание

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