Advantages of bpm'online Customer Service Software
Make the case resolution process transparent to your customers through Customer Portal. It allows customers to manage their user accounts and profiles, and track progress of their case resolution. They can also quickly find relevant articles in the knowledge base to resolve cases without agents’ assistance, which will reduce the load on the Service Desk.
Registration and classification
Instantly register new incidents by recording key information about a customer and incident details. The system allows registering incidents automatically from incoming emails or message from self-service portal. The first line agent will define incident priority, taking into account the urgency, impact level, service agreement, service type and connected CIs.
Service agreements database
Register in bpm’online all types of service agreements needed to service your customers according to different service levels. You can formalize the terms of cooperation with both, customers (SLA) and Service Desk units (OLA).